Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
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RAHUL JAIN

Taguig

Summary

ASQ Certified Six Sigma Black Belt Professional and PROCSI certified Change Management professional with nearly 22 years of extensive experience in Operations Management, Project Management Execution, Cost Control, Lean Six Sigma. Proven skills in setting up quality standards for various operational areas; implementing quality systems & procedures as per ISO 9000 and 14000 standards to facilitate a high-quality customer experience. Skilful in implementing potentially profitable short-& long-term programs and processes to optimize work flow as well as devising appropriate ways to maximize longevity of customer relationships. Innovative leader, with a flair for identifying & adopting emerging trends & addressing industry requirements to achieve organizational objectives. Proficiency in streamlining business processes, accelerating employees’ strengths & building powerful teams. Expertise in mapping business requirements and developing processes in-line with pre-set guidelines. Aptitude in selecting & maintaining qualified personnel in various positions. Possesses exceptional communication, presentation & mentoring skills with ability to relate to people at any level of business & management.

Professional leader with extensive experience in driving strategic initiatives and fostering effective team collaboration. Strong background in project management, budget oversight, and stakeholder engagement, ensuring organizational goals are met efficiently. Known for adaptability, reliability, and focus on achieving impactful results. Skilled in leveraging data-driven insights, optimizing processes, and mentoring teams to excel in dynamic environments.

Overview

28
28
years of professional experience

Work History

Associate Director (Operations & Account Management)

Accenture
06.2016 - Current
  • Responsible for Global operations for 9 clients with a headcount of 1000+ FTE’s
  • Overall Account Management for the 3 clients – Handling P&L, CXO relationships, Senior Management relationship, Business Development, mining
  • Overseeing complete operations encompassing Running Zero Surprise Operations - Meeting SLA’s, Risk Planning, Manpower/Skill Planning, Customer Relationship Management, Business Development, Compliance - Contracts Managing, Change Orders, etc.
  • Change Management at customer end to drive Business Transformations
  • Work towards strategies to reduce cost per FTE, Retention, How to drive End to End value for the client, BCP, Client data protection, Transformation
  • Highlights:
  • All accounts run at 2 to 3 % above the target profitability
  • Reduction of cost by more than 15% through reduction in infrastructure and other costs
  • Managed HC growth of 15% with an average revenue gain of 8% average for most of the accounts
  • All accounts now on WFH BCP (Covering 1 and 2 and now some 3 and 4 scenarios also) solution which has been agreed contractually with the client.
  • Driven considerable business transformation impact for all of the clients (80 MM USD topline)
  • Gain share revenue increased from 50K yearly to now 500K yearly (Combination of gainshare and outcome based)
  • Zero incidents and non-compliances from a Risk and Compliance perspective

Vice President (Operations – Pharma)

Accenture
03.2014 - 06.2016
  • Responsible for Pharma operations – a top 5 Pharma company and shared services operations providing services to 300+ clients across US/Europe
  • Steering operations for 3 locations (Bangalore, Chennai, Berwyn) for a Global Pharma major with a headcount of 250 FTE’s and shared Services Operations serving 300+ clients with a team size of 220 FTE’s.
  • Handling end to end of operations for services to cover for Stage2 and 3 testing, submission and post marketing services for Pharma companies – Clinical Data Management, SDTM, Clinical Programming, Regulatory Operations and Pharma co-vigilance.
  • Capability lead for Regulatory operations for Life Sciences Tower driving overall strategy around operations, right shoring, Future client planning, Sales , standardize and transform Global Regulatory processes across locations
  • Overseeing operations encompassing Running Zero Surprise Operations - Meeting SLA’s, Risk Planning, Manpower/Skill Planning, Customer Relationship Management, Business Development, Compliance - Contracts Managing, Change Orders, etc.
  • Change Management at customer end to drive Business Transformation

Assistant Vice President (Operations Leader – Insurance)

