Sushant Suman
Gurgaon
Summary
An accomplished and decisive professional with 19+ years of progressive operations leadership experience in back office, digital and phone servicing. Demonstrated success in designing and streamlining business operations including strategic planning, performance measurement, colleague development and governance. Results driven and collaborator with a passionate approach to problem solving.
Overview
11
11
years of professional experience
Work History
Director – Operations
American Express
03.2018 - Current
- I lead a team of 350+ colleagues (including Direct and Indirect reports) managing D2D operations and driving metric efficiency
- Over a span of 6+ years as Director, my portfolio size has been progressive, it started with Servicing Disputes later added Fraud to the work mix
- Along with varied projects I am overseeing Disputes Back Office operations, setting up a model for High Dollar dispute case management cycle and very recently initiated a blue print development of Voice & Chat Blend Servicing Team
- Along with managing metrics for my own team, with an enterprise mindset , I have added quantifiable value by discussing strategies which impact metrics downstream in Global Merchant Services and many other partners
- To name a few of the projects that I led in this space
- Disputes & Fraud Gate - Played a key role since the pre-launch and post inception of Disputes Gate channel and through the journey to adding Fraud servicing to the Gate
- Onboarding Travel & Life Styel during the Covid uprise in 2020
- I had the opportunity to lead the Travel & Life Style colleagues as an outcome of business decision to lift and shift to support volumes
- The journey produced impeccable results
- FOBO (Front Office Back Office) – Conceptualization, designing, alignments to implementation
- I led the efforts and this project is now a success on shareholder and customer Metrics
- I continue to develop and participate in strategy around goal setting, metrics creation, defining Monthly Variable Pay strategy to appropriately drive incentives in the team, to defining the measure of success on new projects
- I am a strong collaborator with global teams from Technology, MIS, Governance, Capacity, Capabilities, project management to make each project a success story
- I am also appointed as a Board of Director for the American Express Business Solutions Entity.
Service Delivery Leader
American Express
08.2015 - 03.2018
- As an Service Delivery Leader, I lead the Dispute gate team at ground zero from an infancy stage(with a HC of ~70) to a full-fledged servicing unit (with a HC of ~425) which is also driving Value Generation for the business
- I worked on ramp up of a newly vested idea of specialized dispute setup and innovated multiple facets of the journey
- Worked on case setup accuracy, reduce bad demand, worked on developing collaboration with merchants for a quicker resolution via new tools deployment like Verify, Ethoca.
Team Leader
American Express
01.2013 - 08.2015
- I started my Amex journey as a Team Manager in Digital Servicing (Live Chat & Mobile Messaging)
- As a pilot team leader, I got the opportunity to lead with an entrepreneurial mind set , right from hiring, colleague development, overseeing platform migration, designing and testing capability, to remediations
- We later expanded to develop Mobile messaging as an alternative channel of choice for Customers , launched Merchant Chat and also launched Digital servicing to English speaking international markets.
Education
MBA Program - Finance
Bachelor of Arts - Delhi University
Skills
- Capability Deployment
- Change Management
- Collaboration
- Designing Remediations
- Leadership and team building
- Customer Service
- Planning and Strategy
- Project Management
- Process Governance
Accomplishments
- Award for Innovation
- Chairman’s award
- Global Excellence Award 2016-17
- Tribute Awardee
- Hercules (Best SDL) across CEN channel
- Rated over 90 % on Voice of Employee survey through-out the tenure
- Won the Dream Team Award for 2015
Timeline
Director – Operations
American Express
03.2018 - Current
Service Delivery Leader
American Express
08.2015 - 03.2018
Team Leader
American Express
01.2013 - 08.2015