Strategy & Operations

Rahul
Narayana
Marar

Turning chaos into scalable systems through operations, analytics, and human-centered thinking.

Exploring the intersection of AI, business operations, and intelligent systems.

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Bengaluru, India  ·  Open to Relocation
RM
Rahul Narayana Marar
4+
Years Experience
140+
Associates Developed
25%
Productivity Gain
$200K+
Cost Recovered
00

Philosophy

On how I work

I enjoy building systems that make people perform better — whether through onboarding, operations, analytics, or communication.

I believe modern operations is no longer just process management. It's psychology, adaptability, and intelligent systems working together.

I'm especially interested in the intersection of AI, business operations, and human behaviour — and how the best organisations will be those that blend both intelligences seamlessly.

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Currently Exploring

AI-Enhanced Operations
Talent Ecosystems
Workflow Automation
Customer Journey Optimisation
Personal Knowledge Systems
Operational Strategy
Human-Centred Design
Intelligent Onboarding Systems
Data Storytelling
↓

The Journey

2014 – 2018
B.Tech in Mechanical Engineering — SRM Institute
Built technical foundations through engineering, robotics, and Formula 1 design. Ran early internships at DRDO (Chennai) and OTE Group (Oman) — first exposure to systems thinking, research, and sales operations.
2019 – 2021
Master of Management → consulting & events
University of Melbourne. Applied operations thinking to real business challenges at Mulgrave Country Club and the Graduate Union.
2021 – 2022
Expanded into sales leadership & insurance operations
Led 17-person sales teams at HOOD, managed 68 insurance portfolios at IAG. Developed escalation handling, compliance, and coaching instincts.
2022 – 2025
Moved into onboarding strategy & analytics
Tech Mahindra × Telstra. Built Power BI dashboards, led 140+ associates, redesigned onboarding playbooks, integrated AI-enabled workflows.
Now
Exploring AI-enabled systems & talent ecosystems
Researching the intersection of intelligent operations, human performance systems, and the future of scalable onboarding in AI-native organisations.
01

Professional Experience

May 2021 – Jun 2025
Tech Mahindra
Client: Telstra
Melbourne, AU
Full-time · 3 yrs 1 mo
Nesting Manager — Onboarding & Ramp-Up
Aug 2024 – Jun 2025 · 11 mos · On-site
  • Managed end-to-end onboarding for 10+ batches; redesigned curriculum reducing time-to-productivity by 25%.
  • Integrated AI-enabled knowledge management cutting ramp-up time by one week — adopted across service lines.
  • Achieved 80%+ conversion to permanent roles through structured performance evaluation frameworks.
  • Built Power BI and Salesforce dashboards; improved new-hire engagement scores by 15%.
  • Maintained 100% SLA adherence during transitions; designed production-handoff playbooks.
AM (Secondment)
Jun 2024 – Aug 2024 · 3 mos · Hybrid
  • Stepped into Acting Manager role, overseeing operations and stakeholder communications during leadership transition.
  • Applied people development and change management to maintain team performance through handover period.
Customer Service Team Lead
Jun 2022 – Jun 2024 · 2 yrs 1 mo
  • Directed team of 20 in advanced NBN troubleshooting using Capture testing and Broadband Assurance tools.
  • Managed data using Excel, Power BI and Salesforce to extract strategic insights for senior leadership.
  • Successfully transitioned operations from India to Australia within a five-month deadline.
  • Recruited and developed 140+ associates; coaching clinics reduced early-tenure attrition by 12%. Best Team Award.
Dec 2021 – Mar 2022
HOOD
Melbourne, AU · Full-time · 4 mos
Team Lead — Utilities Sales
Dec 2021 – Mar 2022
  • Managed 17 consultants selling energy solutions across Victoria, NSW, Queensland and South Australia.
  • Partnered with Origin Energy and Sumo; sustained 75%+ lead-to-sale conversion.
  • Improved scheduling accuracy 15%; reduced escalations 10% through proactive root-cause resolution.
May 2021 – Dec 2021
IAG
Melbourne, AU · Full-time · 8 mos
Auditor
Oct 2021 – Dec 2021 · 3 mos
  • Led team of 10 agents to audit 900 backlogged claims; redesigned processes from inception to closure.
Claims Consultant
May 2021 – Dec 2021
  • Managed 68 insurance portfolios ($2K–$250K); liaised with builders and assessors to drive resolutions.
  • Reduced average claim resolution time by 12% in first 90 days; 100% compliance on disclosure audits.
Aug 2019 – Apr 2021
Graduate House
Univ. of Melbourne
Part-time · 1 yr 9 mos
Guest Services Officer
Aug 2019 – Apr 2021 · Greater Melbourne
  • Coordinated with 5 entities to manage events for the University of Melbourne alumni community.
  • Organised 30+ events ranging from 5 to 90 attendees across companies and organisations.
Aug 2020 – Dec 2020
Mulgrave CC
Melbourne, AU · Internship · 5 mos
Business Consultant
Aug 2020 – Dec 2020
  • Delivered membership analytics via Tableau; identified $100K+ in operational savings.
  • Analysed financial spreadsheets; improved member engagement by 8%. Presented to management.
May 2017 – Sep 2017
OTE Group
Oman · Internship · 5 mos
Sales & Business Development Intern
May 2017 – Sep 2017 · Oman
  • Developed sales presentations for senior managers; implemented direct sales campaigns.
  • Created peer coaching program; trained 5 associates on lead generation and channel management.
  • Collaborated with BDM implementing strategies for new accounts — increased sales by 65%.
Dec 2016 – Feb 2017
DRDO
Defence R&D
Chennai · Internship · 3 mos
Research Intern — Technical Projects
Dec 2016 – Feb 2017 · Chennai
  • Optimised hardware and fixed defects for the Arjun Mark 2 armoured vehicle using ANSYS simulations.
  • Taught decision support systems to 50 masters students; collaborated with 3 international universities.
  • Supervised 5 program analysts; resolved 99% of thermal issues in battle tank systems.
02