Genpact
08.2006 - 03.2014
  • As Global Operations Leader(Healthcare) (Since Jul-2013)
  • Steering operations for 3 locations (India, Philippines and Dubai) for a US healthcare major with total strength of 400+ FTE’s.
  • Handling wide varied processes - Claims, Policy Services, Calling Operations for claims - accountable for International claims operations, Policy Services, Customer Outreach Call Centre.
  • Overseeing complete operations encompassing Running Zero Surprise Operations - Meeting SLA’s, Risk Planning, Manpower/Skill Planning, Customer Relationship Management, Business Development, Compliance - Contracts Managing, Change Orders, etc.
  • Client Management and mining for more work
  • Change Management at customer end to drive Business Transformation
  • As Operations Leader(Property and Casualty) (2009-2013)
  • Steering operations with total strength of 600+ FTE’s
  • Handling wide varied processes - Insurance, IT and F&A Back Office Operations; accountable for basic indexing to complex processes like Claims Payment, Subrogation for ITO processes; rendering technical support for systems and software, etc.; managing F&A from General Accounting to Reconciliations.
  • Overseeing complete operations encompassing Running Zero Surprise Operations - Meeting SLA’s, Risk Planning, Manpower/Skill Planning, Customer Relationship Management, Business Development, Compliance - Contracts Managing, Change Orders, etc.
  • Directing and leading effective transition of processes (Project Management and BPMS).
  • Enforcing the Value addition for the Clients – E2E Projects, Lean/Six Sigma Projects, BPMS, productivity, etc.
  • As Master Black Belt – Lean and Six Sigma (2006 to 2009)
  • Directed overall process excellence functions for processes ranging from Insurance, Finance to Credit Card Collections with an overall FTE strength of about 1000 FTE’s (3 Businesses) with a Team of 7 Black Belts and 2 Quality Analysts.
  • Devised engagement model for customers to execute re-engineering opportunities and lean/six sigma projects.
  • Identified and effectuated various automation/technological changes.
  • Successfully mentored Black Belts and Green Belts.
  • Led and imparted training to the team on Quality Tools and approaches like Lean/Six Sigma for effective process improvements.
  • Change Management at customer end to drive Business Transformation
  • Highlights:
  • Certified Black Belt – Lean and Six Sigma. (Certified Lean and Six Sigma Trainer)
  • Holds the merit for consistently receiving 100% Net Promoter Score from the clients.
  • Took vital measures that resulted in the enhancement of the existing business by more than 25%.
  • Implemented cost saving initiatives and secured savings of $300K.

Service Manager - Quality for Gurgaon & Mumbai

Hewitt Associates
07.2005 - 07.2006
  • Leading Lean and Six Sigma initiatives for more 3 verticals
  • Lead Lean Six Sigma Trainings for all of Hewitt India BPO operations
  • Mentoring Green Belts and Black Belts
  • Formulated & implemented innovative strategies for setting up Six Sigma Culture.
  • Active involvement in the preparation of training materials and setting up overall governance structure for Lean Six Sigma.
  • Imparted trainings and facilitation for associates on the Quality Tools & Techniques including trainings on Yellow Belt, Green Belt and other quality related trainings.
  • Gathered business as well as automation requirements for the identified Six Sigma Projects.
  • Executed the development of Measurement System and Dashboards for various Business Processes.
  • Highlights:
  • Successfully led the Six Sigma Improvement Projects across 2 locations (Gurgaon and Mumbai).
  • Steered 5 Green Belt Projects which brought savings of over 600K in less than 8 months’ period.
  • Worked on a project on CSAT and ensured improvement of CSAT from 65% to 88%+.
  • Created Minitab and Statistics Training Programmes which were delivered across all Hewitt locations.
  • Played a key role in a project for a process-run in Canadian operations aimed at delivering an impact of $375K (Bottom-line).
  • Certification
  • Secured the ASQ Black Belt Certification.
  • Certified Change Management Professional from PROSCI (World’s best Change Management Training Organisation) and Cornell University

