Vijay Bhaskar Chaganti
Hyderabad
Summary
Project Management Professional - PMP® | Operations Leader | 22+ Years of Global Expertise
Accomplished operations professional with over two decades of leadership in operations management, business administration, and compliance governance, delivering consistent value across BPO, KPO, Sales, and Marketing domains with deep expertise in the US Insurance Industry.
Revenue Governance & Compliance - Spearheaded operational governance for portfolios exceeding $50M annually, ensuring adherence to global standards, optimized process structures, and long-term value creation.
Transformation Specialist - Successfully transitioned 10+ global clients in outsourcing and service delivery, implementing scalable operating models, robust knowledge transfer (KT) frameworks, and seamless client onboarding.
Process Excellence Recognized for leading SOP framework initiatives, reducing Turnaround Times (TAT), and saving significant FTE capacity through process improvements and automation.
Operational Innovation - Established Centers of Excellence in BPO/KPO divisions, fostering innovation, continuous improvement, and strong stakeholder governance while ensuring SLA adherence.
People-First Leadership - Extensive expertise in workforce planning, talent development, and performance management, building high-performing teams through structured training, capability building, and career progression programs.
Strategic Advisor - Trusted partner to COOs, aligning, planning, budgeting, and forecasting with growth objectives, enabling accurate decision-making, cost optimization, and sustainable business controls.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Onboarding and Compliance Specialist
OIP Robotics Private Limited
Hyderabad
07.2025 - Current
- Maintained accurate documentation to meet programme requirements and contractual obligations.
- Supported office operations by taking on ad-hoc clerical duties.
- Set schedules and routines to help with smooth running of facility.
- Led cross-functional teams in high-stakes environments, fostering collaboration and driving successful outcomes.
- Analysed complex data sets to inform evidence-based decisions, enhancing project success rates.
- Delivered bespoke training programmes to staff, significantly improving team competency and performance metrics.
- Oversaw compliance with regulatory standards, mitigating risks and safeguarding organisational reputation.
Assistant Vice President
OIP Robotics Private Limited
Hyderabad
11.2022 - 07.2025
- Analysed data to evaluate and contain critical concerns whilst implementing remedial action.
- Led cross-functional teams through change management lifecycles, maintaining smooth business function.
- Monitored compliance with agreed management systems, enabling prompt identification and remedy of risk factors.
- Established department targets and monitored progress towards KPIs, motivating and coaching teams to attainment.
- Designed automation solutions for manual workflows to improve operational and financial efficiency.
- Kept organisation in compliance with regulations and internal requirements.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Reviewed reports, recommendations and requests from subordinate leadership.
- Established company targets based on previous performance and predicted forecasts.
- Analyzed and determined courses of action to align operations and revenue performance with organizational goals.
- Managed complex client queries and issues, providing expert advice and solutions to maintain high satisfaction levels.
- Analysed client satisfaction surveys to identify areas for improvement, leading to enhanced service delivery.
- Developed and maintained a comprehensive client database, utilising CRM tools for efficient communication and record-keeping.
- Managed client accounts, conducted regular reviews, and identified opportunities for upselling and cross-selling.
Vice President
Tammina Infotech Private Limited
Visakhapatnam
03.2022 - 11.2022
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom- line profits
- Identified issues with production, workforce and material sourcing and implemented successful solutions
- Resolved issues and recommended actions based on production and compliance reports
- Collaborated with senior management to develop strategic initiatives and long term goals
- Evaluated product development strategies and prepared alternative approaches to goal achievement
- Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas
- Demonstrated proficient leadership skills to motivate employees and build competent teams
- Implemented Policy & Procedures and Performance metrics
- Drove short-term and advanced promotional initiatives and planning processes.
- Created resources and materials to support team understanding and aid delivery of business aims.
- Tracked organizational performance against objectives and revamped strategies to better meet targets.
Data Management Specialist
Patra India BPO Services Pvt Ltd
Visakhapatnam
10.2017 - 03.2022
- Extended full support to US Sales Operations and Management by working closely with US Sales Solution Consultants and US Sales and Marketing Department
- Responsible to handle any Data related issues within responsibility
- Ensuring all in house data management systems are updated to help Executive Team build reports as per the need
- Ensuring all special projects and new implementations are accomplished as per the demands of the business
- Reporting directly into Director of Sales Solutions in US and to provide full support to VP – Marketing, Director – Marketing, Director - Communications
- Monitoring US market trends, mergers and acquisitions movement in company focus areas.
- Implemented document management solutions with primary focus on document control, distribution and knowledge management.
- Troubleshot data-related problems and coordinated maintenance or modifications to correct defects.
- Verified compliance with data retention requirements by managing document catalogues for long-term archival of data associated with contract
- Received and processed contract data requirements list (CDRL) deliverables and associated documentation.
