Shrinivas B K
Operations Management professional with 12+ years of experience
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About
Operations Management professional with 12+ years of experience in large-scale field operations, customer service, team coordination, performance monitoring, quality and compliance, stakeholder engagement, MIS reporting, SLA/KPI management, and process improvement. Experienced in managing distributed field teams and 1,100+ service partners, handling customer escalations, conducting root-cause analysis, monitoring operational trends, delivering training, and implementing corrective actions. Strong background in government-service operations and multi-location service delivery, with a BCA qualification and hands-on Microsoft Excel/MIS experience.
Experience
Assistant Project Manager - CMS Computers India Pvt Ltd. - Karnataka, India
(2022-12)
Additional Responsibility: State Aadhaar Operations (Karnataka), Seva Sindhu & e-Aasthi Operations Support
- Managed statewide operations across Karnataka, ensuring consistent service delivery, operational quality and compliance across multiple locations.
- Led manpower planning, team coordination and operational performance monitoring across Karnataka One centres.
- Monitored KPIs, SLA adherence and operational performance through MIS reports and management dashboards; identified performance gaps and supported corrective actions.
- Investigated customer escalations, performed root-cause analysis and implemented corrective actions to improve service quality and customer satisfaction.
- Coordinated with government departments and internal stakeholders to resolve operational issues and maintain business continuity.
- Conducted performance reviews, operational training and coaching programs for field teams and service partners.
- Implemented process improvements that enhanced operational efficiency, reduced turnaround time and improved customer satisfaction.
- Ensured compliance with operational guidelines and maintained high standards of service delivery.
District Aadhaar Coordinator - CMS Computers India Pvt Ltd. - Belagavi, India
(2021-11 - 2022-11)
- Managed district-level operations and supervised field teams to achieve operational targets and service-quality standards.
- Resolved customer escalations while ensuring SLA compliance.
- Monitored daily operational performance through MIS reporting, data validation, reconciliation and compliance tracking.
- Coordinated with government stakeholders and field teams to resolve complex operational issues.
- Conducted operator training on KYC documentation, compliance standards and operational best practices.
- Ensured confidentiality of customer information and adherence to data privacy and regulatory policies.
District Manager - CMS Computers India Pvt Ltd. - Raichur, India
(2019-06 - 2021-11)
- Managed operations across 179 Gram Panchayats supporting 1,100+ service partners.
- Led field teams to achieve operational KPIs and service delivery targets.
- Monitored operational performance through MIS reporting and performance dashboards.
- Resolved customer escalations and coordinated with stakeholders for timely issue resolution.
- Conducted performance reviews and training sessions to improve team productivity.
- Managed large-scale government projects while ensuring SLA compliance and operational excellence.
- Led the 6th Economic Census Project, making Raichur the first district in Karnataka to achieve 95% completion within the stipulated timeline.
- Achieved 98% grievance-resolution accuracy through effective customer issue resolution and process improvements.
- Achieved the highest Aadhaar enrolment performance in the district while maintaining one of the lowest application rejection rates through strong operational controls.
Technical Coordinator - CSC WiFi Choupal - Raichur, India
(2017-01 - 2019-05)
- Managed field operations across multiple locations while ensuring SLA compliance.
- Coordinated with stakeholders to maintain uninterrupted service delivery.
- Resolved customer escalations through cross-functional collaboration.
- Prepared MIS reports and supported onboarding and training of field personnel.
Manager - Expert Communication - Raichur, India
(2014-11 - 2016-11)
- Delivered customer onboarding and support services while ensuring timely resolution of customer requests.
- Maintained customer documentation and service records with accuracy.
- Coordinated with internal teams to resolve operational issues and managed customer escalations.
Customer Service Associate - SPARSH Tech - Bangalore, India
(2013-08 - 2014-09)
- Delivered customer support and resolved service requests.
- Maintained customer documentation and operational records.
- Coordinated with internal and external stakeholders to resolve issues and prepared MIS reports.
Education
Bachelor of Computer Applications - Computer Applications - SLN College, Bangalore (2011)
