Bosco Arulraj. A

About Bosco Arulraj. A

SUMMARYVisionary Senior Business Director with 20+ years in global BPO operations, digital transformation, and customer experience leadership. Scaled workforce from 800 to 3200+, delivering $30M revenue while optimizing operational costs by 12%. Led budgeting and P&L management, driving cost optimization and improving financial performance across regions. Proven success in leading Lean Six Sigma and Artificial Intelligence (AI) initiatives that enhanced CSAT by 10.88% and reduced workhours by 60%. Adept at aligning cross-functional teams, streamlining service delivery, and accelerating business outcomes.CORE COMPETENCIESStrategic Leadership • Global Delivery Operations • CX & Digital TransformationKPI & SLA Governance • Cost Optimization • P&L Management • Workforce ScalingLean Six Sigma • Process Automation • People & Performance LeadershipCAREER SNAPSHOTSenior Director | Sutherland | 2024 – Present- Leading a global eCommerce program with 3200+ FTEs and $30M+ annual revenue- Led budgeting and P&L management, driving cost optimization and improving financial performance across regions- Reduced operational costs by 12% and improved workhours by 60% via automation.Director | Sutherland | 2020 – 2024- Delivered 10.88% CSAT improvement; built high-performing leadership pipeline.Senior Account Manager | Sutherland | 2017 – 2020- Developed productivity tools improving workhour efficiency by 25%.Account Manager | Sutherland | 2013 – 2017- Integrated APAC and EMEA operations, reducing workforce by 21%.Assistant Manager | Concentrix | 2010 – 2013- Boosted FCR by 20% and reduced customer repeat contacts by 4.5%.Team Manager | Sutherland | 2005 – 2010- Reduced AHT by 1m20s through Lean Yellow Belt project.SELECT PROJECT HIGHLIGHTS• Unified HR Dashboard: Cut manual reporting by 60%; reduced attrition to 24%.• Client Audit Automation: Achieved 3-year “Exemplary” client rating.• DEI Programs (Prism, ECHO, Enable): Reached 1% inclusion goal for 2 years.• Compensation Study: Decreased salary gaps by 12%.EDUCATION & CERTIFICATIONS• Bachelor of Computer Applications – University of Madras (2004)• Lean Six Sigma Green & Yellow Belt CertifiedAvailable for leadership roles in Operations, Digital Transformation, and Customer Experience.

Experience

1. Senior Director of Operations

   Sutherland

   Apr 2024 — Present · Kochi, IN

   Senior Director | Apr ‘24 – PresentDirector | Jun ‘20 – Mar ‘24Sutherland, Kochi, Kerala- Spearheaded a global eCommerce program scaling operations from 800 to 3200 FTEs, driving over $30M in annual revenue- Led budgeting and P&L management, driving cost optimization and improving financial performance across regions- Developed and executed strategic plans to exceed client expectations and enhance operational efficiency- Streamlined global service delivery by implementing Lean and RPA solutions, reducing workhours by 60% and program cost by 12%- Directed cross-geography delivery teams, ensuring 100% SLA adherence and proactive performance tracking- Cultivated a high-performance culture, leading to increased employee engagement and leadership pipeline development.ACHIEVEMENTS- Tripled team size and revenue; enhanced CSAT scores by 10.88%- Recognized with the “Rock Star” award three consecutive years for mentoring the teams.

Education

• University of Madras

  Bachelor of Computer Applications, Computer and Information Sciences and Support Services