Head Operations and Service Delivery

Rajagopal Subramanian

Rajagopal Subramanian is a highly accomplished Information Technology professional with over 20 years of cumulative experience in diversified IT roles. He is currently the Head - Operations & Service Delivery at GenBioCa Sciences.

Biography

His expertise lies in effectively handling and leading multi-disciplinary IT teams to success, focusing on measuring and boosting customer satisfaction and service levels. He is adept at meeting business performance KPIs while staying current with the latest IT trends and addressing complex business challenges.

Core Expertise and Leadership

Rajagopal is a recognized leader in maintaining IT processes through project management standards and methodologies, holding certifications as a PMP Certified from PMI and having Completed ITIL V3 Foundation Certification.

At genbioca Sciences, his responsibilities include providing IT solutions and services in the Clinical, Lab, and Care services sectors for the Life Sciences and Healthcare Industries. His goal is to improve customer revenues and efficiency through digital transformation, customer engagement, and reduced waste. His key expertise areas include IT Project Management, Client Engagement, Operations Management, and IT Infrastructure Planning.

Key Achievements and Domain Focus

Rajagopal’s career is highlighted by extensive work in critical IT domains, particularly

Voice Technology and Call Centre Operations, from his nearly two-decade tenure at Emirates Airlines.

  • Global Projects: He led the IT development for the Genesys Suite of applications and other solutions to set up a virtual network computing contact centre solution across all Emirates Global Contact Centres, covering 3500 seating capacity (the “Global Connect” project).
  • Award Winning: He was the recipient of the “Customer Innovation Award 2013” from Genesys for the Global Connect project.
  • Strategic Negotiation: He successfully negotiated and finalized many projects with P&L accountability, resulting in significant cost reduction for the group.
  • Operational Excellence: He was awarded thrice for excellence for going beyond his role and expectations to help clients and users.

Academic Background

Rajagopal holds a B.Sc. Tech – Computer Technology from Mumbai University, India. His professional training is extensive, including a PCI DSS V2.0 implementation workshop , a Kepner-Tregoe Workshop on Problem Solving & Decision Making , and multiple specialized courses on Genesys and Alcatel systems techniques.