Sunil Nair Mobile: +91-98-20720472 / E-mail id: nairsunilk1@gmail.com
In pursuit of challenging assignments in Operations Management / Team Management with a leading organization
Preferred Sectors: Digital Marketing in IT/BPO/KPO/ITES/Retail
Career Summary
→ Result oriented professional with nearly 15 years of extensive experience in Operations Management, Client
Servicing, Performance Management and Team Management.
→ Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving
business and individual goals.
→ Experience in mapping business requirements, designing customised solutions with strong analytical skills and ability
to analyze business practices and define optimal procedures.
→ Ensuring that the process surpasses achievement of delivery and service norms for all valuable customers.
→ Resourceful at evolving effective procedures, establishing service standards and operational policies with proven
ability in reducing operational costs through effective cost control measures.
→ Ability to lead, mentor the team; keen planner & strategist with a detailed oriented approach.
Core Competencies
Operations Management SLA’s / KPI’s Client Servicing
Compliance / Quality Process Improvement Team Management
→ Conceptualizing & implementing strategies with a view to achieve business objectives.
→ Playing a key role in managing day to day operations of the unit, ensuring daily service levels, operational targets
and quality targets are achieved.
→ Framing work direction and plan for the associates after assessment of their capabilities; preparing various
weekly/monthly reports pertaining to process/productivity.
→ Mapping business requirements and coordinating in developing & implementing processes in line with the pre-set
guidelines; spearheading process development initiatives.
→ Ensuring continuous interaction with the clients to make sure that area of concern can be worked upon for
improved service levels; driving towards exceeding measures on client metrics, aligning processes & technology
to maximize service delivery.
→ Managing the customer centric operations and ensuring customer satisfaction by achieving the delivery & service
quality norms; attending to clients’ complaints and undertaking steps for effectively resolving them.
→ Managing team functions viz. planning, recruitment & selection, induction, performance appraisal and training.
→ Developing project plans and training schedules, assisting the teams in end to end process migrations; leading,
mentoring & monitoring the performance of teams to ensure efficiency in process operations and meeting of
individual & group targets.
Career Recital
Since Oct’03 3Global Services /Tech Mahindra Senior Manager- Operations
Growth Path
Oct’03 – Aug’08 Team Leader- Operations
Sep’08 – Mar’10 Team Operations Manager
Apr’10 – Mar’12 Manager- Operations
Apr’12 – Ongoing Senior Manager Operations
Highlights:
As Senior Manager- Operations
→ Responsible for managing Care Functions across omni channels(Chat/FLS/E care/EO/2nd
Line/BO)
→ Successful launch of chat channel and help improve NPS/Reduce cost
→ Handled weekly interactions with clients on metric delivery and new initiatives.
→ Successfully over achieved the key NPS & Efficiency parameters
→ Liaised with recruitment personnel to ensure correct profiles and numbers are hired as per plan.
→ Dexterously planned Reward & Recognition schemes utilizing clients’ and internal funds.
→ Major projects handled:

o Kill Bill /Account & Admin Project –Improve NPS
o Set up the pilot NBS team in Mumbai and transitioned the process from Ireland
o Set up 3rd
line Service desk team in Mumbai by transitioning the process from Ireland
o Transition customer behaviour from Voice channel to Chat as the preferred option
o Ecare NPS
o Merger of TS & NBS queues into a single entity
o Merger of Customer Service & Technical Support queues into a single entity
o Transfer Reduction Project from CS to Tech Support
→ Shouldered the responsibilities as an active member of core team that liaised with the GMS audit team
As Team Operations Manager
→ Monitored & supervised teams to provide excellent technical support service
→ Attended the Daily/Weekly/Monthly client based conference calls for updates and adhered to the ‘New Client
Based Policies’.
→ Devised adequate rewards and recognition schemes.
→ Reviewed & analysed the Performance of Team Leaders reporting to me.
→ Coordinated with the senior management to evaluate the department’s performance statistics on weekly basis.
→ Received “ Numero Uno Manager Award” in 2009
As Team Leader- Operations
→ Conducted crew briefs & coached individual team members on Quality and Product Issues.
→ Addressed all escalations arising from my department.
→ Received “Best Team Leader Award” for The year in 2005
Mar’02 – Sep’03 TATA SITEL India Pvt. Limited, Mumbai Team Leader- Operations
Highlights:
→ Coordinated with internal and external customers as necessary.
→ Provided updated information to the project manager & product committee about the task accomplishment,
issues and status.
→ Major project handled: America Online (www.aol.com).
→ Won the Operation Smile trophy, for improving operational efficiencies.
Certifications
→ Digital Marketing by Illinois University at Urbana Champaign
→ Inbound Digital Certification By Hubspot Academy
Education
2001 Bachelor of Engineering from Mumbai University
Trainings/Workshops Attended
→ Seven Habits of Highly Effective People Workshop based on Dr. Steven Covey’s principles
→ Six Sigma Training- Green Belt
→ PMP Training
→ Statistics & Business Analytics
→ Interview Skills Workshop
→ High Performance Team Training
→ Who moved my Cheese
→ Workshop on Coaching the AOL (America Online) Way
Personal Vitae
Date of Birth : 16th
Aug 75
Language Proficiency : English, Hindi, Marathi & Malayalam
Valid Indian Passport : H4182411
Address : Eden Woods, Flat no.705,Shastri Nagar, Andheri(w)