Manager Social Media

SUBRAMANIAN KUTHALINGAM

B ***, Bella Villa One Condo, 5, Hamburg Street, Merville Park Paranaque City, Metro Manila, Manila, Philippines

+63-917******* +63-2-8006719 adczwo@r.postjobfree.com ; adczwo@r.postjobfree.com SUMMARY University of Cambridge Judge Business School Certified in Digital Disruption Strategist and Business Transformation Leader with more than two decades of experience in creating new business and deep understanding in new cutting-Edge Technology, Ecosystem, Platform and Business model. Executed variety of Consultancy work in Business Transformation - BX, Customer Experience - CX & Digital Transformation - DX and Operational Excellence projects for multi-billion-dollar enterprises. Developed Technology Governance framework, Budget & Planning, creating robust IT Architecture Platform and aligning benefits of Automation to solve business & customer needs by using AI, ML, NLP, and Analytics solutions.

Automation Anywhere, UiPath RPA certified, also developed many bots which brings productivity gain, reduce human error and developed & implemented Chatbot using Conversational NLU for logistics client.

Chief Architect of HRD Congress Award winning and IDC DX Asia Finalist Contact center Relationship Platform (CRP) software platform development which helps the company business cycle of Recruit, Retain and Reward activity by using Design Thinking, Agile methodology, Microservices architecture and utilize the latest technology to bring better Customer & Employee Experience and ISO & PCI Certified.

EXPERIENCE Teleperformance Global Services, Philippines. Apr 03 – Present Formerly Intelenet Global Services, a leading global Business Process Outsourcing Provider supporting multinational clients across US, UK, Europe, India, Philippines, Australia & MEA Vice President – Digital Transformation (DX), Chief Architect BX/DX Reporting to Global CIO and Global Transformation Head, managing a team of 50+ which includes

(TAP Consultants, IT Architect, Application Solution Design Manager, Project Manager, Scrum Masters, Software Development Managers, Database Manager, Risk & Compliance Assessment Manager and RPA/AI Manager) and providing technology related Application solution/support/security services for the business along with managing budget.

Spearheading global IT SDLC Application and New Age Platform (AI/RPA) development responsibilities including strategic IT planning, budgeting, implementation, service support and ensuring improvement in Technology performance and support services.

Digital Transformation strategy achieved thru AI, ML, RPA, Analytics, Mobility and Developed CRP (Contact Center Relationship Platform) software which is unique to BPO specific industry and covers Recruit to Retirement process of employee life cycle. Nominated and Finalist for Asia IDC Awards. BOT and Analytics tools been developed and improved business performance and Revenue. Created new business model thru BOT as Digital Agent / Digital Worker.

Transforming IT into strategic business partner, executing projects, developing infrastructure, and supporting technology services, information security and business continuity, Risk & Compliance

Innovative and Agile IT CRM Architecture Solution provided to new client acquisition in multiple industry clients (BFSI, Telecom, Transport, Travel & Hospitality, Healthcare, Utility& e- Commerce) supporting bidding and business development process along with Sales/Marketing Team.

Specialized and Expertise in Setting up New Technology business units in faster and cost- effective way with Innovative solution. SDLC, Agile, Micro Services and Dev Ops Implementation

Application VAPT and Testing, Operational Risk and Compliance practice specific to BPO Client Contract and Company Management system been developed and managed. SUBRAMANIAN KUTHALINGAM

Digital Transformation, BOT, Analytics and Mobility Solutions.

Digital Transformation with L3D Framework, TAP, SMAC (Social Media, Mobility, and Analytics & Cloud), and 3rd Platform Methodology widely adopted and implemented in many projects.

Contact Center Relationship Platform (CRP) product been developed by my team and myself is the Chief Architect for this product development which has 20+ Modules and covers the life cycle of BPO Employee and process. This tool also has BI and Analytics capability, Multiple technology architecture been used like HCM/HRMIS, CRM GDS, e-Commerce, and Gamifications and integrated with Avaya Telephony, Badge Access Control system, Active Directory and Email Systems. This product been nominated and finalist in Asia IDC Awards.

RPA (Robotic Process Automation) Capability developed in PH Region and BOT been developed for Healthcare, Telco and Communication Clients, BCM Event mgt Activity

Analytics product been developed specific to BPO related challenges like Employee Mood and Attendance/Attrition which is integrated with Google Maps.

Gamification, Mobility and Cloud based tool developed to improve the operational efficiency and Real time dashboard of CC operation metric in Mobile APP.

Robotic and Uberization Concept based software solution developed to Healthcare Client. We have received lot of Industry and CIO community Awards received for innovative solutions.

Process Re-Engineering implemented in various projects and ensured improvement / Efficiency achieved and aligned with COPC & Six Sigma methods, and implemented thru On-Prom and Cloud based CRM and ERP Tools

Facilitated development of 100+ in-house process engineering tools for improving BPO business.

One of the Healthcare client contract been developed with Business Transformation and Digital Transformation based revenue outcome model executed. Solution Architect, Project Management and Special Projects Handled:

Innovative DX Solution with Agile, Scalable and Reliable design features to differentiate in wining theme for new bidding and RFI/RFP activity.

Transitioned 500+ projects through onshore/near-shore/offshore business models from Banking/Financial, Telecom, Healthcare, Travel, Media, Manufacturing and Retail industry.

Worked with major financial and banking corporate like Barclays, JP Morgan and ANZ in India and implemented 3 major BOT model projects

Executed 25+ process engineering and consulting projects for multiple clients including state data center & NOC projects for state government (72M population) in India.

