Suraj Kumar B
Process Innovation Professional
Chennai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Service Manager
IBM
09.2022 - Current
- · Managing a team of 35 members for Artist & Contributor Payments and Document Management.
- Supported Contract renewal process at various stages by sharing Industry specific knowledge.
- Explore new technologies (Eg., Bots, Analytics and Artificial Intelligence tools) and recommend solutions to Client to overcome process challenges and transform their process to achieve more.
- Developed strong relationships with Client, Artist & Contributors, resulting in improved customer satisfaction rates.
- Conduct regular performance evaluations for team members, offering constructive feedback and facilitating professional development opportunities.
- Implementation of Artist & Contributor portal and cease of paper print to the Client enabling cost saving and environmental sustainability policy.
- Preparation of Commercial saving file for the Client and present to Management board and Client
- Monitored team performance, adhered to service level agreements (SLAs) and report to the Client.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Resolved customer complaints in professional and timely manner.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Deputy Manager
IBM
03.2021 - 08.2022
- Presented Demo sessions to BBC & Agents on insights of Artists & Contributors Portal. Received positive feedback and enrolled majority of Agents to the portal.
- Handled a team of 26 members.
- Partnered with upper management in executing functional strategies and reporting capabilities on Portal.
- Collaborating with other sub contractors that includes Despatch
- Co-ordinate all testing (SAP upgrade testing for BPO and process specific testing).
- Preparation of Monthly reports to Client (SMB, L2 Quality Reports, Other reporting)
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Eliminated functional bottlenecks by streamlining communication channels with the Client.
- Organized synergies meeting and supported AMS team in resolving technical and process related queries.
- Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
- Implemented risk management protocols that ensured potential threats were properly identified assessed and mitigated reducing negative impact on organizational operations.
Assistant Manager
IBM
05.2019 - 02.2021
- Responsible for reporting all Statutory submissions on time.
- Handled a team of 15 members.
- Updating the Key Learning Trackers, Raising of CRs and help the team to Close Audit Observations, if any.
- Reviewing and uploading the Process documentation once in 6 months upon approval from the Client and Process Leader.
- Formulating the work plans for client visits and showcasing capabilities to existing and prospective clients.
- Conduct monthly one on one meeting with the team members and provide performance feedback of all direct reports on a quarterly basis to the Project Leader.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Mentored team members to enhance professional development and accountability in workplace.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Team Leader
IBM
11.2016 - 04.2019
- Involvement in client complaint issues and client meetings for the betterment of the service delivery and providing satisfactory resolution to the client.
- Handled a team of 5 members
- Responsible for timeline submission of statutory activities.
- Developed and maintained detailed documentation for all processes, facilitating easy reference and training for new team members.
- Preparation of monthly reports like EWS, Governance report, Audit reports to the management.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Process Officer
Sopra Steria India Ltd
04.2015 - 10.2016
Process Executive
Sopra Steria India Ltd
07.2013 - 03.2015
Process Associate
Sopra Steria India Ltd
07.2011 - 06.2013
- Part of testing and implementation of Data migration from SAP R/3 Platform to ECC6.
- Preparing SLA metrics, Daily metrics, Volume metrics, Pinner board and Dash Board data.
- Mentoring new entrants coming into the team and planning for their trainings & other formalities.
- Preparation of Process flow maps and worked on updating the process documents.
- Developed good rapport with Client and counterparts.
- Supported management in analyzing process performance data, identifying areas for improvement.
- Validating of payments for High profiled contributors for Secondary Usage
- Interacting with Payments & Reconciliation team to solve payment queries.
- Ensure the month end and year end activities are completed as per the SLA on a consistent basis.
- Validating the creation and amendments of the contributor's records who work for TV programme.
Education
Bachelor of Arts - Commerce
DG Vaishnav College
Chennai, India 04.2001 -
Skills
Performance Evaluations
Timeline
Service Manager
IBM
09.2022 - Current
Deputy Manager
IBM
03.2021 - 08.2022
Assistant Manager
IBM
05.2019 - 02.2021
Team Leader
IBM
11.2016 - 04.2019
Process Officer
Sopra Steria India Ltd
04.2015 - 10.2016
Process Executive
Sopra Steria India Ltd
07.2013 - 03.2015
Process Associate
Sopra Steria India Ltd
07.2011 - 06.2013
Bachelor of Arts - Commerce
DG Vaishnav College
04.2001 -
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