Suhas Govindraju

• Spearheading strategic leadership & direction for business growth and profitability.
• Administering end-to-end project management and meeting deadlines without compromising quality or safety.
• Developing comprehensive change management plan for successful cultural and behavioral transformation.
• Providing training and coaching to internal & external consultants, ensuring adherence to best practices.
• Driving operations to outperform objectives and developing strong business relationships with strategic accounts.
• Determining areas of improvement via data analysis, MI reporting and setting up a blue-print for a Continuous Improvement process.

Notable Achievements

• Accomplished 5 implementations with different sector clients (Finance & Insurance).
• Conducted successful client workshops involving Associate levels up to senior levels.
• Established an independent Center of Excellence (CoE) of 15 FTE with the clients
• Steered efforts towards attaining 20% increase in efficiency by implementing strategies to improve financial processes.

Sourcing Lead Engineer (Jun 2014 - Mar 2019)

• Global Sourcing of IT Product information for the Electronics and Product Design Departments.
• Supervised a team of 12 people (5 were remotely managed based in Gurgaon) for data collection, data metrics, data analysis and data management across thousands of global manufacturers.
• Led cross-functional teams to execute complex engineering projects, ensuring alignment with strategic goals.
• Spearheaded Customer Escalations and worked on special projects by supporting the team in Sourcing the Information by reaching out to Customers round the Globe over different communication modes.
• Analyzed data sets to identify trends and inform business strategies.
• Developed and maintained data transformation processes using SQL and Python.
• Conducted regular audits of data systems to identify discrepancies and recommend corrections.
• Established a strong foundation for future growth by proactively addressing potential bottlenecks or limitations within existing data transformation infrastructure, paving the way for seamless scalability as business needs evolve.
• Collaborated with project team members and led customers through data conversion process.
• Supported decision-making processes by providing reliable, timely and accurate transformed datasets to stakeholders.
• Optimized performance of existing ETL pipelines, resulting in reduced processing time and increased throughput.
• Promoted a culture of continuous improvement within the team through proactive identification of areas for enhancement and the implementation of innovative solutions to overcome identified challenges.

Notable Achievements

• Increased response rate from manufacturers by allowing them to provide data in any format.
• Created and managed global database populated and maintained, from a myriad of internal and external sources.
• Implemented process improvements that enhanced operational efficiency and reduced project turnaround times.
• 480-500 million electronic product description processed and stored in the year 2019.

Quality Associate (Promoted) (Feb 2012 – Mar 2013)

Customer Service Associate (Dec 2010 – Feb 2012)

• Worked in the Insurance Process (settlement of claims) for 100's of US clients via chats and/ or emails (novice process).
• Management Reporting on Quality, Resource Planning, etc. Responsible for team management of 6 individuals.
• Steered the operational process via quality audits and quality checks for quality assurance.
• Close liaison with both the Customer Support and Quality Team. Created 17-20 reports for the subdomains of the Quality Team.
• Process Training for 5+ new joiners and 10+ refresher training.

Notable Achievements

• Reduced case average handling time by 35% in 2012
• Led quality assurance processes to ensure compliance with regulatory standards and industry best practices.
• Mentored junior associates in quality control techniques and corrective action implementation.

• Received and Managed 100+ International Voice Inbound calls, serving US Customers on an average daily.
• Processed 100+ mortgage loan applications for US Customers leading an entire loan life cycle including processing, underwriting and closing process. Analyzed and Reviewed protocols and investor guidelines including FNMA, FHLMC, etc
• Daily 15+ direct client interaction via calls to understand and resolve client queries/ complaints.
• Close liaison with the Team Leader and supported to generate daily/ weekly/ monthly reporting reports.
• Supervised, mentored and trained a team of about 40 people. Executed quality checks for the backend process which led to process improvement.

Notable Achievements

• Received appreciation for “Effective workflow management” from the Management.
• Multiple verbal appreciations over calls from clients and Team Leader.