Karthikeyan Shanmugam
San Antonio,TX
Summary
Senior program manager with 19+ years of experience delivering complex projects in P&C insurance and retail analytics. Lead end-to-end program lifecycles, coordinating cross-functional teams to execute agile plans and measurable improvements in quality, efficiency, and customer experience. Manage global delivery operations for value-driven transformation and customer relationship outcomes.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Sr. Program Manager – Innovation, Operations & Delivery
Tata Consultancy Services [Customer - USAA]
San Antonio, TX
06.2023 - Current
- Supported delivery of strategic projects across operations, digital transformation, and process optimization.
- Played major role to adopt a key acquisition (NOBLR) - Usage based insurance product.
- Managed claims operations across multi-shore team of 100+ FTEs, supporting back-office delivery, operational excellence, and ~$4.7M annual revenue.
- Built project plans, defined scope, monitored schedules, and kept milestones on track for timely delivery of project outcomes.
- Led onshore delivery and innovation teams, supporting client value, innovation, and customer success across ~$1.3M annual revenue portfolio.
- Applied Lean Six Sigma methods to lower defects, improve process quality, and strengthen operational efficiency.
- Tracked project budgets, allocated resources, and coordinated vendor deliverables for cost-effective execution.
- Analyzed project performance data to identify areas for improvement and efficiency gains.
- Established appropriate governance structures for programs and projects based on organizational needs.
- Facilitated stakeholder meetings to gather requirements and address project concerns.
Prgm. Manager-Process Excellence & Transformation
Tata Consultancy Services [Customer - USAA]
San Antonio, Texas
09.2019 - 05.2023
- Managed 26 process engineers and supported project delivery across multiple lines of business in P&C insurance.
- Redesigned end-to-end processes across claims, underwriting, policy servicing, billing, and customer operations.
- Implemented standardized workflows, automation, and digital enablements to improve efficiency and reduce loss.
- Managed RFP, RFI, and RFQ responses from TCS end by coordinating with internal cross-functional teams and preparing bid submissions.
- Supported continuous improvement initiatives using Lean Six Sigma, TQM, and defect-reduction methods.
- Managed multi-workstream transformation programs from assessment to design, pilot, and scale, while providing structured updates to executives and steering committee.
- Provide structured, decision-ready updates to Executives and Steering Committee.
Senior Process Engineer
Tata Consultancy Services [Customer - USAA]
San Antonio, Texas
04.2017 - 08.2019
- Supported Lean Six Sigma and quality improvement efforts to raise quality, shorten cycle time, and improve customer experience.
- Built quality metrics, OKRs, and dashboards to improve visibility across operations.
- Helped create governance frameworks across enterprise to track scope, milestones, dependencies, risks, and controls.
- Aligned work with regulatory compliance and risk management requirements.
- Reviewed redundant processes and added candidates to RPA pipeline for workflow automation and digital tool integration.
- Maintained process documents, including process maps, SOPs, FMEAs, and process taxonomy aligned with organizational needs.
Delivery Manager
Tata Consultancy Services [Customer - AC Nielsen]
Chennai, India
02.2013 - 03.2017
- Established processes for tracking project progress, monitoring performance metrics, and reporting results to senior management.
- Managed the day-to-day operations of the delivery team including assigning tasks, setting deadlines and ensuring adherence to best practices.
- Conducted gap analyses, identified risks, and implemented corrective actions to strengthen governance and quality.
- Facilitated execution roadmaps to promote continuous improvement, knowledge sharing, teamwork, collaboration and positive employee experiences.
- Led Lean Six Sigma projects focused on reducing defects, improving cycle time, and enhancing operational efficiency.
- Coordinated with business, technology, and quality teams to ensure successful project execution and stakeholder satisfaction.
- Streamlined delivery processes by implementing best practices across teams.
- Facilitated regular status meetings to address project updates and challenges.
- Oversaw resource allocation to ensure timely project completion and quality standards.
Team Lead
Tata Consultancy Services [Customer - AC Nielsen]
Chennai, India
01.2009 - 01.2013
- Supported end-to-end delivery of client reports across weekly, monthly, and quarterly cycles.
