HN

Open to opportunities

Hariselvan Narayanan

@hariselvannarayanan

Operations leader driving SLA excellence, analytics, and high-performing delivery teams for customer impact.

What I'm looking for

I’m looking for a service delivery/operations role where I can own SLA and CSAT performance, coach and lead teams, build analytics dashboards, and drive automation and corrective action with strong cross-functional collaboration.

I’m an operations and delivery leader with 16+ years of experience leading large service and analytics teams (50+ professionals) across service delivery, billing, and customer service in matrixed multinational environments.

At NielsenIQ, I drive client SLA adherence, Quality, and CSAT outcomes while serving as a first-level escalation point. I mentor leaders and teams through performance reviews, coaching, and corrective action planning, and I align stakeholders through weekly/monthly dashboard reviews.

I build and maintain Advanced Excel and Power BI performance dashboards that power measurement frameworks and performance reward systems—improving reporting efficiency by 20% and reducing system downtime by 30%. I also identify process optimization and automation opportunities that delivered productivity savings equivalent to 28 FTEs, reducing operational costs while scaling services.

Previously at Tata Consultancy Services, I managed end-to-end order management workflows and improved billing/data quality by reducing catalog/data error rates by 25%+. I apply Lean Six Sigma (Green Belt) and continuous improvement practices to standardize processes, close root causes, and strengthen customer outcomes.

Experience

Work history, roles, and key accomplishments

NI

Current

Associate Manager – Operations

Current

Sep 2021 - Present (4 years 9 months)

Led and mentored a 50+ person operations and analytics team, driving client SLA adherence, quality, and CSAT outcomes in a matrixed environment. Built Advanced Excel/Power BI dashboards and corrective action plans, improving reporting efficiency by 20% and reducing system downtime by 30%, while delivering automation savings equivalent to 28 FTEs.

SLA Management Escalation Handling Performance Coaching Advanced Excel Power BI Process Automation Lean Six Sigma

TS

Assistant Manager – Operations

Tata Consultancy Services

Apr 2010 - Jan 2020 (9 years 9 months)

Managed end-to-end order management workflows and served as the first escalation point for process and delivery queries. Reduced catalog/data error rates by 25%+ through root cause analysis and Lean Six Sigma initiatives across a portfolio of accounts.

Order Management Root Cause Analysis Lean Six Sigma Data Quality Management Escalation Management KPI Tracking

HT

Senior Process Associate

HCL Technologies

Aug 2006 - Jul 2009 (2 years 11 months)

Handled customer operations and service quality monitoring for telecom clients, including escalation management and operational reporting. Supported compliance monitoring and quality analysis to improve customer service outcomes.

Customer Operations Escalation Handling Compliance Monitoring Operational Reporting Quality Analysis KPI Tracking Data Reporting

Education

Degrees, certifications, and relevant coursework

UM

University of Madras

Bachelor of Computer Applications, Computer Applications

Earned a Bachelor of Computer Applications (BCA) from the University of Madras.

Tech stack

Software and tools used professionally

Gmail

.NET

Root Cause

SQL

ServiceNow

Jan

Interested in hiring Hariselvan?

You can contact Hariselvan and 90k+ other talented remote workers on Himalayas.

Message Hariselvan

People also viewed

View all talent

Find your dream job

Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!