Prateek Kumar
Associate Vice President Lead - Americas (Na Latam Jamaica) & Europe - Service Excellence @Sutherland
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WORK HISTORY
Associate Vice President Lead - Americas (Na Latam Jamaica) & Europe - Service Excellence @Sutherland
Leading enterprise-wide cost optimization and digital transformation initiatives across Americas and Europe, with a portfolio of high-impact projects.Leveraging AI-enabled analytics, Lean / Process Re-engineering, and Automation to identify and Eliminate Wastes, Reduce SG & A overhead, and Enhance Operational Agility across diverse geographies.Directed the Service Excellence function across the Americas, leading a high-performing team of 12 (Senior Directors, Directors, Sr. Managers, and Managers) overseeing large-scale customer support and back-office operations across diverse industry verticals.Championed cost and revenue optimization initiatives, partnering with Portfolio and Vertical Leaders to meet financial objectives and scale impact across global delivery hubs.Driving Digital Re-engineering and automation initiatives, leveraging Process Lean/Re-engineering & AI solutions to enhance client experience.Leading Lean Six Sigma projects, cost and revenue optimization initiatives, and data-driven process improvements.
EDUCATION
DeGroote School of Business - McMaster University
Machine Learning for Big Data Analytics, Big Data
IGNOU
Master of Business Administration (MBA), Marketing/Marketing Management, General
Institution of Engineers of India (IEI), Kolkata
AMIE ( Mechanical Engineering )
Indian Statistical Institute (ISI), New Delhi
Master Black Belt in Six Sigma, Business Process Improvement
SKILLS
ABOUT PRATEEK KUMAR
With over 25 years of diverse global experience across Manufacturing, BPO, Digital Transformation, and Process Excellence, I bring a unique \"industrial-grade\" rigor to service operations and customer experience transformation.Starting my career as a Mechanical Engineer and Quality Leader in manufacturing, the cradle of modern quality systems like Lean, Six Sigma, and Business Process Reengineering, I transitioned these disciplines into the services sector, delivering enterprise-wide transformation across the Americas, EMEA, and Asia-Pacific.Today, I lead high-impact programs in Cost Optimization, Service Excellence, and Digital Re-engineering across multiple geographies and verticals. My specialization lies at the intersection of:BPO 2.0 Evolution: Intelligent Operations and Value CreationDigital Transformation Advisory : Process Automation, Analytics, and AI-readinessService Excellence Frameworks & Customer Experience TransformationProcess Excellence, Lean Six Sigma, and Business Process ReengineeringSAP / Enterprise Level Automation / AI Deployment Change Management Quality Leadership, Compliance, Risk Management, ISO/SOX AuditsShared Services Optimization and Global Delivery Center ManagementStrategic Business Development and Transformation ConsultingIn the age of AI and Intelligent Automation, I believe technology is only as powerful as the process foundation behind it. My passion lies in helping organizations reengineer operations, modernize processes for AI/Analytics adoption, and build future ready, customer centric service models.Industry Footprint: Banking, Telecom, Retail, Aviation, Enterprise Tech, Real Estate, Government, and Shared Services.Global Experience: America | Canada | Mexico | Colombia | Jamaica | Europe | Middle East | Japan
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