Sujith K P

Metro heights apartment, *** C block, Mamata nagar, .Nagole, 560068

Cell: +91-984******* Email: adxo7w@r.postjobfree.com

Operating Leader- Retail programs (Chat), BFSI in Service Delivery (Voice), Client Management, P&L, People Management, Customer service, Project Management, Transitions, Process Excellence - Worked for US & North American geography, leading large teams.

Profile: -

●18 years of rich experience as Global Operating Executive.

●2 years as an operational leader working from WFH setup.

●Currently working as senior operational manager for 247-Intouch PVT ltd. It’s been last 4 months ( 3.2 weeks in HYD and 2 weeks in BLR)

●1.7 year, as assistant program manager for 247.ai. (Managed Best buy chat Care & Care 2 specialist LOB’s - Retail Sales & Customer Service domain).

●Prior to 2021, worked from Bangalore office and handled voice process - Banking (New Acquisition, Existing Accounts (Cross- selling) & Insurance Sales and Services).

●Have developed rich experience in building strong client relationships and managing large operations to achieve consistent day to day results, inspire people, improve process, P&L management, Revenue & Cost.

●A leader with motivational management style and reputation for building and retaining highly motivated teams. Result driven and focused with immaculate work habits, excellent man-management, time management and leadership skills

●Successful at building high-performance teams and leading service organizations, skilled at establishing ops excellence within culturally diverse environments, translating conceptual models into specific growth strategies, cross-skilling and planning/executing various strategies to improve performance, revenues and reduce costs

●Experience in managing voice & non-voice channels. Successfully managed service deliverables for the client.

●Professional with demonstrated success in increasing earnings, achieving cost reductions & exceeding client expectations

Accomplishments

(Hyderabad office) - Managed 450+ agents and supervisory team during peak season time for 247.ai for Best Buy program (Nov, Dec, Jan). Includes remote located team in Shillong. (2021)

Successfully transitioned a 75 seater retail project for the client with a low TAT (2 weeks) for 247.ai (Hyderabad office)

Spear headed Employee referral program for 247.ai BLR office. Identified broken journeys (work flow) within the Employee referral app and worked with the cross functional teams closely to resolve it successfully and managed to increase the referral app usage & referral inputs. The fixes and the subsequent advocacy bought in the much required change with the mindset and usage of the feature and also reduced the D-sat significantly. This was in 2019 for 247.ai.

GM% - Achieved the GM goals for the program handled at [24]7.ai, people cost, right support staff ratio, low attrition rate and seat utilization monitoring and implementation have been the key ingredients. (Both at HYD & BLR office)

Chat attrition goal of 3% achieved in the last 1 year and Voice attrition goal of 5% achieved prior, thanks to the HR-ER team and employee connect initiatives in 247.ai

Transitioned 3 new existing voice LOB’s into the account in 2018 & 2021 (2 Voice & 1 chat respectively) for 247.ai with the all cross functional teams assistance.

2020 – Transitioned agents, Supervisor, Managers, Quality team & WFM movement to different programs during pandemic, overall of 100 voice servicing individuals for 247.ai.

ORGANISATIONAL EXPERIENCE

24-7 InTouch Pvt. LTD August 2022

Senior Operational Manager – (Customer Chat, Escalation & Retention Teams)

Key Responsibilities:

Ownership of BLR center’s daily operational requirements ( approx..230 employees).

Managing people & client deliverables (performance) with 19 Supervisors (Inclusive of TL’s & SME’s)

Manage Instacart program (US region) for Customer service, Escalation team & Retention teams.

Partnering with cross functional teams for support and required assistance to meet and exceed client expectations on KRA’s and operate on a no surprise model

Identifying error trends and conceptualizing & implementing need-based modifications to enhance operational efficiency

Developing teams through demonstration and by providing constructive feedback, addressing employee performance issues, grooming them for future roles and creating a healthy working environment along with retention management.

Work with teams in improving process implementation & efficiency.

[24]7. ai Hyderabad March 2021

Assistant Program Manager- Operations- Retail (Chat – Sales & Customer Service)

Key Responsibilities:

●Worked as an Operation leader managing Best buy chat Care & Care 2 specialist LOB’s

●An Operating Leader managing the Best buy US retail account with 200+ strong workforce and 17 management team TL’s spread across two process. During peak season time (NDJ) (2 -3 months) managed 450+ workforce.

●Responsible for overall client relationship and P&L of $ 4.7M for Care & 1.29M for Care 2 specialist program respectively.

●Briefly managed Walmart seasonal customer support chat program. Duration (Oct to Dec-21)

●Met annual operating targets, including stretch goals.

●Conceptualizing, developing and implementing strict measures in Customer Care procedures to optimize Client Retention and delight

●Adherence to costing, budgeting and invoice: Incentives, allocation for staff welfare budgets and bonus for the teams. Raising billing invoices according to the agreed rates

●Responsible for ensuring resource fulfillment, allocations, on-boarding & optimal bench management in a timely manner.

