Shailesh Karkera

About Shailesh Karkera

With over 19 years of experience in the BPO industry, I am a Deputy General Manager at Cognizant, where I lead a team of 200 professionals and deliver service metrics, client commitments, and contract adherence for the manufacturing domain. I have successfully handled multiple projects and engagements, involving varied technologies, domains, and roles, and have established strong relationships with domestic and overseas clients.My core competencies include project management, service delivery management, process improvement, customer support, quality management, team management, and communication skills. I have a Diploma in Business Administration and a Bachelor\'s Degree in Pharmacy, which provide me with a solid foundation in business and technical knowledge. I am passionate about driving operational excellence, enhancing customer satisfaction, and enabling business growth for Cognizant and its clients.

Experience

1. Deputy General Manager

   Cognizant

   Oct 2020 — Present · Airoli, IN

   Handling a team of 200 team members and keeping them motivated to meet the process service level agreement and their individual key performance indicators. Responsible for the overall delivery of the engagement.• Responsible for delivering service metrics, client commitments and adherence to contracts. Maintaining good relationships with clients via regular interactions in weekly/monthly connects. Travelling to client sites for further strengthening the bonds.• Liaise with Operation Manager/ Account Manager / Program Director regarding team management activities. Participating in and supporting strategic planning and decision-making.• Coordinate with other project teams to identify opportunities in the end-to-end process starting from Country organizations to drive optimizations, manage delivery including budgeting, revenue & cost, capacity planning, tracking and reporting financial status of assigned projects to senior leadership.• Ensure adherence to internal and client procedures for self and team. Ensuring training compliance and proper documentation is maintained for self and leads. Guide Operations Managers/Team Managers in process improvement/automation initiatives in agreement with the Client.• Overseeing adherence of billing activities month on month basis. Representing the team during external and internal audits. Align safety case processing teams with other teams to derive synergies of resources communication with Client from a strategic perspective Operations review, understanding client’s needs and translating them into visible business process.

Education

• Bharati Vidyapeeth's College Of Pharmacy Navi Mumbai

  Bachelor's degree, Pharmacy

  1999 — 2004

• Wellingkar's Institute of Management

  Diploma in Business administration (General Management)

  2008 — 2009

• Wellingkar’s Institute of Management

  Diploma in Business Management

  2007

Skills

• Team Management
• Management
• Service Delivery