P Muthu Raja
Chennai
Summary
Dynamic and strategic leader with over 16 years of experience driving operational excellence and service delivery within the travel industry. Currently managing a $10 million portfolio and leading a global team of 300+ professionals to deliver seamless, multi-channel customer support for the world’s largest Online Travel Agency (OTA). Proven expertise in managing large-scale back-office operations, project transitions, and process automation initiatives that enhance customer satisfaction and operational efficiency. Adept at P&L ownership, multi-site operations, and Business Continuity Planning (BCP), with a strong focus on innovation, quality, and client retention. Recognized for building high-performing teams, fostering long-term client relationships, and delivering measurable business impact in fast-paced, customer-centric environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Manager – Service Delivery Lead
Sutherland Global Services
Chennai
07.2016 - Current
- Lead service delivery for multiple Lines of Business (LOBs), overseeing 280+ agents across customer support and back-office operations.
- Manage global support operations across voice (inbound/outbound), chat, and email channels from multi-site locations.
- Contribute to RFPs and new contracts by providing business scope and technical inputs.
- Own P&L performance for managed accounts, ensuring financial health and profitability.
- Act as the primary client liaison, handling communications, escalations, and relationship management.
- Ensure adherence to client KPIs, organizational KPIs, and SLAs as per contractual obligations.
- Drive change management initiatives, including project transitions, process enhancements, and technical upgrades.
- Oversee multi-location operations and implement Business Continuity Plans (BCP).
- Champion process automation and continuous improvement to enhance operational efficiency.
- Conduct and present in client business reviews (WBR, MBR, QBR) with high-quality reporting and insights.
- Define and track KPIs using Power BI dashboards for performance monitoring.
- Successfully managed large-scale global OTA customer support operations across multiple channels.
- Implemented 20 new client LOBs across Chennai and Mumbai within 20 months.
- Achieved consistent SLA compliance, earning Platinum Awards for leadership and performance.
- Introduced automation initiatives that led to significant cost savings and efficiency gains.
- Consistently achieved top-tier performance ratings in Annual PDRP assessments throughout tenure at Sutherland.
Manager – Service Delivery
Sutherland Global Services
Chennai
07.2014 - 06.2016
- Managed backend service delivery for multiple global airline clients, focusing on Fare Auditing, Revenue Passenger Accounting, and Direct Operating Cost functions.
- Directed cross-functional teams to ensure accurate and timely processing of airline financial transactions, improving SLA adherence by 15%.
- Oversaw service delivery operations in compliance with IATA standards and client-specific KPIs.
- Implemented process enhancements that reduced audit cycle times by 20% and improved data accuracy.
- Collaborated with client stakeholders to identify operational gaps and drive continuous improvement.
- Developed and maintained SOPs and process documentation to support training and quality assurance.
- Managed a team of 100+ associates and team leads across multiple client LOBs, providing coaching, feedback, and career development.
- Conducted business reviews with clients, presenting performance metrics and strategic recommendations.
- Partnered with IT teams to deploy automation tools for fare audit and cost reconciliation.
- Ensured compliance with internal controls and external audit requirements.
- Led successful transitions of new airline processes, including knowledge transfer and ramp-up planning.
- Skills Used: Service Delivery Management, Client Relationship Management, Airline Revenue Accounting, Process Improvement (Lean, Six Sigma), Team Leadership & Performance Management, Data Analysis & Reporting (Excel, SQL), Quality Assurance & Compliance, Stakeholder Communication, Transition & Knowledge Transfer, Workflow Optimization, Audit & Risk Management, Operational Excellence.
Sr. Team Manager
Sutherland Global Services
Chennai
07.2012 - 06.2014
- Led operational teams supporting backend airline processes, including fare auditing, revenue accounting, and cost reconciliation, ensuring consistent service quality and client satisfaction.
- Supervised daily operations for airline financial services, ensuring SLA and quality compliance.
- Managed a team of 50+ associates and team leads across multiple LOBs, focusing on performance management and development.
