Sujith Radhakrishnan is a middle management professional with over 11 years of experience in operations management, investment banking, and customer service. He currently serves as a Team Manager at Barclays Shared Services in Chennai, where he leads a team of 25 members and manages day-to-day operations. His expertise includes process management, team leadership, quality assurance, and resource management. He aims to drive excellent customer satisfaction and adherence to service level agreements.

1. Sujith Radhakrishnan
Mobile: +91-9884711001
E-Mail: sujithrn24@yahoo.in
MIDDLE MANAGEMENT PROFESSIONAL
~ Operations, Process Management, Training & Development, Resource Management,
People Management ~
~ Retail Banking – Operation ~ Reconciliations and Reporting ~ US Mortgage
o Functional expertise in modern age banking processes, financial market analysis, Retail and general
banking.
o Hands on experience in Managing Transitions and possess in-depth knowledge of entire operations
ranging from ensuring SLAs, Process flows, Team Performance, Forecasting, Quality Checking, MIS, Root Cause
Analysis & meeting the quality standards
o Excellent comprehension of business procedures with a passion for innovative technological
solutions.
o Team based management style & excellent interpersonal/ communications skills.
Industry Preference: BPO/ Banking & Financial service sector
Location Preference: Hyderabad, Bangalore Cochin & Chennai
CORE COMPETENCIES
 Operations Management
 Process Management (Including Migration)
 Client/Customer Relationship Management
 Operational Excellence
 Team Management & Leadership
 Employee Retention & Development
 Account Reconciliations and investigations
 Audit Facilitation and Compliance
 Quality Assurance/ Management
 Capacity Utilization & Work Force Management
 Capacity Management
 Resource Management
 Capacity Management
PROFESSIONAL DIGEST
 Effective and Accountable in High-Profile Executive
Roles:: Overcome complex business challenges and make
high-stakes decisions using experience-backed judgment,
strong work ethic and irreproachable integrity. Respected as
a proponent of empowerment and accountability.
 Result oriented professional with 11 years in Operations
Management, Investment Banking and Customer Service
 Serving Barclays Shared Services Chennai as Team
Manager- PPI Operations.
 Proficient at managing & leading large teams for running
successful process operations & experience of developing
procedures, service standards for business excellence.
 Deftness in monitoring delivery of high-quality customer
experience, elevating customer satisfaction, while adhering
to the SLAs and work processes and thus managing cost-
effective operations.
 Adroit in formulation of content for training programmes,
which involved thorough understanding of the focus of the
programme, research & development of training content,
and designing interactive modules and sustain a positive
work environment that fosters team performance.
 Possess proactive attitude & ability to think out of the box;
an effective communicator with strong leadership,
relationship management, coordination and analytical skills.
AREAS OF EXPOSURE
 Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby
contributing towards better service and revenue generation.
 Drive excellent client satisfaction through order support and follow up, expert advice, efficient problem solving,
responsiveness and thoroughness
 Framing work direction and plan for the associates after thorough assessment of their capabilities and preparing
& presenting various weekly/monthly MIS reports pertaining to process and productivity.
 Implementing systems, migrating systems to upgraded versions to achieve maximum efficiency in various
operations; spearheading process improvement initiatives. Setting up targets, SOP & SLA, setting and involved
in planning for the process.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level. .
 Mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction
and ensuring continuous interaction with the customer to make sure that area of concern can be worked upon
for improved service levels.

