Sourav Roy Burman

Operations and Program Management leader with 12+ years of experience across enterprise operations, AI/data programs, customer service, project delivery, workforce planning, client governance, quality, and process transformation. Experienced in leading large-scale teams, translating business requirements into executable operating models, driving SLA/KPI performance, and improving productivity, quality, cost, and customer outcomes. Strong at connecting people, process, data, and technology to build scalable delivery operations.

OPERATIONS MANAGER at Intrasoft Technology Pvt. Ltd. (2025 – Present)

• Lead end-to-end business operations and service delivery across multiple teams, with large-scale ecommerce operations exposure.
• Drive operational efficiency, productivity improvement, process optimization, and performance governance.
• Lead workforce planning, resource allocation, people performance, and operational capacity management.
• Own client relationships, governance reviews, performance reporting, SLA/KPI adherence, and escalation management.
• Implement risk mitigation, continuous improvement, quality controls, and structured operating mechanisms.
• Build scalable operating frameworks focused on customer outcomes, productivity, cost discipline, and sustainable growth.

PROJECT LEAD - OPERATIONS / AI DATA PROGRAMS at iMerit Technology (2022-06 – 2025-08)

• Managed project delivery, resource planning, risk management, stakeholder communication, and operational execution.
• Led delivery teams and team leads across complex AI/data operations, supporting scalable execution and quality outcomes.
• Partnered with internal and external stakeholders to translate client requirements into practical delivery plans, KPIs, and operating models.
• Owned escalations, project documentation, performance governance, and cross-functional coordination to keep programs on track.
• Supported AI data-service programs spanning Computer Vision, data annotation, model-support workflows, and related operational delivery.
• Contributed to workforce strategy, process standardization, quality systems, training, and continuous improvement across large-scale operations.

TEAM LEADER - OPERATIONS at Startek Services Pvt. Ltd. (2022-02 – 2022-05)

• Managed team performance, quality reviews, process briefings, and daily operational execution.
• Handled escalations, queue monitoring, attendance, and shrinkage control.
• Provided coaching, feedback, and performance support to improve team outcomes.

TEAM LEADER & TRAINER at Iqnition International Pvt. Ltd. (2021-04 – 2022-01)

• Delivered process training and mentoring for new hires and existing team members.
• Managed client communication and quality assurance activities.
• Monitored productivity, SLA adherence, and process compliance.

SENIOR TEAM LEADER - OPERATIONS at On-Process Technology Pvt. Ltd. (2017-07 – 2021-03)

• Led operational teams with focus on productivity, quality, talent retention, and review accuracy.
• Managed conflict resolution, employee development, performance reviews, and coaching.
• Led learning and development initiatives and supported continuous process improvement.

CUSTOMER SERVICE REPRESENTATIVE / ON-CALL SUPERVISOR at EBIW Info Analytics Pvt. Ltd. (2012-12 – 2016-11)

• Managed customer verification processes, follow-ups, and customer satisfaction activities.
• Maintained operational reports, databases, quality standards, and day-wise performance tracking.
• Progressed into supervisory responsibilities supporting daily operations and team coordination.

B.Tech in Electrical & Electronics Engineering (2014)

ISC (2010)

CBSE (2008)