Sumit Nautiyal Email & Phone Number

Bengaluru, Ka, In

Bangalore Urban, Karnataka, India

As an Associate Partner in AI Operations, I lead HR & Talent Transformation service delivery for Fortune 500 clients across North America, EMEA, and APAC. By leveraging AI-powered solutions, I drive operational excellence and deliver innovative HR services at scale while managing a global team of 1,000 that’s focused on driving client satisfaction.My leadership covers various HR services, including talent acquisition, payroll, and talent development, with a focus on integrating AI technology. This commitment to intelligent automation streamlines processes while customizing solutions to meet regional needs, ensuring high-quality service.I work closely with clients to align our AI-driven delivery with their strategic objectives, providing data-driven insights and personalized solutions for seamless execution. Continuous communication allows us to anticipate challenges and effectively address complex HR issues.In the evolving HR landscape, operational efficiency and innovation are essential. I prioritize process optimization and continuous improvement initiatives that enhance service offerings and client experiences. Collaborating with cross-functional teams ensures alignment with client expectations.By monitoring KPIs, client feedback, and industry trends, I implement AI-enabled strategies that deliver measurable impact. Staying ahead of regulatory changes and market developments, I proactively address challenges and lead initiatives that position our clients at the forefront of HR innovation.In addition to overseeing service delivery, I support business growth by identifying opportunities for service expansion and presenting tailored solutions to potential clients. My mission is to revolutionize HR processes, creating agile, data-driven ecosystems that empower organizations to thrive.In summary, my role emphasizes leveraging AI technology and strategic leadership to deliver exceptional HR services and transform talent management for our clients globally.

Bengaluru Area, India

As the India Chief Operations Officer for the Business Process Operations business unit at IBM, I held a multifaceted leadership role that encompassed comprehensive Operations Management and Support responsibilities. My key contributions included facilitating crucial elements of business unit or function management reviews, ensuring seamless operational support for overall financial performance, and conducting in-depth analyses of revenue/profit and account growth/erosion.Integral to my role was the strategic analysis of cost and expense budgets, collaborating with the business to optimize operations for peak performance. I spearheaded the evaluation of key initiatives and identified and addressed operational gaps, driving continuous improvement.In addition to these core responsibilities, I was accountable for the development and management of business processes. This spanned quality assurance, business controls, and procedures to ensure operational excellence. Client satisfaction deployment and ratings, plan administration, resource and capacity management, contractor hiring, and real estate strategy were also under my purview.I played a pivotal role in business continuity and disaster recovery efforts, overseeing workflow management, and managing internal and external audits. Policy implementation was a key aspect of my responsibilities, and I actively engaged in outreach to geographies and collaborated with global counterparts to advance standard processes and deliverables.In summary, during my tenure as the India Chief Operations Officer, I was at the forefront of driving operational excellence, ensuring financial performance, and optimizing business processes for peak efficiency. My strategic leadership was instrumental in fostering client satisfaction, driving growth initiatives, and aligning operations with global standards to deliver exceptional results for IBM Business Process Operations.

Visakhapatnam, India

As the Service Delivery Leader for the Talent Acquisition Optimization service line at IBM, I held a pivotal role in both driving new business opportunities and ensuring the successful delivery of services to clients. My expertise encompassed a deep understanding of large and complex services engagements in Recruitment Process Outsourcing (RPO), equipped with the necessary methods and skills to effectively address business challenges within the client's industry.A core aspect of my responsibilities involved establishing robust and trusted relationships with clients. I demonstrated a keen ability to articulate solutions, showcasing a profound understanding of various IBM offerings essential for delivering complex services. My role extended to identifying and cultivating new business opportunities, actively participating in solution development and sales efforts, and contributing significantly to IBM's success in securing new business ventures.Within the Talent Acquisition Optimization service line, I not only supported but also led billable client activities within the HRO practice. My involvement extended to participating in related Sector, Solution, or Community activities, contributing to a collaborative and knowledge-sharing environment.I held accountability for the financial success of directly managed engagements, emphasizing the strategic generation of services revenue through the sales of new business. Through a combination of business acumen and industry knowledge, I played a vital role in positioning IBM as a leader in delivering innovative solutions and driving the financial success of engagements.In summary, my tenure as the Senior Delivery Leader at IBM was marked by a proactive approach to both sales and service delivery. I effectively navigated complex service engagements, built strong client relationships, and contributed significantly to IBM's growth by identifying and winning new business opportunities.

