SHARAD CHOUDHARY
McKinney
Summary
Strategic and performance-driven leader with 28+ years of experience, including over two decades with Infosys BPM in diverse leadership roles across the U.S., UK, India, Costa Rica, and the Philippines. Expertise in P&L ownership, client services, delivery operations, solution design, and offshore transformation. Proven ability to scale operations, drive profitability, lead multicultural teams, and deliver exceptional outcomes across telecom, media, retail, utilities, and publishing domains.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Manager – Client Services
Infosys BPM
04.2023 - Current
- Spearhead client partnerships with top-tier telecom and media companies, fostering long-term value and collaboration.
- Drive AI adoption and digital transformation across client ecosystems
- Delivered 12% revenue growth while maintaining a best-in-class client satisfaction score of 6.7 out of 7.
- Deepened client relationships through successful service expansion.
Customer Care Officer, Officer Sales
Jetair, Essar Cellphones, Hutchison Max
08.1997 - 01.2024
- Held customer service and sales roles contributing to foundational client management experience
Country Head – Costa Rica
Infosys BPM
03.2019 - 04.2023
- Held end-to-end P&L accountability and served as the legal representative for the Costa Rica delivery center, overseeing strategic, operational, and regulatory functions.
- Expanded headcount fivefold, scaling the operations from 120 to 600 employee and led acquisition of two high-profile clients for the company
- Drove a profitability turnaround from -11% to +9% and delivered 96% revenue growth through strategic operational and client initiatives.
Center Head – Jaipur, India
Infosys BPM
10.2016 - 02.2019
- Directed a $50M multi-vertical portfolio spanning Finance & Accounting, Legal Publishing, Digital Media, and Fulfillment services
- Provided strategic leadership for 1,400+ FTEs with end-to-end responsibility for service delivery, talent development, and business growth
- Achieved a 20-point reduction in attrition from 45% to 25% and secured three high-value account renewals at enhanced commercial terms
Client Operations Lead – Jaipur & Chennai
Infosys BPM
04.2012 - 10.2016
- Managed a $10M global portfolio supporting 8 clients across diverse industries, with oversight of 400+ FTEs
- Improved gross margins from 34% to 57% through operational efficiencies and strategic cost management
- Honored with “World-Class Manager” and “High Performer” recognitions for outstanding leadership and performance excellence
Client Operations Lead – Manila, Hyderabad & Pune
Infosys BPM
08.2010 - 04.2012
- Oversaw four critical customer service engagements: including voice and chat support, billing operations, and PMO functions for a leading global telecom client
- Led successful turnaround of a service-level crisis in Manila, restoring stability and client confidence
- Grew strength from 120 to 500 resources
- Earned consistent recognition for outstanding performance and delivery excellence
Principal Consultant – Telecom Vertical
Infosys BPM
11.2007 - 08.2010
- Led offshore transformation for a UK-based telecom client
- Conducted due diligence, AS-IS/TO-BE design, and end-to-end program delivery
- Successfully delivered a 550-member LPO engagement ahead of schedule
- Evaluated business processes, identifying inefficiencies and recommending targeted improvements.
Senior Operations Manager – Telecom Account
Infosys BPM
10.2006 - 11.2007
- Managed a 450-member team across process improvement, revenue forecasting, and SLA delivery
- Second-in-command on an 800+ FTE engagement; consistently recognized by client
- Managed employee-related issues encompassing labor, turnover and diversity.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
Operations Manager
Infosys BPM
04.2005 - 09.2006
- Scaled team from 50 to 400 within 8 months; led successful transition and stabilization
- Single-handedly managed operations in the absence of client ops head
Assistant Manager – Operations
Infosys BPM
01.2004 - 03.2005
- Led high-performing teams; won “Best Team” award 4 months in a row
- Achieved one of the lowest attrition rates at 22% annualized
Education
Bachelor of Arts - Sales Management, Advertising & Promotions
SD College, Punjab University
Chandigarh, India04.1997
Skills
- Global Operations & P&L Management
- Strategic Client Engagement & Relationship Building
- Contract Negotiation & Commercial Management
- Digital Transformation & AI-Driven Solutions
- Solution Design & RFP/RFI Response
- Process Transition & Optimization
- Team Building, Mentoring & Leadership
- SLA Management & Quality Assurance
Certification
- Six Sigma Black Belt Certified
- Strategy Development Workshop, Infosys
- Certified Assessor, People Development Assessment Workshop
- Certified in Competency-Based Interviewing
- Business Application Programming, DIGITAL Inc.
LNGG
English
Hindi
Punjabi
ADDITIONAL DETAILS
- Date of Birth: Feb 23, 1977
- Marital Status: Married
Timeline
Senior Manager – Client Services
Infosys BPM
04.2023 - Current
Country Head – Costa Rica
Infosys BPM
03.2019 - 04.2023
Center Head – Jaipur, India
Infosys BPM
10.2016 - 02.2019
Client Operations Lead – Jaipur & Chennai
Infosys BPM
04.2012 - 10.2016
Client Operations Lead – Manila, Hyderabad & Pune
Infosys BPM
08.2010 - 04.2012
Principal Consultant – Telecom Vertical
Infosys BPM
11.2007 - 08.2010
Senior Operations Manager – Telecom Account
Infosys BPM
10.2006 - 11.2007
Operations Manager
Infosys BPM
04.2005 - 09.2006
Assistant Manager – Operations
Infosys BPM
01.2004 - 03.2005
Customer Care Officer, Officer Sales
Jetair, Essar Cellphones, Hutchison Max
08.1997 - 01.2024
Bachelor of Arts - Sales Management, Advertising & Promotions
SD College, Punjab University
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