- Monitored key process metrics and implemented corrective actions to improve efficiency and accuracy.
- Coordinated with quality and compliance teams to maintain audit readiness and process integrity.
- Supported client process transitions through documentation, training, and stabilization efforts.
- Conducted root cause analysis and implemented process improvements to reduce errors and rework.
- Acted as a client escalation point, ensuring timely and effective issue resolution.
- Facilitated knowledge sharing and best practices across teams to drive operational consistency.
- Delivered weekly and monthly performance reports to senior leadership.
- Mentored team leads to build leadership capabilities and support succession planning.
- Skills Used: Team Management & Coaching, Airline Financial Operations, SLA & KPI Monitoring, Process Improvement, Client Communication, Quality Assurance, Root Cause Analysis, Reporting & Dashboarding (Excel, PowerPoint), Transition Support, Conflict Resolution.
Team Manager
Sutherland Global Services
Chennai
12.2010 - 06.2012
- Managed day-to-day operations for airline backend processes, ensuring service quality, team performance, and client satisfaction.
- Led a team of 15+ associates handling fare audit and revenue accounting tasks.
- Monitored daily performance metrics and ensured adherence to SLAs and quality standards.
- Conducted regular coaching sessions and performance reviews to drive team development.
- Supported process documentation and knowledge management initiatives.
- Collaborated with internal teams to resolve operational issues and improve workflow efficiency.
- Assisted in onboarding and training new team members to ensure smooth integration.
- Skills Used: Team Supervision, Airline Process Operations, SLA & Quality Monitoring, Coaching & Feedback, Workflow Coordination, Training & Onboarding, Performance Reporting, Subject Matter Expert (Fare Pricing).
TRX Technologies
Bangalore
07.2010 - 12.2010
- Conducted quality checks on airline fare filings and ensured pricing accuracy.
- Performed market fare analysis using metasearch tools.
- Delivered GDS pricing training to new hires.
Subject Matter Expert – Fare Audit
Adventity Global Services
Chennai
03.2008 - 08.2009
- Managed fare audit projects for Middle Eastern airlines.
- Handled QC of Agency Debit Memos (ADMs) and dispute resolution.
- Led recruitment and training for L1 & L2 audit roles.
Field Coordinator / Assistant Project Coordinator
Human Rights Law Network
Port Blair
03.2005 - 08.2007
- Supervised 85 field officers for post-Tsunami data collection and relief coordination.
- Liaised with local Panchayats and government bodies on compensation rights.
- Prepared legal reports and conducted awareness programs.
Education
MBA -
NIBM
Chennai, Tamil NaduBBA -
Alagappa University
Tamil NaduSkills
- Service Delivery Management
- P&L Ownership & Financial Oversight
- Client Relationship Management
- Process Automation & Improvement
- Airline Revenue Accounting
- Business Continuity Planning (BCP)
- Team Leadership & Development
- SLA & KPI Management
- Transition & Change Management
- Data Analysis (Excel, SQL, Power BI)
- Quality Assurance & Compliance
- Stakeholder Communication
Certification
- Lean Six Sigma Certified
- AMU (Account Manager University Certification) Sutherland
- IATA/UFTAA
- GDS Knowledge – Amadeus, Galileo, ATPCO
Languages
- English
- Hindi
- Tamil
Personal Information
Date of Birth: 09/19/82
Timeline
Sr. Manager – Service Delivery Lead
Sutherland Global Services
07.2016 - Current
Manager – Service Delivery
Sutherland Global Services
07.2014 - 06.2016
Sr. Team Manager
Sutherland Global Services
07.2012 - 06.2014
Team Manager
Sutherland Global Services
12.2010 - 06.2012
TRX Technologies
07.2010 - 12.2010
Subject Matter Expert – Fare Audit
Adventity Global Services
03.2008 - 08.2009
Field Coordinator / Assistant Project Coordinator
Human Rights Law Network
03.2005 - 08.2007
MBA -
NIBM
BBA -
Alagappa University