●Partnering with cross functional teams for support and required assistance to meet and exceed client expectations on KRA’s and operate on a no surprise model

●Identifying error trends and conceptualizing & implementing need-based modifications to enhance operational efficiency

●Developing teams through demonstration and by providing constructive feedback, addressing employee performance issues, grooming them for future roles and creating a healthy working environment along with retention management

●Drive & meet internal Org initiatives

[24]7. ai Bangalore Oct15-May2020

Assistant Program Manager- Operations- Banking (Sales – Voice / non-Voice) -BFSI

Key Responsibilities:

●As an operating Leader managed Canadian Major Banking account ( MBNA-TD), managing 100+ strong workforce

●Responsible for overall client relationship and P&L of $ 3M.

●Meeting annual operating targets, including stretch goals. Conceptualizing, developing and implementing strict measures in Customer Care procedures to optimize Client Retention and delight

●Adherence to Costing, Budgeting and Invoice: Incentives, allocation of staff welfare budgets and bonus for teams. Raising billing invoices according to the agreed rates

●Responsible for ensuring timely Resource fulfillment, allocations, on-boarding & optimal bench management

●Plan & execute quarterly Client visits smoothly.

●Partnering with cross functional teams to exceed Client expectations on KRA’s and operate on a no surprise model

●Identifying error trends and conceptualizing & implementing need-based modifications to enhance operational efficiency

●Developing teams through demonstration and by providing constructive feedback addressing employee performance issues, grooming them for future roles and creating a healthy working environment along with retention management

Achievements:

●Successfully managed the Client portfolio for 10+ years

●Scaled up the account with two new existing LOB’s

●Increased revenue with addition of 3 FTE’s on a French IB voice campaign after successful negotiation with the client

●Met & exceeded the Yearly Employee Survey - Just 16 scores

[24]7.ai Bangalore Aug2010-Sep2015

Manager Operations- Banking End2End Sales – Voice / Non-voice – (MBNA-TD) BFSI

Key Responsibilities:

●As an Operating Leader handled Major Credit Card portfolio for the clients (MBNA-Canada) which includes multiple sub processes including New Acquisition, Existing Accounts, Credit Limit Increase, Balance Transfer & Insurance campaigns

●People Management: Leading and developing team of 100+ associates and 17 management team spread across the process, handling specific interventions throughout employee life cycle & responsible for the output, motivation & performance management

●Ensure support teams such as Quality, Verification, L&D & WFM deliver to clients expectation

●Led an engagement, having responsibility for driving revenue, increasing customer satisfaction, building operational excellence and mentoring people

●Managed English & French Inbound / Outbound Teams

●Client Management-Multiple stakeholder Management involving daily, weekly, fortnightly and monthly governance interventions

●Revenue- Ensured to meticulously work and partner with the respective stakeholders to meet the revenue targets

●Cost reduction targets by ensuring lowest Bench cost, low attrition rate and seat utilization among sub processes

●Process Excellence- Facilitated and participated in high impact quality projects and Lean ideas to deliver productivity benefits

●Base lining targets for existing business and for the new work to be transitioned.

Achievements:

●Meeting annual operating plan targets, including stretch goals. Creating roadmap and delivering on the annual business plan including financials and strategic priorities.

●Managed annual attrition rate at 36% against the target of 60%

●Rated as best Vendor by the clients.

[24]7.ai Bangalore Sep 2005-July2010

Team Leader – Banking

Key Responsibilities:

●As a team leader, the role required handling of high delivering sales teams and meet client SLA.

●Consistent performance – Hit max No.1 spots as a team leader in my tenure in various voice & chat campaigns.

●Managed good relationship with the teams and adhered to attrition levels.

[24]7.ai Bangalore Dec 2002-Aug2005

EDP - Associate

Key Responsibilities:

●Worked for telecom program - AT&T outbound & IB sales (Awarded best new comer for sales within 3 months of tenure)

●Worked for Banking account – CHASE brand (JP Morgan) on ACQ, Existing accounts (Consistently closed No.1 for 15 months)

[24]7.ai Bangalore

Workshop Learnings: - Edifice, Six Thinking Hats, Fish Philosophy & Story-telling, Effective client management, RCA, etc

Academic Qualification and Certifications & Courses:

●Bachelor of Arts

●Diploma in advanced computer Hardware & Networking through Jetking, Bangalore.

●Completed online course through Alison – Diploma in Operations Management (Ops), Six Sigma - Introduction to Bench

Personal Details:

●Date of Birth 19th Oct 80

●Marital Status Married

●US Visa (B1/B2) July 2023

Off work:

Quality time with wife, son & pet dog, occasional cooking, meditation, watch motivational & informative videos, etc

Thank you

Sujith KP

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