2.  Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation
between team members, reviewing, evaluating and updating product training modules as needed.
 Process Stabilization and ensuring continuous improvement in service levels by benchmarking against best
levels of performance. Documenting outcomes and processes
 Establishing the control mechanism for outsourcing Training Process and the Feedback Mechanism to monitor
errors of keying Associates, to improve overall Quality % of the project
 Managing Recruitment teams and Vendors, developing customized trackers for recruitment and employee
master data, analyzing recruitment costs / cost reduction exercises, resourcing strategy and change
management.
 Delivering the process notes and maps to the clients to ensure that all and current activities are being captured
so as to ensure consistency in the way of processing the transaction
ORGANISATIONAL EXPERIENCE
Barclays Shared Services Pvt. Ltd, Chennai - Since Apr ‘13
Team Manager- PPI Operations,
Highlights:
 Lead, support and manage a team of 25 members per shift and the day-to-day activities of the team.
 Establishing the control mechanism for outsourcing Training Process and the Feedback Mechanism to monitor
errors of keying Associates, to improve overall Quality % of the project
 Reporting Dashboards to senior leadership team on performance deliverables. Deliverables linked to Barclays
4Cs (Customer, Company, and Colleague & Citizenship).
 Perform monthly reconciliation and reporting functions timely and send out MIS to Global stake holders
 Prepare Salary and Remuneration reports for both permanent and contract employees
 Managing Head count and liaising with Recruitment teams and Vendors, developing customized trackers for
recruitment (JML) and employee master data, analyzing resourcing strategy
 Prepare and manage the MSA, ISMS and annual audit for the entire process.
 Collaborate relentlessly with others in order to execute a ‘joined up’ approach for the client and to deliver
against an integrated overall client plan.
 Monitor and escalate all IT related issues in order to resolve factors impacting productivity and prepare impact
analysis
 Guided Team Analysts for their career progression by way of conducting sessions on personality development,
feedback sessions, mentoring, etc
 Instrumental in identifying process differences between servicing sites and propose procedures to standardize
these process differences in order for a better and common understanding
INautix Technologies India Pvt Limited, Chennai June ’10 – Mar
‘13
Process Specialist – Reconciliation of Unit Trust and query management
Highlights:
 Responsible for reconciliation, investigating outstanding entries and new account setups via applications like
FRONTIER, CREST, NEXUS.
 Focused observation in Data Integrity review of Reconciliations and identification of reasons and executing
corrective action plans
 Perform monthly reconciliation and reporting functions timely and send out MIS to Global stake holders and
finance for sign off and group balance sheet reporting.
 Analyzing, reporting, giving recommendations and developing strategies on how to improve quality and
quantity
 Establishing the control mechanism for outsourcing Training Process and the Feedback Mechanism to monitor
errors of keying Associates, to improve overall Quality % of the project
 Act as a vital link between the client and the operations team by effective interaction to bring in changes and
sharing appropriate feedbacks
 Imparted cross trainings on Cash Reconciliations and Unit Trust Reconciliation
 Administered gamut of tasks successfully:
 Checking & ensuring 100% adherence to the Information Security Guidelines as per
company guidelines.
 Preparing decks for the monthly management meetings and also for MIS purposes.
 Conducting periodic performance reviews for team associates and set goals and targets.

3.  Support, Plan, Communicate and implement both central and locally driven changes, ensuring such changes are
implemented with minimum disruption to services
 Efficiently handling Query Management and provided end-to-end solutions and complete ownership of processes
and technologies.
Scope International Pvt Ltd Oct ’07 – May ’10
Senior Officer, Reconciliation Department
Highlights:
 Reconciliation of 100 currencies, a volume of 2 lakh transactions per month of countries in North East Asia,
Middle East, United Kingdom, United States of America, Africa & other Asian countries.
 Responsible for investigating outstanding entries via applications like SCstar & CERS.
 Automating process by setting reference masking and source alias in Smart Stream System.
 Interfacing with correspondent Banks for the unknown feeds/unapplied credits coming to SCB nostro accounts
in order to mitigate risk.
 Dealing with escalations from correspondent Banks and ensure timely corrective and preventive action has been
taken for smooth operations
 Preparing daily, weekly and monthly reports based on service level agreement and responsible for the same
 Have been demonstrative in working for Migration Process for Kenya & South Africa. This is to get new accounts
from SCB South Africa and SCB Kenya and Reconciled in GRH (Scope International.)
 Actively involved in performing RCSA (Risk Control and Self Assessment) and internal audits for other units, on
a quarterly basis.
 Recognize performance and behavioural problems in team and act proactively to ensure productivity is
unhampered
Process Officer Oct ’02 – Nov ‘03
Citigroup Global Services Limited (CGSL), Chennai Former Citigroup Member
Highlights:
 Accountable for processing loans with in stipulated time frame.
 Handling quality control team operating in Chennai & Mumbai.
 Playing an integral role in participating actively in quality control process by incorporating strategies evolved
during feedback sessions.
 Imparting training to new team members by keeping them aware of all changes for achieving the set
objectives.
 Identifying problems, creating choices and providing alternatives courses of actions
 Essayed a key role in checking and ensuring 100% adherence to the Information Security Guidelines.
 Looking into post closure audit activity of the loan documents and reported any misrepresentation or
unacceptable practices (Deviation from Citigroup Codes & Ethics).
From Oct’02 - Nov 03 worked with Ambattur Clothing Ltd., Ambattur, Chennai as Production Planning Coordinator.
Honours and Awards
 Received GVRP award for Stewardship
 Have won ‘Alchemist’ & ‘HyFlyer’ award for innovative team ideas.
 Client appreciation for minimizing TAT
 Was recognized under smart work and smart reward system for having perfect work life balance.
 Won Champion of the month award for Oct-06 & Dec-06
Academic & Extra Curricular
 B.com from Gurunanak College, University of Madras
 Go green Initiative, First aid / Fire warden program, Organiser for Blood donation & Eye donation camps. Active
coordinator of CSR activities
 Managed Sports Committee in order to organize events for the company.
PERSONAL DOSSIER
Date of Birth: 24th
June 1980
Nationality: Indian
Marital Status: Married
Passport Number: K4328197

4. Permanent Address: F3, Door No 16, Plot no 79, STC Flats, 1st
floor, Sheela Nagar 1st
street,
Madipakkam, Chennai – 600 091
Languages Known: English, Tamil, Malayalam and Hindi