Deputy General Manager
Patra India BPO Services Pvt Ltd
Visakhapatnam
04.2016 - 10.2017
- Extending full and strategic support to GM in the management of the entire India Operations
- Responsible to handle Visakhapatnam operations, with 8 Senior Managers reporting and in turn 1100 employees approximately
- Responsible to improve efficiency, which includes billing and productivity
- Training and Mentoring to develop effective communication within the reporting groups
- Ensuring SLA is met for all clients
- Ensuring all special projects and new implementations are accomplished as per the demands of the business
- Work closely and provide full support to US personnel (VP - Quality and Process Improvement, VP - Training, Director - Document Solutions, Director - Client Services) to assist them in all project roll out
- Forecasting any operational challenges and resolving client issues.
- Worked with senior management to create and implement development strategies for improved profit levels.
- Motivated and coached teams to deliver consistently exceptional service.
- Deputised for general management, stepping in to assume full operational responsibilities whilst maintaining first-class service delivery.
Asst. General Manager
Patra India BPO Services Pvt Ltd
Visakhapatnam
07.2015 - 04.2016
- Full support to GM and DGM in the management of the operations
- Responsible to meet performance and profitability goals
- Responsible to ensure growth of three other branches in India
- Coordinating with other departments like HR, Admin, Accounts and IT for smooth operations
- Forecasting any operational challenges and resolving client issues
- Planning and allocation of human resources to achieve targets required by the company
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures
- Mentored and motivated team members to achieve challenging business goals
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Managed the hiring of new staff, completing matters including reviewing applications, conducting interviews and selecting candidates.
- Ensured daily business operations ran smoothly and efficiently by closely monitoring procedures and staff operations.
Sr. Manager
Patra India BPO Services Pvt Ltd
Visakhapatnam
09.2010 - 07.2015
- Extensive working with US account managers in Insurance Industry to resolve any issues between them and Indian Operations and thereby building an excellent customer satisfaction
- To set periodical targets for my work force, changing of plans based on priorities which should enable in achieving targets set by the company
- Resource planning and scheduling activities based on priorities and managing, supervising the activities of the staffs in the branch
- Coordinating with other departments like HR, Admin, Accounts and IT to ensure seamless operations
- Forecasting any operational challenges and resolving client issues
- Planning and allocation of human resources to achieve targets required by the company
- Major Accomplishments - Two major departments “Training” and “Help Desk” have been successfully developed during my tenure.
- Implemented productivity benchmarks across all departments to maximize company revenue
- Held monthly meetings to create business plans and workshops to drive successful business
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities
- Executed appropriate staffing and budgetary plans to align with business forecasts
- Provided strong leadership to enhance team productivity and morale.
- Hired and evaluated associates and management staff to add to workforce and meet demands.
Manager
Patra India BPO Services Pvt Ltd
Visakhapatnam
09.2009 - 09.2010
- Monitoring the process metrics on daily basis and Generation of SLA Reports
- Directing the teams with the plan of action to meet targets
- Contribute in increasing team efficiency by giving support both operationally and administratively
- Develop leaders within group, interacting with teams to achieve given targets
- Responsible to ensure quality and accuracy norms are met as per SLA
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Kept detailed records of daily progress to identify and correct areas needing improvement
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained positive, professional working environment to optimize staff and customer satisfaction.
Supervisor
Patra India BPO Services Pvt Ltd
Visakhapatnam
08.2007 - 09.2009
- Handled 5 Team Leads and support them to reach their targets in all aspects
- Implementing new processes by working effectively with US Account Managers
- Handling and resolving any issues post implementation and thus setting up for smooth running
- Timely generation and analysis of reports
- Achieved daily and monthly targets given by the company
- Applied strong leadership talents and problem- solving skills to maintain team efficiency and organize workflows
- Conducted employee evaluations to provide feedback and set expectations for future job performance
- Maintained compliance with company policies, objectives and communication goals
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Team Leader
Encore India Solutions, Pvt. Ltd
Visakhapatnam
09.2006 - 07.2007
- Working for US clients by processing their requests in time specified by them on RUSH basis
- Met daily and monthly targets set by the company
- Understanding the requisition of the clients to fulfill them and to work up to 45 requirements in a day
- Meeting the client's need in timely manner by working with the sense
- Achieved daily and monthly targets given by the company
- Built strong relationships with customers through positive attitude and attentive response
- Mentored and guided employees to foster proper completion of assigned duties
- Participated in cross-functional team-building activities
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
Process Executive
Encore India Solutions, Pvt. Ltd
Visakhapatnam
09.2005 - 09.2006
- Responsible for handling requirements from US clients
- Worked with up to 20 requirements in a day
- Understanding the requisition of the clients and fulfilling them
- Meeting the client's need in timely manner
- Achieved days & monthly targets given by the company
- Working on MS Office, MS Outlook and other client's software
- Major Accomplishments - Awarded as, BEST EMPLOYEE for the month for July in 2006
- Spearheaded organizational development efforts, incorporating macro-level business process enhancements
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance
- Prepared accurate documents for customer and business needs.
