Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Personal Information
Timeline
Generic
Sunitha Nair

Sunitha Nair

Hyderabad

Summary

Dynamic Program Director at Sutherland Global Services with expertise in CX strategy development and AI implementation. Achieved a 10% YoY increase in EBITDA while leading a 1,500+ team. Proven track record in operational excellence and stakeholder communication, driving significant improvements in customer satisfaction and service delivery efficiency.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Director Program Management & Service Delivery

Sutherland Global Services
Hyderabad
01.2022 - Current
  • Directed end-to-end service delivery operations for major retail and banking client, ensuring compliance with SLAs and KPIs.
  • Managed a team of over 1,500 professionals across multiple sites, scaling workforce to 1,600–1,800 during peak periods.
  • Developed CX transformation strategies utilizing AI-driven analytics and omnichannel models to enhance customer engagement.
  • Engaged in executive-level client interactions to align strategies and strengthen trust, retention, and renewals.
  • Oversaw P&L management and financial forecasting, achieving 10% YoY increase in EBITDA through cost optimization.
  • Championed collaboration with stakeholders and technology teams to improve process innovation and regulatory compliance.
  • Leveraged real-time analytics and automation, reducing manual processing time by 35% while enhancing first-call resolution rates.
  • Chaired Internal Committee for POSH, promoting DEI initiatives and fostering an inclusive workplace environment.
  • Managed cross-functional teams to drive collaboration and improve project outcomes.

Chief Manager II

ICICI Bank Limited
Hyderabad
02.2019 - 04.2021
  • Directed NRI Servicing Channel with a team of over 650, managing multi-channel operations across voice, email, and chat.
  • Streamlined international customer engagement in six countries, ensuring regulatory compliance and high client satisfaction.
  • Pioneered NRI DIY home loan initiative, scaling loan sanctions from ₹1 Cr to ₹200 Cr within two years.
  • Implemented AI-powered chatbots and automated workflows to reduce manual intervention in customer service.
  • Launched digital initiatives including NCA automation and self-service home loan journeys, lowering operational costs.
  • Increased curing efficiency from 12% to 45% by deploying predictive dialers based on customer time zones.
  • Oversaw budgeting processes to ensure financial stability and resource allocation.

Head - Experience & Escalations (Senior Manager)

Aircel Limited
Hyderabad
05.2014 - 02.2019
  • Orchestrated comprehensive customer lifecycle operations for AP and Telangana, managing over 450 personnel within a ₹22 million budget.
  • Established governance frameworks and conducted process audits to ensure compliance with TRAI/DOT regulatory standards.
  • Monitored KPIs, QOS, CSAT, and SLA metrics to enhance customer satisfaction through targeted root cause analysis.
  • Achieved 15% cost reduction by implementing WFM strategies and operational controls to optimize resource use.
  • Redesigned QRC policies and streamlined escalation processes to improve service consistency and reduce resolution time.
  • Collaborated with cross-functional teams to derive consumer insights, influencing product decisions and enhancing customer experience through data-driven improvements.

Senior Manager - Service Delivery & Projects

HCL Technologies
Chennai
04.2013 - 04.2014
  • Executed leadership strategies for CEVA Logistics International Rating, Billing, and Reconciliation departments, managing a combined team of 80+ employees.
  • Identified and addressed revenue leakage through structured process audits and data analysis, delivering ₹10 lakhs per month in recurring cost savings.
  • Played a central role in transitioning client projects from the RFP stage to delivery by aligning resource plans, timelines, and service commitments.
  • Facilitated skill-building and workforce optimization initiatives, including gap analysis, training deployment, and real-time performance coaching.
  • Promoted LEAN process improvements and continuous quality enhancements through collaboration with internal teams and client stakeholders.

Manager - Customer Service

Amazon Development Centre (India) Limited
Hyderabad
06.2011 - 12.2012
  • Supervised a customer care team of 80 agents and 7 leads, specializing in resolving sensitive CEO escalations and BBB issues with precision and speed.
  • Overhauled the Andon Cord system to address website malfunctions and streamline escalations, significantly reducing customer disruptions.
  • Implemented contact reduction strategies and played a key role in global workflow standardization for customer service leadership structures.
  • Forecasted staffing needs are based on volume trends, aligning headcount with demand to boost service availability and operational efficiency.
  • Mentored and coached team leads and assistant managers through structured feedback, enabling leadership development and improved team engagement.

