Senior Associate Director - Team Lead, Integrated System Support

SURESH ANAND

A versatile professional with **+ years of profound experience in Strategic Leadership, People Operations & Organizational Effectiveness, Business & Operational Excellence, Process Governance, Digital Operations, IT Service Management, Customer Success, Risk Governance & Audit Compliance, Executive Stakeholder & CXO Engagement in an organization of high repute. ***************@*****.*** +91-988*******

PROFILE SUMMARY

• Seasoned People and Organizational Operations leader with 30+ years of experience driving enterprise-scale excellence across people operations, organizational effectiveness, quality management, process governance, and business operations within BFSI, healthcare, BPO/KPO, and services-led ecosystems.

• Proven leader of large, multi-location organizations, with deep expertise in designing and running people-centric operating models across India, the US, Canada, Australia, and APAC, ensuring consistency, scalability, and performance through strong governance and execution discipline.

• Strategic custodian of organizational quality and excellence, recognized for building enterprise-wide frameworks that elevate workforce effectiveness, process maturity, service quality, turnaround time, customer outcomes, and cost efficiency.

• Deep expertise in quality systems, audit readiness, compliance governance, and operational risk management, with hands- on leadership in embedding controls, standards, and resilience into day-to-day business and people operations.

• Transformation-led practitioner with strong grounding in Lean, Six Sigma, process reengineering, and continuous improvement, driving sustainable organizational change through structured programs, metrics-led execution, and operational rigor.

• Experienced Programs and Projects Head, overseeing complex portfolios spanning workforce transformation, operating model redesign, quality initiatives, and enterprise change programs with full accountability for outcomes, budgets, and delivery excellence.

• Trusted partner to CXOs, business heads, regulators, and external stakeholders, aligning people operations, quality agendas, EDI priorities, and organizational initiatives with broader business strategy and enterprise objectives.

• People-first leader with a strong track record in talent development, leadership capability building, succession planning, and fostering inclusive, high-performance cultures grounded in EDI principles and ethical business practices.

• Data-informed business leader, leveraging operational, workforce, and quality metrics to drive decision-making, improve predictability, strengthen governance, and enhance organizational performance.

• Purpose-driven enterprise leader, combining people leadership, operational excellence, quality stewardship, and program

• execution to deliver measurable business impact, organizational resilience, and long-term stakeholder trust.

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CORE COMPETENCIES

Process Reengineering

SOP Development

Vendor Management

Project/Program Management

Service Management

Cost Optimization

Risk Governance

Quality Assurance

KPI Development

SOFT SKILLS

Active Listener

Innovative

Communicator

Thinker

Intuitive

Collaborator

EDUCATION

Doctorate in Business Administration (Operations

Management) – Pursuing

MBA (International Operations Management & Business Administration) – Venkateshwara Open University,

2017

Bachelor’s Degree (Operations Management & Business Administration)

CAREER TIMELINE

Jan’92 – May’94

Jun’94 – Dec’95

Jan’96 – Jul’16

Sep’16 – Dec’18

Jan’19 – Jan’22

Jan'22 - Present

BPL India Pvt. Ltd.

Devi Internationals

MModal Global

Services Pvt. Ltd.

Tenon Property

Services Pvt. Ltd.

Refinitiv (Thomson

Reuters)

London Stock

Exchange Group

PROFESSIONAL EXPERIENCE

Nov’23 – Present: London Stock Exchange Group, India – Senior Manager, Service Effectiveness (ITSM, Infrastructure & Cloud)

• Spearheading enterprise-wide ITSM and digital operations, ensuring seamless cloud and infrastructure service delivery while maintaining operational resilience across multiple regions.

• Designed and implemented AI-enabled dashboards and process automation, improving incident resolution efficiency and enhancing service effectiveness.

• Led cross-functional teams to define, monitor, and optimize KPIs for operational performance, customer satisfaction, and risk compliance.

• Partnered with business stakeholders to develop scalable governance frameworks, reducing SLA breaches and supporting regulatory compliance.

• Championed continuous improvement initiatives in service delivery, integrating Lean and Six Sigma methodologies to streamline operations.

• Directed risk and audit compliance processes, strengthening operational resilience and ensuring alignment with global standards and corporate policies.

Jan’22 – Oct’23: London Stock Exchange Group, India – Senior Manager / Senior Business Analyst, Data Governance, Operational Resilience & Process Improvement

• Managed data governance, operational resilience, and business process improvement initiatives, enhancing overall operational efficiency and service reliability.

• Streamlined service escalation processes, reducing turnaround time for critical issues and improving stakeholder satisfaction.

• Developed and executed frameworks for cross-functional collaboration, ensuring consistent adoption of best practices and operational standards.

• Analyzed operational metrics to identify systemic inefficiencies and implemented actionable solutions, driving measurable performance improvements.

• Supported strategic leadership in resource allocation, budgeting, and risk management across multiple global operations.

• Played a key role in digital transformation initiatives, leveraging technology and automation to optimize business processes and drive continuous improvement.

Jun’20 – Jan’22: Refinitiv India Shared Services Pvt. Ltd. – Team Leader, Due Diligence & Customer Operations

• Led Customer Sales Order Management and Vendor Management operations, ensuring accuracy, compliance, and timely execution of high-volume processes.

• Implemented process improvement initiatives that enhanced efficiency, reduced redundancies, and elevated overall customer experience.

• Developed performance benchmarking frameworks and operational guidelines, standardizing workflows across teams and improving service quality.

• Acted as liaison between stakeholders, clients, and internal teams to resolve escalations and maintain seamless business operations.

• Devised strategies to optimize gross margins through process standardization, automation, and continuous monitoring of key metrics.

• Mentored and trained teams to enhance skills, boost productivity, and ensure adherence to best practices and organizational standards.

PREVIOUS EXPERIENCE

• Jan’19 – May’20: Refinitiv (Thomson Reuters), India – Order Management Specialist – TRKD

• Sep’16 – Dec’18: Tenon Property Services Pvt. Ltd., India – Operations Manager, Key Strategic Accounts (South India)

• Jan’96 – Jul’16: MModal Global Services Pvt. Ltd. – DGM / AVP, Organizational Strategy & P&L Centers Leadership (India, US, Canada, Australia)

• Jun’94 – Dec’95: Devi Internationals, India – Loan Schemes Officer (Karnataka Region)

• Jan’92 – May’94: BPL India Pvt. Ltd., India – Regional Sales Manager (Karnataka)

• Apr’88 – Mar’92: Indian Army, India – STF & Training Officer (Deputed from National Cadet Corps) CERTIFICATIONS

• Six Sigma Black Belt – 2013

• Six Sigma Green Belt – 2011

• ISO 9001:2000 Internal Auditor Certification – Nathan & Nathan Consultants, 2006

• Certified Bulletproof Manager (Leadership & Management Excellence) – Crestcom International, USA, 2004

• Information Security Management System (ISMS) Auditor Training – DNV, 2010

• Disciplined Agile Delivery (DAD) – Leadership Training PERSONAL DETAILS

Date of Birth: 8th Jan, 1971

Languages Known: English, Hindi, Kannada, Malayalam, Tamil, Telugu, Punjabi, Urdu Address: Bangalore, India - 560100

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