Headline

Operations Team Lead | Service Delivery & Operational Governance | UK Operations | Lean Six Sigma | Team Management

About

Operations and Service Delivery professional with 13+ years of experience in business operations, operational governance, service delivery, stakeholder management, compliance, KPI reporting, and team leadership within UK insurance and regulated environments. Proven expertise in managing large operational teams, driving business continuity, improving operational efficiency, ensuring SLA adherence, and delivering high-quality outcomes in high-volume service environments. Strong experience in cross-functional coordination, MIS reporting, operational controls, audit readiness, risk mitigation, process optimization, and continuous improvement initiatives. Experienced in collaborating with global stakeholders and leading operational excellence initiatives aligned with business and compliance objectives.

Location

Bengaluru

Work experience

Bid Manager at Tata Consultancy Services, Dec 2024 - Present · 1 yr 7 mos, India, Led end‑to‑end bid and RFP management, coordinating with sales, legal, finance, and delivery stakeholders to drive compliant and competitive proposals. Reviewed RFIs/RFPs, developed deal briefs and win strategies aligned to client objectives, and managed virtual bid teams to ensure timely, high‑quality submissions. Strengthened proposal governance through bid trackers and continuous improvement initiatives, enhancing overall bid effectiveness.

Team Lead at Tata Consultancy Services, Apr 2018 - Dec 2024 · 6 yrs 9 mos, Bengaluru, Karnataka, India, Led a 20+ member team, delivering a 20% productivity improvement and 5% quality uplift through structured coaching, workflow optimization, and performance governance. Owned capacity planning, SOP design, KPI tracking, and Business Continuity Planning (BCP) to ensure delivery stability and operational resilience. Drove 20+ process improvement initiatives, improving efficiency and contributing to double‑digit revenue impact. Strengthened team engagement and retention through regular 1:1s, team huddles, and performance reviews, while partnering with senior leadership and cross‑functional stakeholders to align execution with business and project objectives.

Project Management Officer at Tata Consultancy Services, Jun 2016 - Apr 2018 · 1 yr 11 mos, On-site, Prepared and analyzed weekly and monthly reports using SAP Business Objects for strategic leadership reviews. Coordinated with internal auditors, managed compliance artefacts, and resolved audit queries efficiently. Maintained and updated Business Continuity Plans (BCP) to support operational resilience. Managed associate onboarding/offboarding, CR billing, milestone invoicing, and allocation tracking via PRM & PCM. Created and presented project status decks and budget reports to aid financial forecasting and resource planning. Facilitated data collection and documentation for internal and external audits with complete visibility. Ensured documentation accuracy and compliance across all operational reporting workflows.

Education

Bachelor of Science (B.Sc.), Geography, University of Calcutta

Bachelor of Science (B.Sc.), Geography, University of Calcutta

Bachelor of Science, Geography, Calcutta University, Kolkata

Bachelor of Science, Geography, Calcutta University, Kolkata