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
Customer Service Management
Multitasking and Organization
Quality Assurance
Team Collaboration and Leadership
KPI Monitoring
Continuous Improvement
Critical Thinking
Project Management
Relationship Building
Service Level Agreements
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 -