1. Suman Gayen sumangayen@yahoo.com
Spicer Memorial College, Aundh Road, Pune – 411007 : (O) 91-83909-07460 (P) 91–83909–06237
Delivery Manager – Operations
Tata Consultancy Services, Pune – October ’13 till date
Result oriented professional with significant experience in development and execution of winning operational strategies
in advancement of top level corporate objectives for over 13 years’ career. Dynamic leader with a commitment to
excellence; accomplished in process management and operational streamlining. Reputation in advancing business
initiatives, leveraging core strengths, and working diligently to ensure peak operational performance. Out-of-the box
thinker with visionary leadership strength; resourceful team player characterized by innovative entrepreneurial spirit.
CORE COMPETENCIES
EXECUTIVE HIGHLIGHTS AND ACHEIVEMENTS
 Part of Continuous Improvement Initiatives, 10% productivity benefit by changing from FTE billing to Transaction
billing.
 Using LEAN and Six Sigma methodology increased offshoring from 40% to 60% reducing onshore dependability.
 Driving excellence in operational management to ensure competence in ISO and CMMInorms
 Reduction of 19% cost by introducing Shared Services Model.
 Ensuring no ‘Service Credits’ by continuously utilizing and cross training staff to high service standards.
 Continuously ensuring high client satisfaction (CSIscores) over 90% each survey.
 Transitioned complex wealth management process of 145 FTEs.
 Created and implemented procedures that increased efficiency accelerated customer satisfaction and slashed
error rate.
 Leading a team of 110 staff and 7 Team Leaders for a UK Insurance project.
 Drove ‘Comm Bay’ program to increase voice capability and increased customer satisfaction.
 Increased Service Level by reducing ASA and ensuring high productivity with impacting CSAT of end customers.
CURRENT JOB RESPONSIBILITIES
Process and People Management
 Responsible for delivering the team of 110 staff and 7 team leaders performance directly impacting the overall
service level agreements through strong resource and people management, providing maximum benefit to the
business.
 Maintain strong relationships with clients, in delivering optimal product support, whilst ensuring excellence in
customer services.
 Focus of the role is on planning, coaching, prioritization and allocation of work, maximizing the customer
resolution at first point of contact.
 Plan team activity, training and development ensuring least impact to service level agreements when making
team decisions.
 Performance management and appraisals for the entire Team.
 Operations Management  Strategic Business Planning
 Learning and Development  Customer Relationship Management
 Transition  People Management
 Productivity and Process Improvement
 Insurance
 Banking and Finance
 Client Need Analysis
 Wealth Management
 Credit and Business Risk Management

2.  Provide team information and administration to relevant support teams to ensure contact volumes are
adequately planned, that records are kept up to date and the occupancy is maximized and adhered in order to
meet service level requirements.
Operations and Financial Management
 To effectively communicate business strategy and to ensure that team members are fully briefed on
updates/products/services within agreed time scales.
 Attrition management using EWS to forecast backfill avoiding billing loss.
 Insight to the billing model driving higher revenues by utilizing a LEAN approach on staff and support.
 Apply performance management strategies - action plans, BQ planning
 Weekly Reviews to the Management on key deliverables.
 Drive Continuous Improvement in the team along with metrics improvement Generate dashboard and
scorecards for the Team for review.
 Manage key business metrics like SLA's and CE Run reports & conduct a thorough analysis of SLA misses.
 Drive Team adherence and manage monthly scheduling.
 Recruitment of staff based on identification of skill and behavioral attributes.
Quality, Compliance and Training Needs
 Coaching and feedback to accentuate knowledge and skill.
 Utilizing Lean Performance Management to drive efficiency, effectiveness and overall performance.
 Liaising with clients enhance SIPOC of work off-shored.
 Design and maintain FMEA model for identification and control of risks.
 Ensuring quality delivery & business continuity & maintaining continuous interaction with the customers for
improved service levels.
 Handling transitioning in adherence with the set parameters between Training, On Job Training & Operations.
 Knowledge development and enhancement through analytical derivation of process triggers and training needs
identification.
 Increased occupancy by utilization of staff through cross training.
CAREER PROGRESSION
EDUCATION
Fergusson College, Pune, Maharashtra | 2001
Bachelor of Sciences
• GECIS
• 2001/2002
• Credit Card
Operations
Call Handler
• EXL Services
2002/2004/2005
• Careercruise
2004/2005
• 247 Customer
2005/2007
• Language
Enahancement
• Soft Skill
deveopment
• Culture
sensitization
Learning
Deveopment
• IBM Daksh
2007/2013
• TCS 2013/2015
• Waalth
Management
• UK Insurance - Life
and Pensions
• Credit and Business
Risk Management
Operations
Management