Skills & Competencies

Technical & Tools
Analytics & BI
Power BITableauExcel (Advanced)Google Sheets
CRM & Sales Ops
SalesforceMicrosoft FormsJiraNotion
Productivity & Project
MS Office SuiteProcess MappingMiroOKR / KPI Frameworks
Technical Exposure
SQL Queries & Data HandlingPython for AutomationANSYSAI-Assisted Workflows
Business Operations
Customer Onboarding Strategy
Customer Journey Optimisation
Portfolio & Account Management
Sales & Business Development
Consultative Selling & Advisory
Upselling & Cross-selling
KPI / OKR Design & Tracking
CRM & Salesforce Reporting
Onboarding Playbook Design
Process Improvement & Automation
Escalation Handling
Service Recovery
Leadership & Soft Skills
Stakeholder Management
Strategic Thinking
Team Leadership
Coaching & Mentorship
Cross-functional Collaboration
Change Management
Data-Driven Decision Making
Problem Solving
Adaptability
Executive Communication
Emotional Intelligence
Negotiation
Business Storytelling
Ownership Mentality
Critical Thinking
Conflict Resolution
Performance Management
Prioritisation & Time Management
03

Key Achievements

Reduced agent time-to-productivity by 25% at Telstra via end-to-end onboarding redesign — equivalent to recovering $200K+ in annual training cost.

Achieved 80%+ probation-to-permanent conversion rate across 10+ nesting batches, significantly reducing attrition-driven recruitment cost.

Recruited and developed 140+ associates; performance frameworks designed for the team were later adopted across the wider business unit.

Identified $100K+ in operational efficiency opportunities within a 4-month consulting engagement at Mulgrave Country Club.

Recognised with Best Team Award (Tech Mahindra / Telstra) — top-ranked team across the floor for two consecutive review cycles.

Increased sales by 65% at OTE Group; cut IAG claim resolution time by 12% within first 90 days of role.

04

Selected Projects

Concept · Talent
Talent Nexus
A conceptual framework for building talent ecosystems that reduce time-to-productivity — combining structured onboarding, performance feedback loops, and AI-assisted coaching pathways.
Concept · AI Operations
AI Operations Concepts
Exploring how AI-enabled knowledge management, automated triage, and predictive staffing models can transform traditional operations teams into adaptive, intelligent systems.
System Design · Onboarding
Customer Onboarding Systems
Designed and deployed end-to-end onboarding playbooks at Telstra — cutting ramp-up time by 25% and achieving 80%+ retention through structured nesting, feedback loops, and SLA protocols.
Analytics · Reporting
Dashboard & KPI Frameworks
Built executive-ready Power BI and Salesforce dashboards tracking AHT, FCR, eNPS and engagement metrics. Delivered weekly insights to senior leadership driving operational decisions.
Concept · Workflow
Workflow Automation Concepts
Researching lightweight automation layers — from AI-assisted knowledge bases to process orchestration tools — that reduce manual overhead in operations and customer success functions.
Engineering · Research
KERS for Bicycles
Designed a flywheel-based Kinetic Energy Recovery System for bicycles at SRM Institute — capturing braking energy and converting it back into propulsion. B.Tech engineering project.
05

Education

University of Melbourne
Master of Management
The University of Melbourne
Mar 2019 – Dec 2020  ·  First Class Honours
Consulting Club Member  ·  Student Mentor  ·  MBS Student Association
SRM University
B.Tech — Mechanical Engineering
SRM Institute of Science and Technology, Chennai
Apr 2014 – Apr 2018  ·  CGPA: 8.01 / 10
Founder, Robotics Club  ·  Captain, Basketball Team  ·  Formula 1 Design Engineer
06

Certifications

Introduction to Artificial Intelligence

LinkedIn · Apr 2026

Artificial IntelligenceAI Literacy

McKinsey Forward

McKinsey & Company · Dec 2025

ID: 8adcf74a-18a4-40ca-96c5-065cd887310d

ANZIIF

GICOP

ANZIIF · May 2020

Google Analytics for Beginners

Google Analytics for Business · Feb 2021

Expired Feb 2024

Introduction to Disciplined Agile

LinkedIn · Feb 2021

Engineering Management
07

Let's Connect

Open to roles in customer success, sales operations, business development, and strategy — particularly in SaaS, fintech, or high-growth environments.

✉ rahul.marar@outlook.com Email in linkedin.com/in/rahulnarayanamarar LinkedIn ☎ +91 91132 94534 Phone

Open To

Based in Bengaluru, open to relocation for the right opportunity.

Customer Success / Onboarding Lead
Sales Operations Manager
Business Development / Strategy
Account Management (SMB to Enterprise)
Operations & Process Excellence
Strategy & Management Consulting