Suresh Nair
@sureshnair
Seasoned BPO operations leader driving global delivery, CX improvements, and cost-efficient scaling.
IndiaWhat I'm looking for
I am a seasoned BPO operations leader with over 18 years managing end-to-end delivery across voice, chat, email, and inbound/outbound channels. I specialize in scaling operations, workforce planning, P&L ownership, and delivering measurable CX improvements.
Throughout my career I have led high-performing teams of 500+ across multiple geographies and 24/7 support models, delivering improved SLA compliance, CSAT/NPS, and cost-to-serve reductions. I have driven process transformation using CRM, WFM, and quality frameworks including Six Sigma.
My recent roles have included Associate Director – Operations and senior leadership positions where I improved SLA compliance by 19%, increased customer satisfaction by 12%, achieved cost-to-serve reduction of 8%, and managed budgets in excess of $10M. I have a track record of reducing attrition, optimizing staffing, and implementing digital CX strategies.
I partner closely with clients and stakeholders across sectors including banking, e-commerce, telecom, and insurance to deliver operational excellence, governance, and continuous improvement. I bring pragmatic leadership, data-driven decision making, and a focus on measurable outcomes.
Experience
Work history, roles, and key accomplishments
Associate Director – Operations
FiveS Digital
Jan 2025 - Present (1 year 1 month)
Spearheading multi-vertical BPO delivery, improving SLA compliance by 19% and customer satisfaction by 12% while managing a $10M+ budget and achieving 8% cost-to-serve reduction.
TEOwned P&L and led multi-channel service center operations, implemented dashboards to boost agent productivity and drove a 23% increase in employee engagement.
IEService Delivery Leader
iEnergizer
Feb 2022 - Jul 2023 (1 year 5 months)
Oversaw delivery for major accounts, increased CSAT by 16% through customer journey mapping and reduced churn by 9% via redesigned performance metrics and rewards.
STDirected tech support campaign operations, delivered KPIs (AHT, FCR, QA) within SLA and stabilized attrition and absenteeism through continuous coaching.
General Manager – Operations
Altruist Customer Management
Jun 2019 - Feb 2020 (8 months)
Managed three departments with P&L oversight, introduced shift optimization saving 14% in staffing costs and transitioned a 100+ FTE client process in under 30 days.
HSProcess Delivery Head
Hinduja Global Solutions
Sep 2015 - Nov 2018 (3 years 2 months)
Oversaw dual-site BPO delivery of 520+ staff, reduced operational costs by ₹7 lakh/month through lean improvements and achieved highest NPS for a telecom campaign.
Senior Manager – BPO Operations
Mphasis BPO
Sep 2003 - Sep 2015 (12 years)
Led multi-site delivery across Pune, Indore, and Raipur, reduced employee churn by 10% and improved productivity metrics (AHT, FCR, Utilization) across support functions.
Education
Degrees, certifications, and relevant coursework
Government Polytechnic, Bellary
Diploma in Electrical Engineering, Electrical Engineering
Completed a Diploma in Electrical Engineering focusing on practical training and foundational electrical engineering principles.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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