Hari Anand

About Hari Anand

I am a PMP®-certified operations and process excellence leader with deep experience in driving service delivery, leading complex transitions, and building scalable operational frameworks across global environments. Currently serving as Senior Manager at IBM, I lead critical delivery and transition initiatives for enterprise clients, including large-scale queue migrations, stabilization of high-volume operations, and performance governance across productivity, quality, and turnaround metrics. I manage cross-functional teams, implement structured escalation and triage models, and drive data-led decision-making to ensure operational resilience. My career has been anchored in Lean Six Sigma–driven transformation—improving first-contact resolution, optimizing workflows, strengthening KPI governance, and delivering measurable business outcomes while enhancing customer and employee experience. I bring a unique combination of program management discipline, operational leadership, and continuous improvement expertise, enabling organizations to translate strategy into executable, sustainable delivery models.With experience spanning software-driven services, shared services operations, and account management environments, I am passionate about building high-performing teams, solving complex operational challenges, and driving efficiency at scale. I am always open to connecting with leaders and organizations focused on Operations Transformation, Delivery Excellence, and Process Innovation.

Experience

1. Sr Manager, Hro

   IBM

   Jan 2025 — Present · Bengaluru, IN

   Lead end-to-end service delivery and operational transition for enterprise clients, managing high-volume workflows and geographically distributed teams to ensure stable, SLA-driven operations.Provide people and program leadership to a multi-tier team structure, driving performance through clear governance, coaching, and capability building while fostering accountability and continuous improvement culture. Own productivity, quality, and turnaround metrics, using data-driven insights, root-cause analysis, and Lean Six Sigma methodologies to identify gaps and implement sustainable solutions.Spearhead transition and stabilization initiatives, including process migration, triage and escalation frameworks, and stakeholder alignment across operations, technology, and client teams. Focus on standardizing workflows, optimizing resource utilization, and enhancing customer experience while delivering scalable, resilient operating models aligned to business objectives.

Education

• College of Engineering Chengannur

  Bachelor of Technology (BTech), Computer Science and Engineering

• Infant Jesus Anglo Indian Higher Secondary School

  Plus 2, Maths