Engineer – Quality Systems and Six Sigma

Samsung India Electronics Ltd.
07.2002 - 07.2005
  • Lead Six Sigma initiatives; spearheaded various Green Belt/Black Belt Projects. (handled 12 Projects for Quality Purchase, Material Control, Production Planning and Production that resulted in a saving of 343 K USD – Bottom-line).
  • Organize regular managerial meetings for developing plans & identification of projects.
  • Involved in maintaining the status of the Green Belts, their review and quality assessment of the projects.
  • Supervised the Six Sigma Projects of the suppliers.
  • Engaged in monitoring & updating the incoming quality procedures and conducting regular audits of the system of all the departments.
  • Reviewed the Quality Systems of Quality Assurance Department comprising incoming, new part launching and outgoing quality.
  • Highlights:
  • Won the Best Green Belt of the Batch and Best Project Award in 2003.
  • Completed three BB projects – Reducing Rejection for Washing Machine Parts and Reducing the Cost of Washing Machine Parts.
  • Received the Best Overseas Project of the Year for one of them and the same was showcased at MBB Conference in Korea; the Second one was nominated for the Best Project of the Year.
  • Successfully completed 4 Projects that brought savings of around $69 K (Bottom-Line).
  • Bagged the Gold Award in the Samsung Quality Audit System from Samsung Korea.
  • Essayed a key role in 4 New model launches within the specified timelines for pilot and regular production.
  • Instrumental in streamlining the Air conditioner condenser in-house line in record time and addressed the field issues.

Engineer- Production and Innovations

Showpla Delhi Limited
02.2002 - 07.2002
  • Actively supported the Production (Injection Molding) process and gained hands-on experience on the range of machines as well as processing of most of the plastic materials; engaged in running Zero Surprise and efficient operations.
  • Holds merit for implementing Lean Tools in a short period of time and took measures to reduce the overall rejections and improvement in efficiency which resulted in a saving of Rs.3.6 MM.

Executive–Operations & Vendor Development

Godrej - GE Appliances Ltd.
09.1997 - 11.2001
  • Worked in various departments as a part of leadership program – started from production setting up the complete Injection moulding deptt and then Woking in maintenance, stores and then in procurement.

Education

Professional Certificate - Advanced Business Management

Indian Institute of Management Kozikhode
Kozikhode, India
04-2025

Certificate - Change Management

PROSCI And Colorado University
USA
01-2013

Certificate - Lean Six Sigma Black Belt

ASQ
USA
01-1999

Post Graduate Diploma - Plastics Processing Technology

Central Institute of Plastics Engineering And Technology
01.1997

Bachelor of Science - Sciences With Specialization in Chemistry

Delhi University
New Delhi
03-1996

Skills

  • Project Planning, Execution
  • P/L & Performance Improvement
  • Business Process Re-Engineering
  • Systems Implementation
  • Key Account Management
  • Quality Assurance & Control
  • Change Management
  • GenAI and Hyper-Automation
  • Service Delivery Operations
  • Auditing & Compliance
  • Processes Transition
  • Team Leadership
  • Project management
  • Strategic leadership
  • Analytical thinking
  • Coaching and mentoring
  • Workforce planning
  • Business planning
  • Risk analysis
  • Contract management
  • Negotiation
  • Strategic planning
  • Reporting and documentation
  • Financial leadership
  • Budget development
  • Budget management
  • Key relationship development
  • Operations management
  • Process improvement
  • Decision-making
  • Relationship building

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Advanced (C1)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Associate Director (Operations & Account Management)

Accenture
06.2016 - Current

Vice President (Operations – Pharma)

Accenture
03.2014 - 06.2016

Assistant Vice President (Operations Leader – Insurance)

Genpact
08.2006 - 03.2014

Service Manager - Quality for Gurgaon & Mumbai

Hewitt Associates
07.2005 - 07.2006

Engineer – Quality Systems and Six Sigma

Samsung India Electronics Ltd.
07.2002 - 07.2005

Engineer- Production and Innovations

Showpla Delhi Limited
02.2002 - 07.2002

Executive–Operations & Vendor Development

Godrej - GE Appliances Ltd.
09.1997 - 11.2001

Professional Certificate - Advanced Business Management

Indian Institute of Management Kozikhode

Certificate - Change Management

PROSCI And Colorado University

Certificate - Lean Six Sigma Black Belt

ASQ

Post Graduate Diploma - Plastics Processing Technology

Central Institute of Plastics Engineering And Technology

Bachelor of Science - Sciences With Specialization in Chemistry

Delhi University
RAHUL JAIN