Sharath Kumar
Business Process Transformation & Service Delivery Leader
Professional Summary
Experienced Business Process Transformation & Service Delivery Leader with over 20 years of experience driving operational excellence and strategic growth. Adept at P&L management, Lean Six Sigma, and process migration. Proven success in converting cost centers into profitable business units by optimizing workflows and leading large, cross-functional teams. A certified Lean Six Sigma Green Belt with a strong focus on enhancing customer satisfaction, ensuring revenue, and achieving measurable results in complex, multi-channel environments.
Key Accomplishments
CEO Award
Recognized with the CEO Award for top performance in India for two consecutive years.
Operational Efficiency
Re-engineered back-office workflows, enabling a 25% workforce optimization while consistently exceeding daily production targets.
Strategic Turnaround
Appointed to an elite 8-member task force to lead a strategic turnaround of a new product line, overseeing a $100 million investment and driving a return to profitability.
Revenue Generation
Streamlined and automated the installation process for a new product, increasing customer conversion from 54% to 87%, significantly accelerating revenue.
Lean Six Sigma
Runner-up in a Lean Six Sigma competition.
Clients
Professional Experience
Practice Head Ops Transformation & Excellence
- Spearheaded operational transformation initiatives, enhancing service delivery across various sectors, including Telecom, Retail, and Healthcare.
- Optimized SLA and P&L management, I achieved significant cost reductions and improved profitability for strategic accounts. I led cross-functional teams to execute high-impact projects, consistently driving measurable results in multi-channel engagements.
Vice President of Operations
- Directed end-to-end operations with a distinguished record in P&L management and business process transformation.
- Consistently exceeded complex SLA and KPI targets through expertise in Lean Six Sigma, strategic planning, and process migration.
- Managed compliance and risk as a certified Lean Six Sigma Green Belt.
Associate Vice President - Operations
- P&L and Strategic Leadership: Directed operations as the Pan India Premium Accounts Head, overseeing three sites and 1000 employees, with a focus on achieving financial targets and business growth.
- Customer-Centric Growth: Developed and executed comprehensive customer acquisition and retention strategies, leveraging Six Sigma methodologies to resolve complaints and ensure high client satisfaction.
Associate Vice President Operations
- Directed a 1300 Associates Premium team across four locations, focusing on revenue growth and customer retention for Broadband, Landline, and Mobile services.
- Championed Six Sigma methodologies to optimize CRM processes and improve customer communication and complaint resolution across voice and email support.
- Oversaw financial budgets and implemented strategic cross-selling and collection programs to ensure revenue assurance and achieve key business objectives.
General Manager of Operations
- Managed a 900-member team across four sites in India, focusing on customer retention and strategic growth for Broadband, Landline, and Mobile services.
- Drove financial performance by meeting budgetary targets and implementing cross-selling and revenue assurance programs, while leveraging Six Sigma methodologies to enhance CRM processes.
Deputy General Manager of Operations
- Successfully managed a team of over 7,000 employees across 7 sites, overseeing pan-India operations.
- Used Six Sigma methodologies to enhance CRM processes and improve client satisfaction, while maintaining accountability for financial performance, budgetary targets, and revenue assurance.
Assistant General Manager of Operations
- Managed a 1,200-person, multi-channel contact center to oversee end-to-end delivery of Postpaid, Prepaid, and QRC services.
- As a strategic and operational leader, my focus was on meeting financial targets, maximizing profitability, and ensuring exceptional client satisfaction by leveraging my expertise in strategic planning, workforce forecasting, and leadership development.
Senior Business Operations Manager
- Supervised a 900-person inbound and outbound contact center, overseeing Postpaid, Prepaid, and ARC Hotline services.
- Achieved all Service Level Agreements (SLAs) and productivity targets while maintaining cost-effective profitability.
- My role also involved strategic workforce forecasting, resource planning, and implementing efficiency-driven process improvements.
Manager of Operations
Assistant Manager of Operations
Group Lead Operations
Core Competencies
Operational Leadership
- P&L Management
- Service Delivery
- Business Process Transformation
- Lean Six Sigma
- Strategic Planning
Project Management
- Process Migration
- Change Management
- Performance Optimization
- Workforce Management
Financial Acumen
- Revenue Assurance
- Budgeting
- Cost Reduction
- Financial Reporting
Team & People Leadership
- Multi-site Management
- Team Building
- Succession Planning
- Leadership Development
Technical & Process Skills
- CRM Optimization
- Data Analysis
- Quality Assurance
- COPC
- Six Sigma
- MS Excel
Affiliations
COPC
SIX SIGMA
Education
Bachelor's of Commerce
Delhi Commercial Univerity
Bachelor of Arts
Andhra University
Languages
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