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Suresh User

@sureshuser4

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I lead banking operations transformation, delivering savings, controls, and performance improvements.

India

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What I'm looking for

I'm looking to lead banking operations, business process improvement, process transformation, or operational excellence initiatives where I can improve controls, capacity, quality, productivity, and automation through data-driven change.

I've spent 18+ years at Bank of America leading fraud prevention, operational risk, and banking operations in Chennai. I manage cross-site operations of 150+ professionals through 8 Team Leaders and 20 direct reports.

I delivered approximately USD 1.42M in operational savings by improving capacity planning, forecasting, workforce optimization, and resource utilization for same-day TAT operations.

I use Lean Six Sigma, DMAIC, root cause analysis, process mapping, and performance data to identify bottlenecks, control gaps, defects, and workflow improvement opportunities. I partner with Technology, Risk, Compliance, Quality, and Line of Business teams to turn operational pain points into practical process and automation improvements.

I've also built teams through coaching, training, knowledge-gap analysis, and targeted development plans. My focus is on stronger governance, SOP discipline, quality, productivity, risk controls, and sustainable operational excellence.

Experience

Work history, roles, and key accomplishments

Operations Manager – Fraud Prevention, Operational Risk & Banking Operations

Bank of America

May 2007 - Jul 2026 (19 years 2 months)

Led cross-site banking operations of 150+ associates, driving business process improvement, capacity planning, and operational excellence. Delivered approximately USD 1.42M in savings through workforce optimization and process standardization.

Lean Six Sigma DMAIC Kaizen Root Cause Analysis Process Mapping Workflow Optimization Capacity Planning Forecasting Workforce Optimization SLA Management KPI Reporting Operational Analytics Risk And Controls Fraud Prevention AML KYC Compliance Change Management Stakeholder Management Excel

Assistant Manager – Deposits

Bank of America

Feb 2016 - May 2017 (1 year 3 months)

Led a team of 20 professionals in Consumer & Small Business Client Protection operations, consistently delivering operational KPIs. Served as Resident Quality Expert across six business processes, supporting process stability and regulatory compliance.

Quality Management Process Improvement Root Cause Analysis Stakeholder Management Productivity Tracking KPI driven performance management

Team Developer – Quality Coach

Bank of America

Oct 2009 - Feb 2016 (6 years 4 months)

Audited BAU associates and reported weekly quality results to operations leaders, supporting root-cause identification and continuous improvement. Partnered with stakeholders on procedure changes and implemented new procedures through controlled documentation and training.

Quality Auditing Root Cause Analysis Training Coaching Procedure Documentation Cross Training

Team Developer – Trainer

Bank of America

Feb 2008 - Sep 2009 (1 year 7 months)

Managed and trained a team of 10 associates conducting audits, monitored quality performance, and provided corrective coaching to reduce defects. Conducted training on procedural updates and supported staffing requirements.

Training Quality monitoring Coaching Audit Staffing

Team Member

Bank of America

May 2007 - Jan 2008 (8 months)

Supported inbound and outbound customer payment campaigns and developed foundational banking operations experience.

Education

Degrees, certifications, and relevant coursework

Indira Gandhi National Open University

PGDM, Finance

2010 - 2012

Pursued a Post Graduate Diploma in Management with a specialization in Finance from Indira Gandhi National Open University, Hyderabad from 2010 to 2012.