Summary
Overview
Work History
Education
Skills
Timeline
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Anand Sundararajan

Anand Sundararajan

Pune

Summary

Performance-driven Vice President with 20 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.

Overview

20
20
years of professional experience

Work History

Vice President - Business Banking Operations

Barclays
07.2022 - Current
  • Managed vendor partners ( >900 employees ) to drive stringent regulatory requirements goals
  • Demonstrated proficient leadership skills to lead and motivate 100 + employees ( Endurance State team ) and build competent teams
  • Hired and managed employees to maximize productivity while training staff on best practices and protocol.
  • Clarified roles, responsibilities and expectations of staff
  • Collaborated with senior management to develop strategic initiatives and long term goals
  • Actively collaborated with Tech teams to facilitate Tech-Ops initiatives to drive efficiency and "Ease of doing work"
  • Identified opportunities to improve business process flows and productivity.

General Manager

WNS Global Services
08.2020 - 07.2022
  • Leading the Transaction and Service quality function (overall direct span of ~ 150 FTEs, including vertical quality leaders) for the F&A Horizontal, spanning over 5000 FTEs across multiple locations (Pune and Mumbai)
  • Drive Effective Change Management across processes
  • Provide Training and quality support, development of risk mitigation plans, metric guides and dashboards
  • Create & periodically update Transaction Quality Playbook in consultation with BU Ops, BU Quality and Risk Teams
  • Define ratio for Transactional Quality to Ops HC and Profile of TQ resources

Vice President

Thomas Cook India Limited
12.2018 - 03.2020
  • Manage end to end business operations worth 1400 Cr per annum ( Cycle includes acquisition, implementation, client management and operations management ).
  • Business complexity includes managing ~800 resources spread across 50 plus major clients across 6 regions.
  • Ensure business growth ( both organic and inorganic) with high focus on ensuring profitability.
  • Ensure customer service is exemplary with a very high focus on client retention.
  • Ongoing audit committee and risk committee involvement.
  • Business P&L, Sales, Client Management & Service Delivery across all markets in India.

Vice President

J.P. Morgan
09.2014 - 12.2018
  • Location Strategy - Build the multi-year roadmap for the India Global Service Centers (GSCs) -Job mix/complexity, Resiliency strategy, Real Estate plans.
  • Annual Business planning - Define the strategic priorities for GSCs across business performance goals, people, financials and risk/controls for that year.
  • Performance Management - Build and operationalize a governance framework to monitor GSCs performance on business plans (efficiency and quality), financial, people and risk/controls.
  • Performance and Cost Optimization Management for Shared service functions - Transport, Dining, Print services, Global Real Estate.
  • Implementation of Strategic programs critical to success of the GSCs.
  • Drive quality and change management processes; identify customer needs and key drivers to reach customer satisfaction goals.
  • Manage Financials for all CAO functions ( includes Budgeting activities and financial management).

Senior Group Manager

WNS
09.2012 - 09.2014
  • Leading quality function (span includes: 2 Group Managers, 1 Process Improvement Consultant, 3 Deputy Managers, 6 Assistant Managers and 26 QCAs) for Travel F&A processes, spanning over 700 FTEs across multiple locations ( Pune and Mumbai ).
  • Drive Effective Change Management across processes.
  • Responsible for designing and executing the Process Improvement strategy for the process, which involves opportunity identification, executing improvement/transformation projects, managing project related communication and execution and facilitating implementation of improvements through the Brainwave.
  • Driving performance and cross training within team to ensure effectiveness and efficiency and keep the QA ratios within the desired limits.
  • Developing and implementing proactive and accurate surrogate measures to gauge and improve customer satisfaction.
  • Retention, talent management and ensuring healthy diversity mix within the team.
  • Mentor Green Belt projects and drive Black Belt projects.
  • Project managing tactical, branded and focused interventions designed to drive key metrics across various processes.
  • Managing Compliance & Internal quality scores by ensuring appropriate control points and associated disciplinary action procedures across Customer services and Credit Operations.
  • Driven ideation programs to encourage business insights leading to process efficiencies enhancement.

Senior Manager

Exl Service
04.2010 - 08.2012
  • Leading quality function (span includes: 2 Managers, 1 Assistant Manager and 31 QCAs) for a US insurance process spanning over 450 FTEs and 17 sub processes across and across locations ( Pune and Noida ).
  • Responsible for designing and executing the Process Improvement strategy for the process, which involves opportunity identification, executing improvement/transformation projects, managing project related communication and execution and facilitating implementation of improvements through the AIM ( All Ideas matter ) platform.
  • Driving performance and cross training within team to ensure effectiveness and efficiency and keep the QCA density within the desired limits.
  • Monitoring utilization of resources in the team with respect to staffing and scheduling.
  • Retention, talent management and ensuring healthy diversity mix within the team.
  • Mentor Green Belt projects and drive Black Belt projects.
  • Ensuring the QC function is running effectively as set per parameters.
  • Training and development of Direct Reports.
  • Design Procedures and Policies for the QCA function.

