Indunil Pathirana
Senior Manager Operations
Summary
Dynamic and accomplished senior professional with over 20 years of cross-industry experience in operations leadership, people performance, customer service management, strategic administration, and corporate communications. Highly effective in mentoring and developing senior managers across multiple disciplines, embedding scalable systems, and building cohesive, performance-driven teams. Adept in coordinating high-level stakeholder relations, leading strategic HR interventions, managing large-scale events, and ensuring operational excellence aligned with organizational vision.
Overview
21
21
years of professional experience
2019
2019
years of post-secondary education
Work History
Senior Manager – Operations
VFS Global
10.2023 - Current
- Direct responsibility for overall business unit profitability and performance.
- Manage budget controls, ensure SLA compliance, and drive qualitative and quantitative productivity.
- Enhance internal processes to optimize service delivery and spearhead new process rollouts.
- Strengthen relationships with diplomatic missions (Embassies/Consulates) to ensure smooth operations.
- Lead professional development programs and manage team satisfaction index.
- Oversee physical and data security compliance across visa application centers.
Executive Secretary to the Group Chairman
Sri Lanka Telecom PLC
07.2022 - 09.2023
- Coordinated with Chairman, GCEO, and Board Secretariat to support executive decision-making.
- Maintained monthly group performance dashboards and coordinated strategic updates.
- Designed organization and functional structures aligned to business vision and HR strategy.
- Supported senior leadership recruitment, prepared JDs and KPIs, and managed succession structures.
- Facilitated collective bargaining and union negotiations on behalf of the Chairman's office.
- Handled confidential files related to appointments, negotiations, and business growth matters.
- Drafted ESG communication strategies and coordinated overseas leadership development programs.
- Organized Board-level meetings, overseas visits, and prepared executive presentations and reports.
Assistant Manager – Process Excellence & L&D
Bellvantage Pvt Ltd.
01.2022 - 07.2022
- Led process redesign for Contact Center operations, reducing costs and improving CX.
- Re-engineered client-facing systems to increase client revenue streams.
- Directed internal L&D activities and conducted bi-annual client satisfaction surveys.
Senior Executive – Consulting Services
Ernst & Young (EY)
03.2018 - 07.2021
- Managed communications and L&D initiatives in coordination with EY ASEAN.
- Led content development for client engagements and knowledge-sharing sessions.
- Coordinated major conferences and forums including API Conference, BCIO Forum, and webcasts.
- Delivered strategic consulting inputs for SAP roadmap, SME sector assessment, and GIZ-funded projects.
- Edited and finalized reports for major clients including OXFAM and public-sector ministries.
Assistant Manager – Training & Quality Assurance
Bellvantage Pvt Ltd.
10.2017 - 03.2018
- Led training needs analysis, curriculum design, and staff coaching.
- Implemented QA systems, set KPIs for front-line and support teams, and managed skill assessments.
- Investigated quality concerns and presented insights to management for continuous improvement.
Deputy Manager – Student Services
CA Sri Lanka
01.2015 - 10.2017
- Launched centralized Contact Centre operations and designed SOPs for member/stakeholder management.
- Organized national-level events and student competitions including the CA Business Plan Competition.
- Managed Gavel Club and Student Society activities and coordinated international student exchanges.
Management Assistant – Member Relations
CA Sri Lanka
06.2011 - 01.2015
- Organized corporate events, social initiatives, and affinity programs for over 6000 members.
- Coordinated quarterly publication of the “Abacus” magazine and annual reports.
- Strengthened global affiliations and contributed to strategic communication initiatives.
Call Centre Officer → Assistant Coordinator / Shift Lead
Dialog Axiata PLC
08.2004 - 09.2010
- Promoted from frontline agent to lead roles managing operations across multiple product lines (DTV, CDMA, DBN).
- Developed CRM requirement specifications, user guides, and handled UATs.
- Led outbound teams, conducted agent assessments, and reported performance metrics.
- Handled SLA compliance, IVR recordings, and served as operational liaison during vendor transitions.
Education
MBA (Distinction) -
University of Wales Trinity Saint David
PQHRM - undefined
Chartered Institute of Personnel Management Sri Lanka
Advanced Diploma - Teaching, Training & Assessing Learning
City & Guilds
Associate Member - undefined
CIPM
Skills
Leadership & People Development
References
Josephine, Jeremiah, Associate Director – ASEAN Lead (Enablement & Ops), Josephine.Jeremiah@sg.ey.com, +65 6309 6965, EY Singapore, Singapore
Affiliations
- Immediate Past President – EY Toastmasters Club
- Committee Member – CA Sri Lanka (Former roles in Education, Events, and PR)
Publications
- EY Budget Review Conference – Daily FT Article
- TVET Sector Report – EY & Daily FT
- API Asia Conference Coverage – Read Article
- Whistleblowing Framework – EY News
Timeline
Senior Manager – Operations
VFS Global
10.2023 - Current
Executive Secretary to the Group Chairman
Sri Lanka Telecom PLC
07.2022 - 09.2023
Assistant Manager – Process Excellence & L&D
Bellvantage Pvt Ltd.
01.2022 - 07.2022
Senior Executive – Consulting Services
Ernst & Young (EY)
03.2018 - 07.2021
Assistant Manager – Training & Quality Assurance
Bellvantage Pvt Ltd.
10.2017 - 03.2018
Deputy Manager – Student Services
CA Sri Lanka
01.2015 - 10.2017
Management Assistant – Member Relations
CA Sri Lanka
06.2011 - 01.2015
Call Centre Officer → Assistant Coordinator / Shift Lead
Dialog Axiata PLC
08.2004 - 09.2010
PQHRM - undefined
Chartered Institute of Personnel Management Sri Lanka
Advanced Diploma - Teaching, Training & Assessing Learning
City & Guilds
Associate Member - undefined
CIPM
MBA (Distinction) -
University of Wales Trinity Saint David
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