Special Project Head for 2000 Seats – Philippines site identification, budget and costing, design, setup and transition in Infrastructure and Technology aspect along with all statutory approvals.

Completed one among the biggest size of 2000 FTE offshore migration project within 6 months in Early 2005 year itself and received lot of appreciation from Industry and shareholders for smooth and faster transition of offshore projects.

Application Support and Service Delivery:

SDLC and Agile Method based ERP/CRM/CRP application platform been developed with Cloud native environment which is supported 24*7 services

SDWAN, Hyperconverged Infrastructure (HCI), Cloud Infra (AWS, Azure and Google) supported application managed to increase scalability and reduce the cost.

Established and managed global ITIL application service delivery framework to support the business OLA and SLA with our clients. Global Service Desk support developed and implemented.

Service Desk, Incident Management, Problem Management, Change Management and Release Management process been established thru tools

We have developed in house cloud-based Asset Management Tool with Bar code capability and scanning functionality

Application VAPT, Quality control and Functional & Stress Testing process been developed and managed for development dept.

Automation Anywhere, UiPath, and Epiance platform acquired for RPA and AI related development activity and 5000+ Bot been deployed for clients.

Knowledge management and Analytic platform developed and supported. SUBRAMANIAN KUTHALINGAM

Cost Reduction:

Implemented Cut the Fat and not the Bone Concept (CFBC) and facilitated in ensuring around USD 2 million cost savings

Various new technology business tool implementations (HR, Training, Quality and Operation Dept) helped the process efficiency and profitability to business.

Various Procurement strategy and partnership model implemented with service provider and industry partners

Time and Cost Savings with Innovative Solution:

350 FTE & 100+ LOB complicated multi skill requirement with less occupancy situation in one of the new client requirements for which we have introduced innovative knowledge management tool and automated TAT escalation workflow to reduce 150 FTE and achieved higher performance.

Employee Benefit / Capability Building Programs Management / ESAT:

Executed Learn & Earn Concept, Manage Multi Domain Method, and improved employee satisfaction score (ESAT) from 94% to 99% for internal services

Executed Zero Heroism and Zero People Dependent Concepts, Work Globally Concepts (WGC), CARE and work life balance mandate by introducing mandate annual leave Customer Care Program Management / NPS/ CSAT:

Executed Customer is always Right (CAR) and Engage in Technology & Make Happy Customer

(ETMHC) achieved good and excellent CSAT results.

Support for New Business Development, Solution and M&A:

Developed and delivered strong solution and support framework which helped company growth of 25 to 55,000 employee base and globally 60+ sites for Intelenet in last 17 years.

Actively participate in new client acquisition/ Sales Pitch process and provide immediate technology solutions.

Conducted due diligence and integration with Intelenet and facilitated company merger & acquisition of Sparsh (3500 seats with 6 cities) and Travelport (1500 seats with 3 cities).

Created opportunity in consultation business in InfoSec & BCM domain, deployed Earn More and Spend Less Method to improve EBIT despite 2009 economy crisis SUBRAMANIAN KUTHALINGAM

Jul 01 - Mar 03 AMRUTANJAN INTERNATIONAL CALL CENTER LIMITED, India Head – Information Technology

Managed hospital management software & web development, Dialer & campaign management, and lead management teams handled IT operations, client acquisition, business development, IT planning, budgeting, web development, dialer scripting and IT infrastructure management. Jan 00 - Jun 01 CITIBANK NA, India

Financial Service Company offering wide range of Credit Cards, Banking Accounts and Loans besides Wealth Management, Insurance Services, and Investment Services Consultant - Datacenter Management Services

Supervised data center, telecom, network design and operation management, ATM & EDC network design and support, Citi phone call center design and support functions

Delivered WAN connectivity design and implementation support to end customer devices (ATM, EDC, IVR, Phone Banking and Payment Gateway) across India

Led the data center and WAN / Telecom infrastructure team in designing and implementation on IP addressing and dynamic routing

Migrated the entire Citibank network from legacy X.25 platform to the latest IP & IPSec network for all ATM and EDC Devices in India

Supervised implementation and testing activities for setting up of the contingency data center for AMESA region in India

Implemented ATM, EDC (Electronic Data Capture-Card Swiping Machine), IVR, CitiPhone, Internet Banking and Payment Gateway services and equipment’s University of Cambridge Judge Business, UK

Digital Disruption Strategy

Par Excellence Institute, India

Executive MBA Program

EDUCATION

Accel Institute of Technology, India

Post Graduate Diploma in Computer Application (PGDCA) Md.Sathak Engineering College, Madurai Kamaraj University, India Bachelor of Engineering (Electronics & Communication Engineering) Industry

Certifications Certified in Digital Disruption Strategist, Yellow Belt Certified in Lean Six Sigma, Val IT, ITIL, PMP, Scrum Master and RPA

Audit Mgt &

Certifications Develop the framework and get compliant & certified in Various Industry Best Practices & Standards

Certified in Digital Disruption Strategist, University of Cambridge Judge Business

Design Thinking, Automation Anywhere, UiPath & EpiGene RPA platform trained.

Python, Java, .net, Bootstrap, CSS, …

Java Script, VB Script, …

MS SQL, Mango DB, …

IT Service Delivery certifications in ISO 20000 and Val IT

Information Security Certifications in ISO 27001 and SSAE 18.

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