Manager - Customer Service

GE Capital International Services
Hyderabad
10.2002 - 10.2010
  • Piloted 26 customer service sub-processes under the Resolution Services portfolio, leveraging a 40-member team to consistently meet quality and compliance objectives.
  • Designed and conducted comprehensive training modules and assessments for new hires, promoting LEAN and Six Sigma practices within the team.
  • Served as a Process Developer and SME for early to late-stage collections, improving recovery outcomes and reducing delinquency across portfolios.
  • Launched the late-stage collections team in India and supported a $40M global recovery initiative, maintaining team attrition below 10% consistently.
  • Transitioned into risk analysis as a Credit Analyst, evaluating consumer and commercial credit profiles using FICO models to determine credit limits.
  • Received continuous recognition for delivering outstanding results in collection performance, training impact, and leadership engagement initiatives.

Education

Bachelor of Science (BSc) -

Calcutta University
Kolkata
07.1998

Skills

  • Leadership in service delivery
  • CX strategy development
  • Digital innovation initiatives
  • Project and program oversight
  • AI implementation and chatbots solutions
  • Excellence in operations
  • Lean Six Sigma practices
  • Strategies for revenue growth
  • Banking operations expertise (NRI)
  • Management of teams and leadership roles
  • Escalation handling processes
  • Management of customer lifecycle (CLM)
  • Re-engineering processes for efficiency
  • P&L management expertise
  • Compliance with regulations and audits
  • Management of partner ecosystems
  • Automation through robotics (RPA)
  • Performance metrics (KPI) tracking
  • Governance of SLAs
  • Effective stakeholder communication

Websites

Certification

  • Leadership with AI, ISB, Pursuing
  • Data Science and Artificial Intelligence, Vepsun Technology, 2021
  • Lean Six Sigma Black Belt Certification, Global Association for Quality Management, 2021
  • Using Power BI with Excel, LinkedIn Learning, 2021
  • PMP Training, EXCELR Solutions, Certification in Progress, 2019
  • Lean Six Sigma Green Belt Certification, TUV SUD South Asia, 2018

Awards

  • Strategic Initiatives and Revenue Growth, Identified and NRI Home Loan Project for overseas customers, expanding market reach and driving consistent revenue growth from ₹1 Cr in 09/19 to ₹200 Cr by 03/21.
  • Process Optimization and Digital Transformation, Initiated a DIY digital onboarding process for new account acquisitions during the pandemic, enabling paperless account openings, increasing account openings by 10-15%, and generating an incremental revenue of 5-10%.
  • Automation and AI Integration, Successfully collaborated with the project team on a robotics initiative, launching a Chatbots system to enhance response times and customer query resolution.
  • Performance & Excellence Awards, Roaring Tiger CC Championship Winner (Pan India) – Q4 2014, Q1 2015, Q4 2015, Q1 & Q4 2016, for consistently exceeding KPIs.
  • ACE Partner Championship Winner, AP Circle (Q4 2014, 2015, Q1, Q3 & Q4 2016), for mentoring partners to rank among the top-performing partners across India.
  • Best Circle Performer, AP (Q3 2014, Q1 2016) & Ranked #1 PAN India for revenue generation and self-help promotion (2016 & 2017).
  • Operational Efficiency, Transitioned the Andon Cord process to India, reducing TAT from 72 hours to 8 hours, earning stakeholder appreciation.
  • Project Leap, Played a key role in leading the smooth transition of the underwriting process to Hyderabad (06/05).
  • Productivity & Seamless Remote Transition, Awarded for driving productivity & seamless remote transition of processes, adopting a people-centric management approach (07/09).
  • Cost Savings and Lean Process Implementation, Conducted a Lean Action Workout (LAWO) in 11/09, delivering an annual savings of $48,860.
  • Productivity Champion, Recognized as Productivity Champion (Q3 2009) for driving efficiency and cost savings during a challenging financial year.

Personal Information

Title: Senior Program Management Professional

Timeline

Director Program Management & Service Delivery

Sutherland Global Services
01.2022 - Current

Chief Manager II

ICICI Bank Limited
02.2019 - 04.2021

Head - Experience & Escalations (Senior Manager)

Aircel Limited
05.2014 - 02.2019

Senior Manager - Service Delivery & Projects

HCL Technologies
04.2013 - 04.2014

Manager - Customer Service

Amazon Development Centre (India) Limited
06.2011 - 12.2012

Manager - Customer Service

GE Capital International Services
10.2002 - 10.2010

Bachelor of Science (BSc) -

Calcutta University

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