Karthik Jayaraman

Strategic Center Head and GCC Director with 22 years of progressive leadership governing end-to-end site operations, workforce management, and captive center transformation across Global Capability Centers, Shared Services mandates, and enterprise delivery organisations. Recognised for independently establishing, scaling, and optimising entire GCC/shared services locations with complete accountability across administration, people, compliance, financial governance, infrastructure, and operational excellence. Demonstrated ability to build Centers from ground zero — directing site selection, SEZ designation, infrastructure planning, governance framework design, talent acquisition, and operational launch.

Equally strong in institutionalising center governance, business continuity, ISO compliance readiness, employee wellness programmes, and financial performance disciplines that sustain long-term site productivity and ROI.

Director / Head of Business, Process Management & Center Governance at Dotts Tech Information Technology Private Limited (2024-03 – Present)

• Spearheaded end-to-end GCC establishment, independently governing site operations, administrative oversight, infrastructure management, workforce governance, vendor coordination, compliance readiness, and stakeholder reporting as Location Head.
• Directed the full SEZ designation process — managing regulatory alignment, government stakeholder engagement, and compliance infrastructure to deliver 15% cost reduction and operational optimisation across the center.
• Orchestrated a 70+ FTE consultant-to-employee conversion programme, generating 65% sustained operational cost reduction with full SLA compliance maintained throughout the transformation.
• Championed ISO compliance readiness, governance controls, documentation frameworks, and business continuity planning while simultaneously governing workforce transformation to achieve 45% resource utilisation improvement.
• Institutionalised SLA governance, KPI dashboards, financial reporting, budget controls, and escalation protocols — establishing a self-sustaining, governance-led delivery center.
• Directed employee wellness initiatives, workforce engagement programmes, and leadership development frameworks to build a high-performance GCC environment.

Senior Analyst – ESG Operations, Strategic Analytics & Network Optimisation at RPM Inc. (2022-01 – 2024-03)

• Delivered AI-assisted distribution center network optimisation analysis — modelling transportation economics, manpower deployment, and infrastructure consolidation to produce board-ready investment recommendations.
• Governed ESG and EHS Global Safety Metrics collection, validation, and executive reporting across a multi-country operating network, supporting sustainability compliance and regulatory obligations.
• Directed logistics cost-saving feasibility assessments, ROI modelling, and supply chain infrastructure analysis — providing strategic analytics leadership to support executive decision-making.

Customer Service Manager – CSIN, IN & NA Operations at Amazon Development Center (2020-08 – 2022-01)

• Directed multi-geography shared services operations across CSIN, IN, and NA regions, governing 50+ associates and SMEs through structured performance management and SLA governance frameworks.
• Transformed SLA performance through continuous improvement, coaching frameworks, and data-driven governance — delivering measurable outcomes across high-velocity global delivery environments.
• Strengthened operational resilience, process standardisation, and delivery discipline across a complex multi-region operating structure.

Senior Team Lead – Operations, Data Management & Process Governance at VWR International LLC (Captive Center) (2010-04 – 2020-08)

• Directed the transition and migration of complex back-office processes into the offshore Captive Center, governing a 130+ associate team across data management, customer service, and delivery operations.
• Acted as the strategic liaison between onshore partners and offshore delivery operations — aligning SLA expectations, resolving governance escalations, and institutionalising continuous improvement frameworks.
• Orchestrated Eagle SAP and Salesforce transition programmes, standardising workflows, strengthening delivery metrics, and elevating service quality globally.
• Governed performance management, capability development, and process control structures across a large multi-functional delivery team — driving operational maturity across the captive center.

Group Leader – Operations | Healthcare Claim Adjudication at Hinduja Global Solutions (2004-06 – 2010-04)

• Governed client relationships, SLA governance, and stakeholder alignment while consistently outperforming shared services performance benchmarks.
• Championed capability-building in partnership with business owners to anticipate operational demand, elevate service delivery standards, and build a high-performance delivery culture.

B.Sc. in Computer Science – CMS College of Arts & Science (2002)