Shruthi Sunil Singh Email & Phone Number

Bengaluru, KA, IN

India

• Leading the offshore business function, creating a robust team by aligning all departments and driving ops excellence
• Providing regular communication, strong leadership, and guidance to the function, ensuring alignment with organizational priorities
• Drive innovation and digital transformation initiatives to enhance service delivery, operational efficiency, and customer experience
• Spearheading transition initiatives by conducting offshoring due diligence and executing offshoring strategies to deliver successful outcomes and meet stakeholder expectations
• Recruit, develop, and retain top talent, providing coaching and mentorship to drive employee engagement and career growth
• Develop and manage budgets, forecasts, and financial plans for the function

Bengaluru Area, India

• Spearheaded a leading UK motor and home insurance provider, driving end-to-end service excellence, quality, and financial performance.
• Built a strong reputation for delivering high-quality services, recognized by clients for exceptional performance and value-added solutions.
• Achieved business profitability through effective cost management and revenue growth.
• Led a team of 500 employees, generating $9 million in revenue and profits of 38-40%.
• Successfully managed multiple projects to improve business processes, enhance performance, and reduce operational issues.
• Developed and implemented robust risk controls, working closely with business partners and risk teams.

Bengaluru, Karnataka, India

• With the UK's largest DTV provider, managed Voice and Non-Voice sales and service delivery overseeing approximately 400 full-time employees.
• Played a critical role in successfully transitioning new work type, from identifying processes to project go-live, including capacity planning.
• Ensured understanding and contribution to service agreements for all business segments.
• Implemented continuous process improvements to optimize operations.
• Established service delivery governance for proactive communication and risk escalation within the client account.
• Developed strategies to minimize shrinkage and attrition.

Bangalore

• Served as a Program Lead, overseeing a range of responsibilities, including:
• Utilization Management: Collaborated with clinical and client teams to promote quality member outcomes, providing strategic support to drive optimal care.
• Oversaw the management of two shifts across Care Management operations, ensuring seamless 24/7 support.
• Focused on promoting efficient use of resources, enhancing the overall quality of care and member experience.
• Case Management/Disease Management: Collected and analyzed data to inform wellness programs, health management initiatives, and preventative care opportunities, enhancing overall member well-being.
• Medium-term planning and objective setting: Developed and implemented new procedures to ensure the program's smooth operation and alignment with organizational goals.

Mumbai Area, India

• Held a leadership role at a prominent Australian Telecom & Media Company, overseeing the delivery of Voice and Non-Voice services.
• Managed a team of 500 FTEs, comprising 33 Team Leaders, 4 Assistant Managers, and 2 Operations Managers.
• Provided strategic guidance and support to the team, focusing on planning, directing, and coordinating daily business activities to drive operational excellence.
• Served as a key liaison between the team and Executive Team, ensuring effective communication and collaboration.
• Demonstrated expertise in building and maintaining strong client relationships, fostering trust and driving long-term partnerships.
• Achieved significant productivity gains through process re-engineering, seat utilization optimization, and cross-training initiatives.