Karthik Nagaraj

IBM GPS pvt ltd, Bangalore
Delivery Manager-Operations December 2011 to Present

Responsibilities:
• Managing 200 agents and 6 Assistant Managers and Deputy Managers for a leading UK Banking Client
• Line of work is smooth work flow of operations in Banking industry and ensuring customers are treated fairly
• Ensure daily call forecasts are met by real time co-ordination with call management group
• Manage monthly TL appraisal and oversee associate appraisal
• Responsible for span absenteeism and attrition
• Performance management to ensure that span meets the required quality and targets on a weekly and monthly basis
• Conduct monthly Rewards and Recognition for the span
• Communicate internally with the various departments like Quality, WFM, HR and Training to facilitate smooth running of operations
• Organize and co-ordinate Leadership training programmes for supervisory level
• Coordinated and assisted the management to provide value add service to our clients thru programmes like Kaizen, Operational excellence and Process initiatives
• Assist Process Excellence leads with projects identified to improve process
• Travelled to United Kingdom (London) for setting up Processes under Banking Domain
• Travelled to Philippines (Manila) on Project Work to stabilize and streamline Banking Domain
• Chosen as Subject Matter Expert in all the Banking Back office domain to lead any potential client Visits. Supported the Solutions Team in planning and execution of new Banking accounts



• Best span over the last 3 months on Customer Satisfaction score post it's launch in July 09
• Was chosen to be a part of the Due Diligence activity for a period of 3 weeks for leading bank in the UAE at Dubai
• Was awarded with STAR, GEM and Retention rewards
• Have been awarded as Top Talent for 2 consecutive years

IBM GPS pvt ltd, Bangalore
Assistant Manager January 2008- March 2010

Responsibilities:
• Managed 21 agents and 1 Subject matter expert along with 2 quality associates for a leading bank in the UK
• Handled B2C type call center (support desk) operation and back office administration catering to UK region and directly reporting into Operations Manager
• Was involved in recruitment process for the project
• Interact with the Client on a daily basis and furnish data for client weekly, monthly and quarterly reviews
• Weekly reviews with local and Client tech team to discuss technology performance and also liaise with Service delivery manager for any downtime issues
• Was responsible for project incentives and had the opportunity to take decisions to improve profits
• Interact with client relation team and finance team, furnish data for generation of invoice
• Conduct monthly appraisal for Team Executives and oversee associate appraisal
• Conduct monthly Rewards and Recognition for the span
• Conducted training sessions to improve the quality of call process and also was involved in projects to reduce defects
• Co-ordinate with training and Quality department to ensure that quality of work is as per client requirements
• Provided performance coaching and implemented strategies for career development of staff
• Give innovative ideas to client to improve their business and thus add value- One of the ideas given by us saved the client great amount of time on TAT of contracts being generated at back office and thus improved CSat
• Document all relevant information to build case studies for the support desk including the impact to the customer, problem symptom and status information



• Managed the account with an average attrition of 1.4% and less than 1% absenteeism for year 2008
• 98% plus SLA's on TAT and Accuracy met in year 2008
• Received appreciations from Management during E-Sat survey/Management Feedback programs conducted
• Received multiple appreciations proving and displaying excellent managerial skills
• Promoted as an Assistant Manager in June 2008

First Source Solutions Limited (Formerly known as ICICI One Source)

Team Executive/Process Leader March 2005 - December 2007

Responsibilities:
• Worked for a leading UK car insurance company handling a team of 16 associates
• Handled the customer grievance, sales and accounts department profiles.
• Monitor calls and provide feedback to ensure associates are delivering the required quality on calls and coach them to improve overall performance
• Conducted training sessions for the operators to develop their quality of service
• Implemented initiatives to assist representatives in meeting customer call center goals
• Provided performance coaching and implemented strategies for career development of staff
• Responsible for gathering and updating the reports and conducting monthly appraisals

• My team was the second best across centres for the client in 2005 - 2006.
• Was deputed to Mumbai to set up the Pilot batch there and train new staff

First Source Solutions Limited (Formerly known as ICICI One Source)

Senior Customer Support Associate July 2004 - February 2005

Responsibilities:
• Involved in sales and customer service operations for the car insurance process
• Assisted Team Lead in coaching and mentoring new staff by monitoring call quality
• Responsible for generating and updating reports for the team



• Awarded Best Salesman for Car Insurance Process by the Client
• Elevated as Team executive From Senior Customer Support associate in March 2005

Manipal Infocom (Dial M) - Bangalore
Sales Associate July 2003 - July 2004

Responsibilities:
• Provided responsive and competent support to customers in the areas of the UK catalogue shopping company
• Worked for pilot batch of US credit card process


• Top 5 Sales Man Award for Catalogue Shopping Process