J Dhanunjaya Naidu
Operations Team Lead
Hyderabad
Summary
Strategic and performance-driven Team Lead with over 10 years of experience managing complex technical processes and large-scale team operations. Since May 2023, I have been leading a portfolio of 40+ headcount at Cognizant, driving critical business metrics for global clients like Google. Expert in process optimization, data-driven decision-making, and leading high-impact operational improvements to maximize efficiency and client satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
4
4
Languages
Work History
Team Lead – Digital Business Ops
Cognizant (For Google)
05.2023 - Current
- Supervise and guide Team Members, Mentors & SME's in daily tasks, setting clear objectives, and monitoring progress for a technical Google Ads process.
- Manage a portfolio of 40+ headcount, overseeing project timelines, milestones, and deliverables to ensure top-tier service delivery.
- Design and present Weekly (WBR) and Monthly Business Reviews (MBR) to showcase performance metrics and pitch process improvements.
- Drive project-wide metrics including CSAT, Quality, Implementation Rate, TRT, TAT, and PKT.
- Oversee complex technical workflows involving Tag Implementation, conversion tracking, and backend website modifications.
- Partner with cross-functional teams (WFM, Training, Quality) to drive organizational synergy and resource optimization.
- Manage multiple CMS channels including Inbound, Outbound, and Email communication streams.
- Address complex escalations involving process technicalities, product updates, or associate behavioral management.
- Serve as a primary interviewer for L1 and L2 hiring cycles, evaluating technical proficiency and cultural fit to scale high-performing teams.
Process Lead – HR Operations
Wipro Technologies (For Google)
05.2021 - 02.2023
- Led team-building and morale programs that improved employee loyalty and significantly reduced staff resignations.
- Managed 18 HR Operations Specialists, overseeing recruitment support, payroll, and compliance while implementing performance software.
- Elevated CSAT scores by 5% through strategic quality initiatives and ensured 100% adherence to labor laws.
QA Specialist & Talent Partner
Uber India Research and Development
10.2016 - 06.2020
- Traveled to international and domestic sites (Bangladesh, Vizag, Delhi, and Chennai) to establish vendor QA teams and upskill sites on technical protocols.
- Conducted weekly cross-site calibration sessions with the QAs to align quality standards and rectify process gaps across regions.
- Optimized quality metrics and CSAT scores to 96% across Hyderabad and Vizag sites by designing and facilitating targeted training workshops. Developed specialized process toolkits and 'Quick-Ref' documentation that addressed recurring error trends, resulting in a measurable reduction in escalations, and improved regional service delivery.
- Managed Internal Job Postings (IJP) and recruitment cycles to ensure high-caliber talent selection for specialized roles.
Claims Associate
UnitedHealth Group
07.2015 - 09.2016
- Processed high volumes of healthcare claims for U.S. clients, with a focus on accuracy and procedural compliance.
Education
MBA - Marketing
Osmania University
Hyderabad, India01-2019
Skills
Operations Management: Portfolio Management (40 HC), WBR/MBR Leadership, Capacity Planning, Data Governance
Leadership: Team Leader Mentorship, Conflict Resolution, Performance Coaching, People Management
Process Excellence: Lean Management, Lean Six Sigma (White & Yellow Belt), Root Cause Analysis (RCA), Quality Assurance
Technical Support: Google Ads, Tag Implementation (GTM), Google Analytics, Backend Website Logic, Technical Support
Customer Experience: CSAT Optimization, Global Vendor Management, Customer Support, Implementation Rate Management
Process improvement
Certification
Project Management | AI + ChatGPT | Lean Six Sigma (White & Yellow Belt) | People Management | Quality Assurance | Call Quality Coaching.
Timeline
Team Lead – Digital Business Ops
Cognizant (For Google)
05.2023 - Current
Process Lead – HR Operations
Wipro Technologies (For Google)
05.2021 - 02.2023
QA Specialist & Talent Partner
Uber India Research and Development
10.2016 - 06.2020
Claims Associate
UnitedHealth Group
07.2015 - 09.2016
MBA - Marketing
Osmania University
Leadership Beyond the Workplace
Core Member | [Road Thrill Hyderabad] (Registered NGO)
- Spearhead large-scale awareness campaigns and "Cause Rides" focusing on critical social issues, including Cyber Crime Prevention, Breast Cancer Awareness, and Anti-Drug Initiatives.
- Orchestrated community outreach programs for rural education, including the provisioning of essential stationery and books to government schools.
- Led a village-level school infrastructure project, managing a volunteer team to renovate and paint a local government school facility.