1. Summary
 12+ years of work experience in Operations spanning across BPO Healthcare and Insurance sectors
 Strong cross-functional experience including leading Operations build-up & BAU Service Delivery, Transition coordination, SLA
management, Change management, CSAT Delivery, Business Analytics and Process Improvement, Contract management, SLA
negotiations and adherence to compliance and regulatory requirements
 Experience in developing proactive proposals / identifying opportunities for ramping up FTEs across lines of busin ess including
defending revenue
 Has driven implementation of several Transformation projects for various processes
 While driving Operations and Business Development initiatives to achieve top-line and bottom-line results, examples of some key
achievements are listed below:-
 Have led multiple processes in current and earlier organization including scaling up the teams to a size of 500 FTEs
 Led operational build-ups for 5 engagements thus far
 Conducted feasibility study and scoping of migration of a 450 FTEs process
 Led a Process Improvement initiative,delivered USD 1.5Mn hard savings to the clientand was ranked highly across Infosys for
all projects delivered in 2014-15.
Education Certifications
MBA Finance in 2004 from Institute of Management Studies, Ranchi University Black Belt in LEAN Six-Sigma
B.Sc. Chemistry in 2001 from Ranchi University AHIP certifications: FAHM and PAHM
Work Experience
InfosysBPO Ltd. from 28th May 2012 to Present
Senior Operations Manager : 1st July’16 to Present AssistantManager : 1st July’13 to 30th June’14
Operations Manager : 1st July’14 to 30th June’16 Team Lead : 28th May’12 to 30th June’13
My Goal: Delivering business outcomes for the client by running noiseless processes and applying process excellence techniques with
the help of a team of 150+ people
 Service Delivery: Developed effective Governance, ensured consistent performance to SLAs, implemented measures for
Quality Control & Assurance, developed Customer Satisfaction program and implemented robust Escalation Mechanism,
encouraged sharing and replication of Best Practices, driven Continuous Improvement by implementing Lean/Six Sigma and
generated insights through Analytics
 People: Hired and deployed Right Skilled Resources, championed Domain Certification program, tracked Application of
Learning and implemented Talent Exchange program
 Business & Finance Management: Ensured Zero Revenue leakage, Revenue Forecasting, assisted in Developing Annual Budget,
contributed in minimizing Budget vs. Actual variance, sound knowledge of various Billing Methods, Worked on Staffing /
Banding and Pricing for large deals
 Knowledge Management: Developed SOPs and implemented Process Training & Certification programs, built Knowledge
Repository, monitored Backup & Handover process, authored PoVs
 Risk & Compliance: Ensured Physical and Data Security in line with ISO standards, developed Control Design and implemented
the framework at process level, Control Monitoring through FMEA and RCA
 Improved CSAT from 5.2/7 to 6.25/7 in two years and Improved ESAT from 3.85/7 to 5.41/7 in a year
 Reduced YoY employee attrition from ~32% to ~20% in FY 2015-16
 Placed 6 FTEs at onsite through talent exchange program by implementing several domain level initiatives
 Championed 30+ process improvement projects in a span of 3 years resulting total savings of USD ~10Mn
 Account being driven consistently above 60% Gross Margin and 85% Utilization
 Led predictable service delivery which resulted in revenue growth of 130%
 Anchored two landmark wins with total contract value of USD35Mn in US Healthcarepayer spaceby showcasingoperational
and domain depth
Ambuj Kumar
Contact No: +91 99230 72100 Current Location: Pune, India
Email: ambuj.kmr@gmail.com Role Designation: Senior Operations Manager

2.  Handled 2 large scale transition with multiple waves in the run simultaneously; also handled several small transition wi th FTE
scope of <20
 Successful completion of quarterly corporate and annual external audits; never received more than 2 major findings and
always closed the findings within given timeline
Regional Operations Manager in Brain Bridge Outsourcing Services Pvt. Ltd. from 1st
Aug 2009 to 26th
May 2012
 Started central processing unit in West region and developed to attain best in class sustainability PAN India
 Reduced loan disbursement TAT from 15 days to 8 days through overall process re-engineering that led to 62% decline in idle
customer ratio
 Successful UAT & Roll-out of Core Banking System (BR.NET) at 43 out of 45 branches of West region that helped achieve real
time financial transaction on firm’s books eventually ensuing robust & reliable MIS
 Developed and implemented a full-fledged model for Cash Management Services in West region that helped the region to save
Rs. 7 Lacs annually
 Reduced bank charges 32% and fund movement cost by 30% implementing netting-off
 Recommendation of accelerated repayment product on loans >15,000 attracted company wide acceptance which was rolled
out successfully; 18% portfolio on books as per last report
 Revision in interest calculation method, from yearly accrual to daily accrual led to 0.41% increasein overall Yield eventually will
generate 2.66 Cr of surplus revenue on the existing portfolio
Branch-in-Chargein ICICIPrudential LifeInsurance Company Ltd.from 5th
Sep 2007 to 18th
Jul 2009
 Best Branch for 2008-09 for cross-sell and Individual ‘TATVA’ award in the category of Legendary Customer Service
 Cross-sell of 3.6 million in FY 2008-09 achieving 180% target
 Customer Satisfaction score increased from 78% to 92% for the branch
 Responsible for New Business processing, Reject Handling, Branch Underwriting, Customer Service, Query Resolution, Request
& Complaint Handling, Escalations, Audit Compliance, Advisor Licensing & Servicing, Financial Transactions, Vault
Management, Receivables & Returns, Policy Servicing, Vendor Management
Senior CustomerService Associatein WNSGlobal ServicesPvt. Ltd. from21st
Apr 2005 to 4th
Sep 2007 for a British
multinational InsuranceCompany
 Migrated pensions process as a part of operations team
 Worked on a YB Six-sigma project on hand-off reduction
 Serviced pension policies on existing business task and directly communicated to the client to translate technical issues into
business terms
 Effectively preparing all reports of production, work queue auditing and quality checks, error database, etc.
 Mentoring and Monitoring of Junior Process Executives and new resources
Credit Officerin ICICIBank Ltd. from 19th
Jun 2004 to 16th
Apr 2005 for Retail products
 Preparing Credit Appraisal Memorandum for retail loan applications
 Systems checking of account details & preparing credit MIS
 Coordinating with Sales and Operations to ensure optimum loan disbursement
Other Information
Gender : Male Date of Birth : 29th Jan 1981
Marital Status : Married Visa Details : US - H1B work permit
US - B1/B2