- Checked accuracy, timeliness, and completeness of deliverables completed by offshore teams.
- Tracked SLAs, KPIs, cycle time, and first-time-right metrics to support delivery quality.
- Drove process improvement efforts to lower defects and improve reporting efficiency.
- Coached and guided analysts handling data processing, validation, and report generation.
- Applied quality checks, validation rules, and audit controls across reports.
- Partnered with client services, operations, and enablement teams to align on deliverables.
- Identified RPA automation and simplification opportunities to reduce manual effort.
- Prepared operational dashboards, quality summaries, and performance reports for leadership.
Quality Analyst
Tata Consultancy Services [AC Nielsen - BASES]
Chennai, India
07.2007 - 12.2008
- Conducted quality assessments on market research data for consumer insights.
- Reviewed analytical reports for accuracy and adherence to client specifications.
- Developed and maintained quality control documentation for process consistency.
- Identified process improvement opportunities to enhance operational efficiency.
- Conducted root cause analysis to investigate the source of problems in production process.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Evaluated performance metrics from existing processes to recommend improvements in report quality.
- Assisted in the development of Quality Assurance procedures and protocols.
Skills
- Program and Project Management (Agile, Scrum, Waterfall, Kanban)
- Operations and Delivery Excellence
- Innovation and Strategy
- Six Sigma Techniques and Methodologies
- Data Governance and Quality Frameworks
- Third Party and Vendor Management
- Growth and Transformation
- Customer Complaints Management
- Financial Management & Budgeting
- Risk and Compliance Governance
- Process Re-Engineering, Robotic Process Automation and Optimization
- Cross-functional collaboration
Certification
- Certified Agile Project Management Professional
Certified Six Sigma Green Belt
Certified Business Analyst
Certified Scrum Master (CSM)
Certified Gen AI Leader
Project Management Professional (PMI – CIP)
Trained Six Sigma Black Belt
Trained on Quality
Risk and Compliance Framework
Agile Project Leadership
Certified iQMS Auditor
Tools and Technologies
- ARIS, Signavio
- BASE/ FIN PAL
- Tableau
- PEGA
- Guidewire
- JIRA
- Control-M
- Automation Anywhere
Accomplishments
- Delivered $7.24M in savings by managing the full lifecycle of the industry’s first Telematics-Enabled Auto Claims project, including planning, requirements, execution, and rollout.
- Executed multi-state deployment of UBI & BBI Telematics products across 43 states, generating ~$27M in revenue.
- Managed project teams of 447 FTEs and delivered 98.7% CSAT with $1.45M YoY cost efficiencies through disciplined project governance.
- Delivered 41 GenAI-based improvement projects, enhancing operational accuracy, automation, and decision-making.
- Led Lean Six Sigma projects delivering $4.9M in savings through defect reduction and process optimization.
- Spearheaded the winning $18.5M RFP response for P&C Process Excellence, RPA and Salesforce, and subsequently secured a full second-term contract renewal.
- Improved CSAT from 87% to 98.5%, successfully restoring major client accounts (L’Oreal & P&G).
Personal Information
Title: Senior Program Manager | Lean Six Sigma | Transformation | Strategic Delivery | Insurance Operations & Delivery | Innovation & Automation | Data Governance | Risk & Compliance | Agile & Digital Enablement
Awards
Emerging Delivery Leader, Emerald & Topaz Go Getter, Hi-Pot Individual, Best Internal Auditor (iQMS)
Timeline
Sr. Program Manager – Innovation, Operations & Delivery
Tata Consultancy Services [Customer - USAA]
06.2023 - Current
Prgm. Manager-Process Excellence & Transformation
Tata Consultancy Services [Customer - USAA]
09.2019 - 05.2023
Senior Process Engineer
Tata Consultancy Services [Customer - USAA]
04.2017 - 08.2019
Delivery Manager
Tata Consultancy Services [Customer - AC Nielsen]
02.2013 - 03.2017
Team Lead
Tata Consultancy Services [Customer - AC Nielsen]
01.2009 - 01.2013
Quality Analyst
Tata Consultancy Services [AC Nielsen - BASES]
07.2007 - 12.2008