Sunitha Nair

About Sunitha Nair

With over 24 years of experience, I currently serve as Director of Account Management…

Experience

1. Director-account Management & Service Delivery

   Sutherland

   Jan 2022 — Present · Hyderabad, IN

   With over 23 years of distinguished experience in operations management, service delivery, and process transition, I have consistently delivered business value by driving operational excellence, client-centric solutions, and transformation initiatives. My career reflects a deep expertise in optimizing end-to-end business operations, spearheading service delivery standards, and leading high-performing teams to achieve service excellence and business goals.I have led large-scale operations, aligning business processes with client expectations, driving cost optimization through Lean practices, and delivering measurable improvements in service levels and operational efficiency. I have successfully transitioned legacy processes to modern frameworks, implemented automation strategies including AI-based solutions such as chatbots, and streamlined workflows for improved productivity and customer experience.My approach has always been rooted in data-driven decision-making and continuous improvement. I have executed numerous process enhancement projects resulting in improved turnaround times (TAT), reduced operational costs, and better SLA/KPI adherence. Additionally, I have maintained EBITDA health through strategic cost initiatives and process innovation.A strong people leader, I have consistently driven team performance through clear KPI alignment, capability building, and motivational leadership, ensuring high engagement and retention. My work has always focused on delivering superior customer satisfaction, first-time-right execution, and scalable service delivery models.• Led service delivery operations for a major retail and banking client, ensuring compliance with SLAs and KPIs. • Managed a diverse team of over 1,500 professionals, scaling operations during peak periods while maintaining service quality. • Developed CX transformation strategies using AI and automation, resulting in improved customer satisfaction scores.

Education

• National High School for girls

  10+2, Nutrition Sciences

  1993 — 1995

• University of Calcutta

  B.Sc, Nutrition

  1995 — 1998

Skills

• Business Development
• Call Centers
• Business Intelligence
• Change Management
• Six Sigma
• Project Delivery
• Risk Management
• Team Management
• Service Delivery
• Business Analysis
• Business Process
• Analytics
• Business Process Improvement
• Service Management
• Cross-Functional Team Leadership
• Operational Risk Management
• Strategy
• Program Management
• Quality Assurance
• Bpo
• Service Level Management
• Finance
• Team Building
• Management
• Process Improvement
• Mis
• Employee Engagement
• Recruiting
• Performance Management
• Crm
• Operations Management
• Global E-Commerce
• Pmo
• Operational Excellence
• Business Transformation
• Leadership
• Customer Service
• Relationship Management
• Outsourcing
• Stakeholder Management