Deputy Manager

United Health Group
09.2007 - 04.2010
  • Operational Excellence and Process Management, Ensuring adherence to accuracy & turnaround of the processes, high quality service within agreed SLA's and timeliness.
  • Managing a team of 22 Quality Specialists, 1 Quality Analyst and 1 Management Trainee.
  • Driving performance and cross training within team to ensure effectiveness and efficiency.
  • Monitoring utilization of resources in the team with respect to staffing and scheduling.
  • Retention, talent management and ensuring healthy diversity mix within the team.
  • Ensuring there is appropriate and adequate training interventions so as to improve operating knowledge & other soft skills.
  • Identify improvement areas in the process and work towards meeting and excelling the targets.
  • Guiding individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development.
  • Driving business and interfaces with the clients with respect to reviews, reports and escalations.
  • Continuous improvement - Process innovation for Quality improvement.

Assistant Manager

Bajaj Allianz Life Insurance
01.2007 - 09.2007
  • Lead, manage and motivate team of production support help desk executives.
  • Take escalated calls and ensure resolution is provided within timelines.
  • Act as an interface for Helpdesk team, Users and the Development team.
  • Act as a communication link between users and IT for change requests and the process therein.
  • Establishing IT processes by contributing in drafting process documents and ensure mapping of processes.
  • Conduct regular internal audits to ensure process adherence.
  • Identify metrics, monitor and drive process improvement initiatives.
  • Contribute in managing functional testing for the release in production environment.
  • Own up all physical documents as per the QMS requirements.
  • Publish quality dashboards on various Internal IT activities.
  • EXL (Noida Customer Operation Ltd.
  • Pune.

Assistant Manager

Exl Service
04.2004 - 01.2007
  • Managing a team of Quality Compliance Analysts.
  • Managing the daily activities of the Quality Compliance Analysts.
  • Identify improvement areas in the process and work towards meeting and excelling the targets.
  • Monthly One on Ones to be conducted for the team and ensure that the team stays motivated.
  • Daily and weekly interaction with the operations team to track and improve quality scores.
  • To ensure that the process is running smoothly in accordance with the Process specifications.
  • Monthly One on Ones to be conducted for the team and ensure that the team stays motivated Previous Employment in Brief.

Customer Care Executive

Tata Teleservices Maharashtra Limited
05.2003 - 04.2004

Education

Business Analytics Professional: Foundation - Data Analytics

BMGI
Mumbai
2020

Qualified Black Belt -

Motorla-TQMI
2010

Certified Software Quality Analyst (CSQA) -

QAI
2005

Masters in Computer Management - Computer Management

Symbiosis Institute of Computer Science and Research
2003

B.Com - undefined

University of Pune
2001

Skills

  • Proficiency in Administration related to Travel, Insurance, F&A, tackling human resource and other related issues
  • Efficient communicator with excellent leadership, team building, organizational, motivational and project management skills
  • A result oriented individual with an analytical mind capable of delivering timely and desired results even in most challenging situations
  • Knowledge of international work cultures by virtue of regular interaction with UK and US based clients
  • Change Management

Timeline

Vice President - Business Banking Operations

Barclays
07.2022 - Current

General Manager

WNS Global Services
08.2020 - 07.2022

Vice President

Thomas Cook India Limited
12.2018 - 03.2020

Vice President

J.P. Morgan
09.2014 - 12.2018

Senior Group Manager

WNS
09.2012 - 09.2014

Senior Manager

Exl Service
04.2010 - 08.2012

Deputy Manager

United Health Group
09.2007 - 04.2010

Assistant Manager

Bajaj Allianz Life Insurance
01.2007 - 09.2007

Assistant Manager

Exl Service
04.2004 - 01.2007

Customer Care Executive

Tata Teleservices Maharashtra Limited
05.2003 - 04.2004

Business Analytics Professional: Foundation - Data Analytics

BMGI

Qualified Black Belt -

Motorla-TQMI

Certified Software Quality Analyst (CSQA) -

QAI

Masters in Computer Management - Computer Management

Symbiosis Institute of Computer Science and Research

B.Com - undefined

University of Pune

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