Karan R K profile photo 1 on Tal

Karan R K

Assistant Manager – Service Delivery & Operations | Concierge Operations | Customer Experience & Escalation Management | SLA/KPI Governance | Stakeholder Engagement | Driving Operational Excellence.

Bengaluru

5+ years of work experience

R360 Group
Nov 20241 yr 8 mosPresent

Bengaluru, Karnataka, India

Lead end-to-end concierge and loyalty operations across BFSI, travel, and lifestyle portfolios. Drive operational excellence through structured governance, KPI alignment, and people leadership. 1. Spearhead concierge program setup, SOP design, and process optimization. 2. Define and track KPIs to enhance efficiency, SLA adherence, and service quality. 3. Manage client relationships, performance governance, and cross-functional coordination. 4. Mentor teams to deliver consistent, high-touch service experiences. Result: Streamlined operations and strengthened delivery standards, positioning the concierge function as a strategic growth driver for client programs.
Transact Global
Aug 20231 yr 4 mosNov 2024

Bengaluru, Karnataka, India

Led concierge operations supporting BFSI and lifestyle clients, ensuring seamless service delivery, SLA adherence, and process excellence. Managed team performance, client coordination, and quality governance across multiple service lines. 1. Supervised daily operations and resource allocation for SmartBuy and premium client programs. 2. Defined workflows and reporting dashboards to improve visibility of key performance metrics. 3. Coordinated with clients for service reviews, escalations, and continuous improvement initiatives. 4. Mentored and developed team leads and associates to deliver consistent performance and customer satisfaction. Result: Achieved significant improvements in process accuracy, SLA compliance, and customer satisfaction, strengthening client trust and operational efficiency.
Transact Global
Sep 202211 mosJul 2023

Bengaluru South, Karnataka, India

Led a concierge operations team delivering premium customer experiences for BFSI and lifestyle clients. Focused on performance management, SLA governance, and service quality across multiple touchpoints. 1. Managed day-to-day concierge operations, ensuring seamless delivery and quick escalation resolution. 2. Monitored KPIs, coached team members, and drove continuous improvement in service standards. 3. Collaborated with clients and internal teams to refine workflows and enhance customer satisfaction. Result: Strengthened team efficiency and service consistency, contributing to higher client confidence and improved customer experience.
Transact Global
Sep 20211 yr 1 moSep 2022

Bengaluru, Karnataka, India

Served as the process expert for SmartBuy concierge operations, ensuring accuracy, compliance, and premium customer experience. 1. Delivered on-the-job training, quality audits, and process documentation to strengthen team performance. 2.Acted as escalation point and supported workflow optimization to enhance service delivery and SLA adherence. Result: Improved process efficiency and elevated service quality through consistent coaching and operational oversight.

Education

Diploma of Education, Electrronics and Communication

Al Khateeb Polytechnic

20144 yrs2018

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Karan R K on Tal

Headline

Assistant Manager – Service Delivery & Operations | Concierge Operations | Customer Experience & Escalation Management | SLA/KPI Governance | Stakeholder Engagement | Driving Operational Excellence.

Location

Bengaluru

Work experience

Operations Project Lead at R360 Group, Nov 2024 - Present · 1 yr 8 mos, Bengaluru, Karnataka, India, Lead end-to-end concierge and loyalty operations across BFSI, travel, and lifestyle portfolios. Drive operational excellence through structured governance, KPI alignment, and people leadership. 1. Spearhead concierge program setup, SOP design, and process optimization. 2. Define and track KPIs to enhance efficiency, SLA adherence, and service quality. 3. Manage client relationships, performance governance, and cross-functional coordination. 4. Mentor teams to deliver consistent, high-touch service experiences. Result: Streamlined operations and strengthened delivery standards, positioning the concierge function as a strategic growth driver for client programs.

Assistant Manager - Service Delivery & Operations at Transact Global, Aug 2023 - Nov 2024 · 1 yr 4 mos, Bengaluru, Karnataka, India, Led concierge operations supporting BFSI and lifestyle clients, ensuring seamless service delivery, SLA adherence, and process excellence. Managed team performance, client coordination, and quality governance across multiple service lines. 1. Supervised daily operations and resource allocation for SmartBuy and premium client programs. 2. Defined workflows and reporting dashboards to improve visibility of key performance metrics. 3. Coordinated with clients for service reviews, escalations, and continuous improvement initiatives. 4. Mentored and developed team leads and associates to deliver consistent performance and customer satisfaction. Result: Achieved significant improvements in process accuracy, SLA compliance, and customer satisfaction, strengthening client trust and operational efficiency.

Team Lead - Service Delivery & Operations at Transact Global, Sep 2022 - Jul 2023 · 11 mos, Bengaluru South, Karnataka, India, Led a concierge operations team delivering premium customer experiences for BFSI and lifestyle clients. Focused on performance management, SLA governance, and service quality across multiple touchpoints. 1. Managed day-to-day concierge operations, ensuring seamless delivery and quick escalation resolution. 2. Monitored KPIs, coached team members, and drove continuous improvement in service standards. 3. Collaborated with clients and internal teams to refine workflows and enhance customer satisfaction. Result: Strengthened team efficiency and service consistency, contributing to higher client confidence and improved customer experience.

Senior Subject Matter Expert at Transact Global, Sep 2021 - Sep 2022 · 1 yr 1 mo, Bengaluru, Karnataka, India, Served as the process expert for SmartBuy concierge operations, ensuring accuracy, compliance, and premium customer experience. 1. Delivered on-the-job training, quality audits, and process documentation to strengthen team performance. 2.Acted as escalation point and supported workflow optimization to enhance service delivery and SLA adherence. Result: Improved process efficiency and elevated service quality through consistent coaching and operational oversight.

Education

Diploma of Education, Electrronics and Communication, Al Khateeb Polytechnic