Rakesh Sharma
Pune
Summary
Dynamic operations leader with a proven track record at Infosys BPM, driving transformational projects and enhancing customer satisfaction. Skilled in data-driven decision-making and fostering teamwork, I successfully managed 300+ FTEs while optimizing costs and improving performance outcomes. My friendly approach and problem-solving abilities have consistently delivered operational excellence.
Overview
16
16
years of professional experience
Work History
Lead Client Operations and Services
Infosys BPM
02.2024 - Current
- Handling entire project of 300+FTEs based out of two locations in India (Pune and Bangalore)
- Ensuring project is delivering positive operating and gross margin
- Leading the transformation projects to ensure customer will have cost as well as better experience for their end customer
- End to end accountability of governance, audit, Operations, Metrics for the engagement
- Driving AI Culture across the team to ensure every individual from Junior management to middle management is aware about the technology
- Negotiations with the client on cost management and billing related queries
- Ensuring Project is Compliant in all the aspects related to ISO guidelines
- Being nominated for Leadership Connect within the organization to share my journey across other engagement
- Multiple Visit to UK at client location for ensuring smooth relationship and discussion on enhancing business
- Engaged in RFP and contractual extension where played pivotal role to extend the contract
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Sr Operations Manager
Infosys BPM
04.2021 - 01.2024
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
- Prepared documents for internal and external audits.
- Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
Operations Manager
Infosys BPM
04.2019 - 03.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed and implemented strategies to maximize customer satisfaction.
Assistant Manager
Infosys BPM
10.2015 - 04.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Team Lead
Infosys BPM
07.2012 - 09.2015
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Process Specialist
Infosys BPM
10.2009 - 06.2012
- Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
- Implemented new process automation tools, resulting in reduced manual labor and increased productivity.
- Optimized process efficiency by identifying bottlenecks and implementing improvements in workflows.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
- Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
- Streamlined communication within the team, leading to better project coordination and timely completion of tasks.
Senior Process Executive
Infosys BPM
10.2008 - 09.2009
- Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
- Optimized production quality by identifying bottlenecks and developing targeted solutions.
- Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
- Provided strategic and operational recommendations for improvement across departments.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
Education
Bachelor of Commerce -
Pune University
Pune04-2007
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Playing and watching Cricket
I have played cricket at club level, school level and like to watch every cricket match
Timeline
Lead Client Operations and Services
Infosys BPM
02.2024 - Current
Sr Operations Manager
Infosys BPM
04.2021 - 01.2024
Operations Manager
Infosys BPM
04.2019 - 03.2021
Assistant Manager
Infosys BPM
10.2015 - 04.2019
Team Lead
Infosys BPM
07.2012 - 09.2015
Process Specialist
Infosys BPM
10.2009 - 06.2012
Senior Process Executive
Infosys BPM
10.2008 - 09.2009
Bachelor of Commerce -
Pune University
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