SURESH BABU C

Results-driven manager with an MBA and over 20+ years of experience in Operations and Customer Service. Skilled in leveraging Six Sigma principles to drive continuous improvement and enhance productivity. Combines analytical expertise with creative problem-solving to deliver cost-effective solutions that support organizational objectives and enhance client satisfaction.

• Accountable for managing clients and internal stakeholders and partnering with them to successfully manage the Global delivery for aligned accounts
• Drive in achieving & exceeding all Internal and Customer key metrics
• Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
• Develop staff by assessing Leadership competencies promoting training and career planning, and coaching employees for career development.
• Monitor the performance of the cluster according to established standards.
• Provides performance feedback to Supervisors and Associates. Prepares fair, accurate and thorough performance reviews.
• Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimise revenue loss.
• Monitor and ensure compliance with department, business unit, and regulatory agency standards and practices
• Establish detailed process understanding to be able to understand the team & client’s perspective
• Setting team goals, coaching, mentoring staff, and committing to efficiency improvements through Lean Six Sigma methodologies.
• Developing measurement systems for insightful analytics, demonstrating deep technical expertise in controllership and maintaining regular communication with customers to resolve operational issues.

• Successfully streamlined the Performance Management Process, helping it meet goals consistently, and changed its status from being a Non-Performing Project to a Consistent & High-Performing Project. Won client incentives consistently for 2 quarters.
• Created and implemented multiple SOPs and process flows.
• Certified Green Belt for reducing customer effort, increasing satisfaction, and improving efficiency.
• Have brought in innovative ideas like Differential Skilling Technique, Capacity-Based Monitoring, and Power Hour, which have benefited the program's metrics.
• Established internal audit processes and created multiple trackers to drive integrity among the employees.
• IVR optimization project completed by automating the top trending TUIs, which resulted in minimizing call volumes, thus creating extra occupancy for non-voice volumes.
• Led business review calls to provide the clients and senior management with insight into performance outcomes and action plan results, thereby instilling confidence.
• Handled multiple client visits and program-level events successfully, which helped improve the reputation of the program.
• Mentored and developed mid-level managers and senior management positions within the organization.
• Received multiple awards and recognition for process excellence and sustaining the results across quarters.

• Green Belt – Lean Six Sigma, competency-based interview.

Date of Birth: 1984-06-19

Nationality: Indian

Marital Status: Married

The varied activities give an insight into my commitment to discharge my duties with integrity to the utmost satisfaction of the employer. Look forward to working with your esteemed institution.