India

As the Delivery Center Executive for the Talent Acquisition Optimization service line at IBM in India, I assumed a leadership role pivotal to the success of IBM Talent Acquisition & Optimization. Charged with overseeing the organization, administration, and supervision of people, processes, and technologies, my responsibilities extended to formulating a comprehensive plan that seamlessly aligns with the Client's expectations.In this capacity, I played a key role in orchestrating the delivery of services and service technology to clients, ensuring a harmonious integration of business and technical functions. My responsibilities encompassed establishing policies geared toward consistently high service performance, with a continuous focus on monitoring employees and evaluating customer feedback. This evaluative process was instrumental in developing robust quality improvement processes, allowing us to proactively address concerns and enhance overall service delivery.An integral aspect of my role was to identify and remove impediments hindering the team's ability to deliver top-notch service. By fostering a culture of continuous improvement and efficiency, I empowered the team to navigate challenges and exceed client expectations.In summary, as the Delivery Center Executive, I spearheaded the orchestration of people, processes, and technologies, ensuring the seamless delivery of services for IBM Talent Acquisition & Optimization. My strategic focus on quality improvement and employee empowerment contributed to consistently high service performance, aligning with the dynamic expectations of our valued clients.

Vishakhapatnam Area, India

As the Regional Delivery Leader for IBM RPO CoE in India, I spearheaded a transformative shift in shared services operations, shaping and executing strategic plans for service delivery. Emphasizing efficiency optimization and exceeding client expectations, I fostered effective client relationships globally.Strategically aligned with client teams across NAM, LATAM, EMEA, and APAC, I ensured a cohesive, client-centric service delivery approach. Leading a dedicated team in centralized operations management, we surpassed CoE expectations for service delivery, compliance, and quality standards.Innovative cost-efficient service methods were explored to maintain high service quality. Monitoring performance trends, I identified process improvements, fostering a culture of innovation and automation to streamline operations and enhance client service.Collaborating cross-functionally, I delivered significant performance improvements, driving innovation initiatives beyond day-to-day operations. My commitment to talent development included recruiting and nurturing exceptional talent, creating an environment conducive to growth.In summary, as the Regional Delivery Leader, my tenure was characterized by strategic leadership, client-centric service delivery, operational efficiency, and a commitment to talent development, significantly contributing to organizational objectives.

Chennai, Tamil Nadu

In my role as the Assistant General Manager at Allsec Technologies, I spearheaded Collections & Recovery operations from the Chennai head office in India. Holding accountability for the entire division's Profit and Loss (P&L), my responsibilities included overseeing collections analysis, forecasting, and reporting activities. To ensure optimal performance, I implemented in-house training and incentive plans, leading to increased productivity levels and enhanced employee satisfaction. Regular formal and informal performance evaluations were conducted to maintain and improve employee performance.Managing budgetary aspects, I developed and recommended the account operating budget, ensuring the department operated within budget constraints. Additionally, I projected future growth by evaluating past and present performance assumptions, streamlined procedures for compliance with government regulations, and consistently sought improvements to boost revenue.As a crucial part of my responsibilities, I was accountable for Client/Customer Retentions and played a primary role in managing vendor relations. Serving as a liaison between the Marketing & Operations teams and the General Manager for all international processes, I facilitated seamless communication and coordination.Providing crucial support to the General Manager on corporate operations issues, I planned, organized, directed, coordinated, and supervised functions and activities within the department. My role involved a detailed analysis of business results to identify, create, and execute actions aimed at enhancing overall performance. In summary, my tenure as the Assistant General Manager at Allsec Technologies was characterized by strategic leadership, financial acumen, and effective management of diverse operational aspects, contributing significantly to the organization's success.

