Susheel Kumar M

About Susheel Kumar M

I am a senior global delivery leader with 25+ years of experience transforming large‑scale Finance & Accounting and business operations across Education, Manufacturing, BFSI, Healthcare, Telecom, Airlines, Retail, and Pharma. In my current role as Delivery Partner & Centre Leader – Bengaluru at IBM, I lead a strong workforce and drive strategic modernization programs that embed Generative AI, agentic AI, automation, and agile practices into core service delivery.Over my decade-long journey at IBM, I have managed complex, multi‑tower portfolios, improved cycle times and first-pass yield, and consistently expanded client value through AI‑driven operating models. My earlier 15+ year tenure at Genpact strengthened my foundation in operational excellence—turning around underperforming accounts, leading global transitions, and elevating client experience through Six Sigma and technology-led interventions.I am continuously investing in industry-relevant skills and credentials. My certifications include the IBM Generative AI & Agentic Badge, the Education Industry Badge, IBM Certified Agile Champion, and GE Six Sigma Certified. These reinforce my belief in using AI with a strong human-in-the-loop framework to ensure safe, scalable, resilient, and high-quality outcomes for clients.I am passionate about people leadership and within IBM, I actively lead enablement initiatives—conducting learning sessions, AI awareness programs, and capability-building workshops to drive adoption of IBM ICA assets, Assistants, and enterprise AI tools, helping teams become future-ready. I collaborate closely with clients to redesign their operating models- reducing cost, improving competitiveness, and modernizing processes through the power of AI and automation.Beyond work, I am deeply committed to CSR and community development. I regularly contribute to social impact programs as I strongly believe in giving back to society and creating opportunities for underserved communities. This commitment reflects my belief that leadership extends beyond business—to people, communities, and long-term societal progress.Recognized with multiple awards across IBM and Genpact, I remain passionate about building intelligent, scalable, and people-centric delivery models that create measurable, sustainable value for clients, teams, and communities. My mission is to help clients achieve measurable value through AI-powered, transparent, and sustainable operations.

Experience

1. Client Partner, Global Delivery & Centre Leader - Bpo, Bengaluru

   IBM

   Jun 2024 — Present · IN

Education

• University of Delhi

  Bachelor of Commerce (B. Com)

• Institute of Chartered Financial Analysts of India (ICFAI)

  Diploma in Business Management

Skills

• Business Transformation
• Service Delivery
• Change Management
• Business Development
• Business Process Improvement
• Business Process
• Business Process Re-Engineering
• Relationship Management
• Project Management
• Program Management
• IT Operations
• Process Excellence
• Mis
• Employee Engagement
• Operations Management
• Transition Management
• Team Management
• Management
• Team Building
• Offshoring
• Strategy
• Six Sigma
• Vendor Management
• Crm
• Operational Excellence
• Leadership
• Shared Services
• Finance
• Bpo