Sethuram Sivaram
Global Operations Leader
Bengaluru
Summary
Results-driven executive with 20+ years of extensive experience in strategic leadership and operational excellence. Proven track record in driving growth, optimizing processes, and fostering team collaboration. Exceptional skills in strategic planning, financial management, and stakeholder engagement. Adaptable and reliable, consistently achieving high-impact results in dynamic environments.
Overview
26
26
years of professional experience
4
4
Certifications
Work History
Vice President - Consumer & Community Banking
JP Morgan Chase India Pvt Ltd
Bengaluru
04.2018 - Current
- Leading the global operations with Span of Control of about 700+ FTES
- Deposit Review, FHL, Claims, Inclearing, KYC/AML and Card Recovery Operations
- Accountable for all offshore delivery for the retail card operations
- Develop strategies and assessment for offshore transitions and migrations
- Responsible/accountable for offshore transitions from conception to steady state
- Coordinating for new or existing global delivery activities opportunities (Build / Run)
- Lead team of Coaches, Managers, Project Managers, Reporting Analysts and Specialists
- Provide overall leadership to the offshore site performance
- Create Project plan, resource allocation, execute plans with actions to meet milestones
- Drive utilization, revenue, risk & compliance for offshore centres
- Prepare productivity, utilization and costs reports to the executives
- Develop Continuous improvement environment with focus on Service Quality
- Constantly review and improve existing processes and enhance efficiency
- Drive automation, BOTS, and other efficiency projects
- Control and curb controllable losses for the bank (saved $3M)
- Lead COE team of Project Managers in driving transformation projects with Lean principles
- Maintain Operations SLAs, Decision Quality, efficiency, and Customer experience
- Develop and lead a team that is responsive to organizational and operational changes
- Foster and champion high-performance culture
- Drive orientation towards data analytics and reporting
Head - Global Operations, Client Services
Sterling Infosystems India Pvt Ltd
Mumbai
05.2015 - 03.2018
- Company Overview: It is a Goldman Sachs org
- Wholly funded and owned
- Leading Client services & support - Global Operations for the US, Philippines & India centres
- Leading in all delivery centre activities
- Managed a span of control of about 600+ FTEs
- Leading global clients with offshore delivery centre business worth $40M annual revenue
- Own costs, profitability, service quality, efficiency for the CS vertical
- Manage and control offshore transitions from global delivery centres
- Create & own project plan, resource planning and implementation with benefits
- Manage budgets and forecast to obtain optimum business results
- Overseeing project resources, plans, controls and related risks
- Construct detailed business cases and accompanying executive presentations for proposed improvement initiatives to reduce fraud, claims and controllable losses for the bank
- Facilitate the development and implementation of metrics/reports to measure success
- Oversee operations budget & work with Finance to ensure compliance
- Lead, train and coach teams on performance and retention
- Maintain continuous alignment of resources, and scope with strategic business objectives of the firm to enhance efficiency and business results
DPE & Client Operations Leader - Distribution Sector
IBM India Pvt Ltd
Bengaluru
07.2009 - 05.2015
- Was leading IBM Global Infrastructure and Offshore Delivery Services
- Accountable for all delivery activities for India delivery centre (Build/ Run)
- Coordinating all offshore delivery activities across the function
- Leading clients Healthcare, Insurance, Travel, Distribution & Communication
- Define, Own Service/Quality Improvement projects from conception to steady state
- Managed large and complex projects and programs exceeding $150 Million TCV
- Provide strategic directions to PMs, SDMS, SAMS, CSMS & DPEs on delivery, projects & cost
- Own & drive Service Quality, Service levels, Customer Satisfaction & Operational efficiencies
- Manage the delivery commitments of the GDC according to the contract or SOW
- Assist the Geo DPE/PE in managing customer satisfaction and delivery support model