Gurgaon, India

In my role as the Senior Division Manager at Encore Capital Group, I managed Bankruptcy Operations, overseeing a team of over 100 resources, including Team Leaders, Assistant Managers, Trainers, and Quality Auditors. My responsibilities encompassed successfully driving business KPIs, Client SLAs, and being accountable for India operational expenses.I directed the entire training department for the India site, fostering a culture of continuous learning and skill development. Overseeing the quality assurance team, I analyzed opportunities to enhance the quality of deliverables across multiple sites, ensuring adherence to stringent standards.Collaborating with the U.S team in Arlington, Texas, I played a pivotal role in Process Re-engineering efforts, streamlining operations to improve efficiency. Establishing the training function in Gurgaon, I aimed to create training self-sufficiency for India operations, ensuring a robust learning infrastructure.Teaming up with the India Analytics team, I contributed to the creation of a Performance Linked Incentive structure for the process, aligning performance with strategic goals. Working closely with the Human Resource team in India, I revamped Hiring and Compensation (fixed & variable) structures, ensuring competitiveness and employee satisfaction.I streamlined and structured the Internal Audit team, enhancing the efficiency of the audit process. Partnering with both the U.S and India training teams, I played a key role in developing modules and SOPs to train the operations teams in India, ensuring a seamless transition from the training environment to production.A significant contribution was my involvement in the successful transition of processes from Arlington, Texas, in the United States to India. This required meticulous planning, coordination, and strategic implementation to ensure a smooth and efficient transfer of operations.

St. Cloud, Minnesota Area

As the manager overseeing the daily operations of CompuCredit's thriving bankruptcy business, my primary focus was driving revenue growth, increasing profitability, and effectively managing risk.In this role, I provided strong leadership and direction across diverse functional areas, including DBA, Analytics, and Web Developers. With a steadfast commitment to achieving departmental goals, I fostered a culture of accountability and collaboration to maximize overall performance.Recognizing the importance of continuous improvement, I actively identified opportunities to streamline processes, automate systems, and address existing issues. By implementing these enhancements, I significantly improved operational efficiency, mitigated risks, and enhanced overall performance.One of my notable accomplishments was collaborating on a project to develop a cutting-edge claims POC filing system. This state-of-the-art system enabled JCAP to increase the volume of claims filed by an impressive 300% (from 4,500 to over 20,000 per month). This achievement not only drove revenue growth but also positioned the company as a leader in claims management.Additionally, I worked closely with the DBA team to create a robust database capable of housing over 7 million records daily. This enabled efficient monitoring of new bankruptcy activity and facilitated the expansion of our servicing capabilities, resulting in the acquisition of four new clients.Through my strategic leadership, relentless pursuit of operational excellence, and collaborative approach, I successfully managed CompuCredit's rapidly growing bankruptcy business. By driving revenue, enhancing profitability, and effectively managing risk, I contributed to the overall success and expansion of the organization.

St. Cloud, Minnesota Area

As the responsible individual for CompuCredit's Balance Transfer direct mail solicitation, I played a pivotal role in driving successful campaigns and maximizing response rates. I collaborated closely with the Legal team to develop and test multiple versions of solicitation materials, ensuring their effectiveness and compliance.Working in conjunction with external print vendors such as DIRECT and RENKIM, I seamlessly implemented the newly developed letters into a production environment. By meticulously overseeing this process, I ensured the timely and accurate delivery of compelling direct mail communications.From a strategic perspective, I took charge of creating comprehensive direct mail and telemarketing strategies, meticulously planning and coordinating timelines to optimize campaign effectiveness.Additionally, I facilitated the processing of incoming files placed by the client for the Balance Transfer program. This involved tasks such as stratification, formatting, scrubbing, and loading data into the database, as well as creating mail files for seamless execution.To gain valuable insights into solicitation results, I developed comprehensive reporting mechanisms. These reports effectively measured and analyzed response rates and first pay rates, enabling data-driven decision-making and the continuous refinement of our solicitation strategies.Through my diligent approach, strategic thinking, and strong collaboration with internal and external stakeholders, I successfully drove impactful direct mail solicitation campaigns for CompuCredit's Balance Transfer business.

