Vijay Raj S
Chennai
Summary
Associate Manager with 10+ years of experience leading B2B operations in global customer support environments at Sutherland. Proven expertise in people leadership, service delivery and international client stakeholder management, currently leading a 60+ member multilingual team (English and Mandarin) across Email and Chat channels. Delivered measurable results including a 10% reduction in Shrinkage, 1% reduction is Attrition, 15% improvement in First Contact Resolution and 20% increase in client audit scores through structured coaching, performance governance and process optimization. Accountable for E2E service delivery, customer satisfaction and automation. Serving as primary POC for global clients and partnering to implement best practices across the CN OS Selling Partner Support network. Strong background in performance management, project management, ITIL frameworks with a consistent track record of building high-performing teams and driving operational excellence in fast-paced, multicultural environments.
Overview
11
11
years of professional experience
Work History
Associate Manager - Service Delivery
Sutherland
Chennai
01.2021 - 07.2025
- Managed and monitored results of teams to ensure internal and external SLAs are met.
- Process Certified on 6 LOBs and handle 5 contacts a week to ensure that strategic decisions and thinking are all aligned to on floor requirements.
- Improved seller experience by identifying 21- SOP inaccuracies and partnering with Selling Partner Support programs team to fix these recommendations, resulting in 180bps improvements on NRR (Negative Response Rate) and 90bps improvement on RO (Reopen Rate) across the WW (Partner and In-house) network.
- Scaled CNEN batch size from 30 to 92 associates within six months, leading a team of 60+ associates across multiple business lines.
- Decreased annual attrition rate by 12% through personalized engagement plans and strategic team-building initiatives.
- Conducted over 240 associate performance appraisals in three years, enhancing performance transparency and delivering actionable feedback.
- Developed and executed action plans based on audit insights, boosting First Contact Resolution and accuracy scores by 15%.
- Supported the recruitment team for all levels. Drove hiring across the business with 100% referrals for Mandarin. Created an End-End hiring framework to assist hiring to deliver as per client requirements.
- Created TM mentoring and upskilling program to help exceed client expectations on SLAs.
- Post launching Mandarin and CNEN business in BDP skill, within 6 months Sutherland site becomes No 1 site among partners and being the top site for continues 32 months on client KPIs. This resulted in Sutherland launching 10 new sub-LOBs.
- Awarded as best Team Manager twice in the Peak award for excellence in delivery from Amazon.
- Dedicated Team Manager with a strong commitment to social responsibility. Led multiple CSR projects including communication training, digital literacy workshops, community outreach programs.
Team Lead - Service Delivery
Sutherland
Chennai
01.2018 - 12.2020
- Enhanced team performance by identifying skill gaps and implementing targeted daily coaching sessions, resulting in a 15% improvement in key performance indicators.
- Conducted live audits and transaction monitoring, elevating client audit scores by 20% through quality control.
- Standardized processes to reduce contact handling errors by 25%, improving operational efficiency and customer satisfaction.
- Resolved 1000+ escalated customer issues by applying effective problem-solving techniques, ensuring swift conflict resolution and strengthening client relationships.
- Awarded as best Team Lead by client in the Peak award for excellence in delivery from Amazon.
- Led a team of 15+ volunteers in organizing fundraising events for local causes.
Associate/Sr.Associate
Sutherland
Chennai
12.2014 - 12.2017
- Resolved more than 1,000 seller inquiries monthly across North America and Europe, maintaining a 95% average Customer Satisfaction (CSAT) score.
- Facilitated onboarding for 20+ new associates, accelerating their ramp-up time by 30% through targeted training and support.
- Proposed over 50 process improvement initiatives, driving enhancements in tools and updating Standard Operating Procedures (SOPs) to increase operational efficiency.
- Received several awards and recognition from leaders, service delivery and clients for excellence in performance.
- Spearheaded a CSR initiative that providing Communication Training to rural youth/Students, enhancing employability.
Education
BSC. Computer Science -
Prince Shri Venkateshwara Arts & Science College
Chennai, INDIA07-2014
Skills
- ITSM & ITIL
- Project Management
- Operations & Service Delivery
- Project & Change Management
- Customer Life Cycle Management
- PMP & TMP
- Stakeholder Management
- Scheduling/Service Level
- Auditing/Effective Coaching
- Managing Shrinkage and Attrition
- Upskilling
- Process improvement strategies
Languages
- Tamil
- English
Timeline
Associate Manager - Service Delivery
Sutherland
01.2021 - 07.2025
Team Lead - Service Delivery
Sutherland
01.2018 - 12.2020
Associate/Sr.Associate
Sutherland
12.2014 - 12.2017
BSC. Computer Science -
Prince Shri Venkateshwara Arts & Science College