- Rendering leadership to the portfolio and enhancing cost efficiency and delivery excellence
Delivery Project Executive
IBM India Pvt Ltd
Bngaluru
10.2011 - 03.2014
- Lead a team of Delivery executives, Project Managers, SDMs and Account Managers responsible for all aspects of Offshore Service Delivery, including infrastructure support
- Own Offshore delivery - costs, budgets, Customer experience, SLAs and contractual compliance
- Responsible for leading Continuous Improvement initiatives to help drive margin expansions
- Ensure Engagement and Transition Actives are completed on time and budgets
- Ensure relevant governance /interlock with sending/receiving geo service lines
- Review service line performance (overall view) and devise improvement plans as required
- Drive own efficiency and build projects (automation, process improvement etc)
Sr. Manager - Quality & Transformation
IBM India Pvt Ltd
Bengaluru
07.2009 - 09.2011
- zLead process excellence, transactional & transformational Quality projects
- Was serving IBM internal & 70+ global clients across AP, EMEA & Americas geographies
- Managed 80 QAS, 6 Q-FLMs across all the geos
- Responsible for designing, developing, managing high quality projects for Offshore delivery
- Identify opportunities & drive continuous Improvement plans
- Lean based projects / initiatives to the processes for improving & sustaining performance
- Interface with senior management to report on project and program milestones
- Ensure that QA process and standards are followed consistently by all businesses
- Maintain general sanity and health of the teams
- Analyze trends and patterns to improve the efficiency of the teams
- Identify and review the process gaps
- Manage performance of the team in terms of metrics and other key performance indicators
Program Manager - TCE & Quality
Hewlet Packard Global Soft Ltd
Bengaluru
11.2003 - 06.2009
- Leading Global Quality team and was responsible for driving transactional & transformational quality across offshore verticals for about 25 QAs and 4 TLs
- Ensure that QA process and standards are followed consistently offshore delivery centre
- Hiring Quality Analysts & aligning them to accounts basis skills and expertise
- Identify and recommend changes to established practices and policies
- Manage team performance while growing and coaching future leaders in the team
- Understanding the stakeholders' dynamics and analyzing / review process impact
- Mentoring and driving the team to achieve excellence
- Manage the cost, budget and resources of the QA department
Sr. Accounts Executive
Cymbionic Marketing India Pvt Ltd
Chennai
05.1999 - 10.2003
- Company Overview: Start-up company dealing with Multi-Level-Marketing
- Keeping the book of accounts for Chennai & Hyderabad sites
- Manage the daily petty cash
- In-charge of the entries, P/L and Balance Sheet
- Monthly/Quarterly/Annual review of accounts with stakeholders
- Start-up company dealing with Multi-Level-Marketing
Education
Bachelor's - economics
Bharathidasan University
05.1999 - 10.2003
MBA - undefined
ICFAI
GED -
Indian Institute of Management
Bengaluru 04.2001 -
Skills
- Project & Program Management
- Transition and Migration
- Business Development
- Key Account Management
- Professional Services
- Offshore Service Delivery
- Client Services & Support
- Organizational Development
- Workforce Management
- Team Management
- Effective Communication
- Strong Analytical & Problem solving
- Solution centric
- Innovative
- Collaborative mindset
- Building relationships
- High on integrity and Work ethics
- Inclusive leadership
Certification
Agile Scrum Master
Timeline
Vice President - Consumer & Community Banking
JP Morgan Chase India Pvt Ltd
04.2018 - Current
Head - Global Operations, Client Services
Sterling Infosystems India Pvt Ltd
05.2015 - 03.2018
Delivery Project Executive
IBM India Pvt Ltd
10.2011 - 03.2014
DPE & Client Operations Leader - Distribution Sector
IBM India Pvt Ltd
07.2009 - 05.2015
Sr. Manager - Quality & Transformation
IBM India Pvt Ltd
07.2009 - 09.2011
Program Manager - TCE & Quality
Hewlet Packard Global Soft Ltd
11.2003 - 06.2009
GED -
Indian Institute of Management
04.2001 -
Sr. Accounts Executive
Cymbionic Marketing India Pvt Ltd
05.1999 - 10.2003
Bachelor's - economics
Bharathidasan University
05.1999 - 10.2003
MBA - undefined
ICFAI
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