St. Cloud, Minnesota Area

In the role of Functionality Manager for the AVAYA predictive dialer, I orchestrated various critical tasks to optimize collections performance and drive operational excellence.One of my key responsibilities was analyzing dialer performance and collaborating closely with tech support and IS teams to address maintenance, upgrades, and system issues. By proactively identifying areas for improvement, I ensured the dialer operated at peak efficiency, enhancing collections outcomes.Additionally, I provided valuable support to the IS manager, assisting with multiple administrative tasks to facilitate smooth operations and maintain a robust infrastructure.I excelled in creating and refining several production and exception reports, enabling comprehensive insights into collections performance and providing valuable data-driven recommendations for process enhancements.Thorough testing and diligent error correction were also integral to my role. I conducted comprehensive system tests, identified and rectified errors and operating deficiencies, and maintained accurate business cycle codes and other essential DBA descriptions.Moreover, I took charge of in-depth testing of Call Center Internal Controls, ensuring adherence to regulatory guidelines and industry standards. To support effective dialer operations, I developed user training materials and comprehensive reference guides for dialer operators.In addition to my primary responsibilities, I played a pivotal role in conducting initial research to resolve complex servicing issues related to AVAYA, displaying my ability to analyze and address intricate problems.Through my expertise in dialer functionality, meticulous attention to detail, and commitment to continuous improvement, I contributed to the seamless operation of the AVAYA predictive dialer, ultimately optimizing collections performance and driving success within the organization.

St. Cloud, Minnesota Area

As the Manager overseeing the daily operations of the Balance Transfer and Internal Collections Recovery staff, I led two teams comprising 10-15 skilled account representatives in both dialer and manual environments.In this role, my responsibilities encompassed a wide range of duties, including coaching team members for enhanced productivity, devising effective dialer strategies, and identifying opportunities for process improvements. I took charge of all personnel-related matters, such as scheduling, disciplinary processes, payroll management, skill building, coaching, monitoring, and maintaining quality standards.As the operational lead, I played a vital role in the day-to-day collections function, formulating and implementing collection strategies that optimized efficiency and positively impacted overall performance. By strategically assigning work flow distribution, I ensured maximum effectiveness in our collection efforts.I also participated in the development and testing of telemarketing initiatives in St. Cloud. This involvement aimed to assess the cost-effectiveness of pursuing in-house solicitations versus outsourcing, providing valuable insights for future decision-making.By effectively managing resources, cultivating a high-performance culture, and continuously seeking opportunities to enhance processes, I contributed to the achievement of collection goals while upholding the highest standards of quality and efficiency.

St. Cloud, Minnesota Area

As the Supervisor of a dynamic night shift dialer team, I took charge of motivating and coordinating employees to ensure the achievement of corporate and department goals.One of my key responsibilities was providing personalized guidance and feedback, nurturing a competitive and high-performing team within the collections environment. Through individualized coaching, I empowered employees to reach their full potential and drive exceptional results.Additionally, I played a pivotal role in the hiring process, carefully selecting top talent to join the team. I oversaw employee onboarding, assigned work tasks, and conducted performance appraisals to maintain a productive and engaged workforce.Managing a team of 8-10 pre-charge off phone collectors, I diligently supervised their activities, provided coaching and support, and ensured alignment with collection goals while minimizing delinquency. I prioritized training initiatives to enhance their skills and maximize their effectiveness in achieving targets.Recognizing the importance of fostering a healthy competitive environment, I created daily floor activities that inspired motivation and encouraged representatives to strive for excellence. This approach instilled a sense of enthusiasm and drive within the team, resulting in improved performance outcomes.Through my leadership, guidance, and strategic management, I successfully cultivated a results-oriented team that consistently exceeded expectations.

Bachelor Of Commerce (Bcom), Accounting And Finance

Acquired a bachelors degree in accounting. Introduction to advanced accounting and other commercial courses such as business management.

Education record

Education record