Sale Officer
Ion Exchange (I) Ltd
Visakhapatnam
01.2003 - 07.2005
- Responsible for handling sales in Vizag
- Vizianagaram, Srikakulam, East and West Godavari Districts.
- Responsible for improving sales for the dealers and thus making profits for dealer and the company
- Responsible for making 50 calls a day
- Responsible for handling customer queries and service requests in the above five districts for better customer satisfaction levels and thus improving the revenue to the company
- Achieved days & monthly targets given by the company
- Enhanced sales operations through development of new sales strategies, cold calling techniques and customer follow-up
- Forecasted sales and established processes to achieve sales objectives and related metrics
- Connected with prospects through trade shows, cold calling and local-area networking.
- Maintained excellent client relationships by providing excellent customer service and proactively solving issues.
- Continuously improved self-performance by analyzing customer feedback and monitoring service reviews.
- Encouraged repeat sales by organizing regular client meetings, visits and Zoom calls to discuss satisfaction and requirements.
- Successfully identified upselling and cross-selling opportunities through research and client feedback.
Sale Executive
Ion Exchange (I) Ltd
Visakhapatnam
01.2001 - 01.2003
- Responsible for handling sales in Vizag
- Vizianagaram, Srikakulam, East and West Godavari Districts
- Responsible for handling dealers
- Responsible for improving sales for the dealers and thus making profits for dealer and the company
- Responsible for making 50 calls a day
- Responsible for handling customer queries and service requests in the above five districts for better customer satisfaction levels and thus improving the revenue to the company.
- Contacted current and potential clients to promote, upsell and cross-sell products and services.
- Managed customer relationships through consultative sales techniques to attain individual sales goals.
Education
Bachelor of Science - Science
Andhra University - L. Bullayya College
Visakhapatnam, AP06-2001
Skills
Operations & Compliance Leader 22 Years of Global Expertise
Accomplished operations professional with over two decades of leadership in operations management, business administration, and compliance governance, delivering consistent value across BPO, KPO, Sales, and Marketing domains with deep expertise in the US Insurance Industry
Revenue Governance & Compliance - Spearheaded operational governance for portfolios exceeding $50M annually, ensuring adherence to global standards, optimized process structures, and long-term value creation
Transformation Specialist - Successfully transitioned 10 global clients in outsourcing and service delivery, implementing scalable operating models, robust knowledge transfer (KT) frameworks, and seamless client onboarding
Process Excellence Recognized for leading SOP framework initiatives, reducing Turnaround Times (TAT), and saving significant FTE capacity through process improvements and automation
Operational Innovation - Established Centers of Excellence in BPO/KPO divisions, fostering innovation, continuous improvement, and strong stakeholder governance while ensuring SLA adherence
People-First Leadership - Extensive expertise in workforce planning, talent development, and performance management, building high-performing teams through structured training, capability building, and career progression programs
Strategic Advisor - Trusted partner to COOs, aligning, planning, budgeting, and forecasting with growth objectives, enabling accurate decision-making, cost optimization, and sustainable business controls
Certification
- Project Management Professional - PMP® Certified
- Six Sigma certified Green Belt
Accomplishments
- Recognized by management for bringing positive impact globally, leading to increased satisfaction of customers. Awarded as "Global Impact Award for the year 2016" by the CEO.
- Specially recognized by The National Alliance in developing the CISR program.
- Recognised by management for team organization behaviours, leading to increased retention.
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of the task.
- Formally recognized by the organization for completing 10 years of dedicated service, demonstrating sustained excellence, commitment, and valuable contributions.
- Best Employee of the Month.
Timeline
Onboarding and Compliance Specialist
OIP Robotics Private Limited
07.2025 - Current
Assistant Vice President
OIP Robotics Private Limited
11.2022 - 07.2025
Vice President
Tammina Infotech Private Limited
03.2022 - 11.2022
Data Management Specialist
Patra India BPO Services Pvt Ltd
10.2017 - 03.2022
Deputy General Manager
Patra India BPO Services Pvt Ltd
04.2016 - 10.2017
Asst. General Manager
Patra India BPO Services Pvt Ltd
07.2015 - 04.2016
Sr. Manager
Patra India BPO Services Pvt Ltd
09.2010 - 07.2015
Manager
Patra India BPO Services Pvt Ltd
09.2009 - 09.2010
Supervisor
Patra India BPO Services Pvt Ltd
08.2007 - 09.2009
Team Leader
Encore India Solutions, Pvt. Ltd
09.2006 - 07.2007
Process Executive
Encore India Solutions, Pvt. Ltd
09.2005 - 09.2006
Sale Officer
Ion Exchange (I) Ltd
01.2003 - 07.2005
Sale Executive
Ion Exchange (I) Ltd
01.2001 - 01.2003
Bachelor of Science - Science
Andhra University - L. Bullayya College