1. INTERNAL
SUMAN RAY
Mobile : 9620542907
Email : suman.r79@gmail.com
Work Force Management / Project Management / Transitions Management / Operations
To secure a challenging Position in your esteemed organisation that will utilize my management and
administrative skills to benefit mutual growth and success and prove my abilities thus improve my career
prospects; with having extensive 11 ½ years of experience in Outsourcing sectors, mainly with Work
Force Management / Capacity Planning for 7 years and 2 years in Project / Transition Management; prior
to that 2 years experience in BPO Operations.
AN OVERVIEW
o A “Performance Driven Professional” bringing in rare level business acumen and record of
achievements developed in over 11 years
o Sufficient experience in managing entire process operations with an aim to accomplish corporate
plans & goals successfully
o Used instincts, insight, judgment, and timing to succeed on tough deal:
 Operations Management focusing on maximizing customer satisfaction, process
compliance, etc.
 Process improvement initiatives to achieve maximum efficiency in various operations
o Abilities in coordinating with internal/external customers for running successful business
operations and experience of implementing
o procedures and service standards for business excellence
o Adroit in ensuring delivery of high quality services to support customer's business needs
& achieving continued high customer
o satisfaction from all operational users for services
o Prudent, disciplined & self-motivated with excellent interpersonal, communication &
organizational skills with proven abilities in team management and customer relationship
management
CORE COMPETENCIES
o Supporting Design, Mobilisation and Execution of PMO activities for large projects managing all
dimensions of programme management
o Supporting multiple work streams to create a centralized PMO organization
o Developing and maintaining the programme management plan, integrated master schedule, and
weekly and monthly reporting
o Identifying the appropriate tools, methods and templates that are required within the centralized
organization
o Developing PMO supporting methodology, SOPs, and artifact templates
o Engaging with key stakeholders and client subject matter experts
o Framing work direction and plan for the associates after thorough assessment of their capabilities
o Setting up targets, SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process)
targets and involved in planning for the process
o Transitioning systems to upgraded versions to achieve efficiency in various operations;
spearheading process improvement initiatives
o Conducting internal process audits & process reviews for ensuring strict adherence to the
process parameters/systems as per defined guidelines
Solution/ Business Development:-
o Conduct research on best practice methodologies in terms of PMO design, systems, processes
and policies and contribute in building the capability
o Support in business development and building relationships with stakeholders
o Co-ordinate, work-closely with in-country management consulting teams across the globe and
manage relationship with them. Also build awareness of other MC capabilities to facilitate selling
these services to the teams

2. INTERNAL
o Conceptualising and building new PMO offerings
o Build relationships with global stakeholders to grow PMO service offerings
Typical Targets and Measures:-
o Contact/non-contact center ratios aligned to the Target Operating Model
o Volume forecasting within an agreed variance
o Group standard Planning and Service Management methodology in use
o Accurate eWFM outputs and tracking of the agreed productivity
o Scheduling in IEX, Aspect EWFM
o MIS reporting in IEX, Aspect, Avaya, Nortel
o Adherence to escalation procedures and appropriate monitoring/adjusting of systems/resources
as required
o Planning & Service Management team viewed by business functions as professionals who add
value
o Reporting production in line with process/local/regional requirements
o Business Continuity Planning during any emergency situation
o Development of highly committed and delivery focused teams, consistently delivering high quality
results
o 1:1s, objectives & performance reviews to complete within agreed timescales
EMPLOYMENT DETAILS
1. HSBC Electronic Data Processing India Pvt. Ltd. (Mar’2014 – till date)
 Role: Asst. Vice President – Work Force Management
2. Accenture Services Pvt. Ltd. (Jul’2008 – Mar’2014)
 Role: Deputy Manager – Work Force Management & Planning
3. IBM Daksh Business Process Pvt Ltd. Kolkata (Feb’2006 – Jul’2008)
 Role:Senior Executive (Operations & WFM Team)
4. XPLORE TECH SERVICES, Kolkata (Aug’2005 – Jan’2006)
 Role:Customer Care Executive, Process - XLN TELECOM-UK
5. KANKAI RELATIONSHIP MARKETING SERVICES PVT. LTD , Kolkata (Mar’2005 – Aug’2005)
 Role:Customer Care Executive, Process - Hutchison Essar Telecom Ltd
NOTABLE ACHIEVEMENTS
o Received the Accenture Alchemist Award for H2 2013
o Received the Accenture Summit Award – Numero Uno (Supervisor) in Aug’ 2012 for outstanding
performance
o Received the Accenture WIZKID Award in Q3 (Mar – May 2011) for outstanding performance
o Received the AccentureTop Talent Award in 2012 as being an outstanding performer (Accenture
identifies only 300 employees every year for the same award out of the whole population)
o Received Accenture Summit Awards in the month of Jan & Mar 2009 for delivering high
performance
o Received the recognition certificate as Silent Performer in the attendance category on 18th.OCT
2006 for the month of September 2006 from IBM Daksh
o Selected as TOP TALENT for the year 2007 by Mr Arjun Vaznaik, Executive Vice President of
IBM DAKSH on 4th.April 2007

3. INTERNAL
ACADEMIC DETAILS
o Higher Secondary in commerce
o In BHM secondary subject: Economics & Statistics, Accountancy
o Accounting Package – FACT, TALLY
o Good Knowledge of Computer (Windows Operating System, MS Office, Coral Draw, Adobe
Photoshop, Internet & E-mail etc.)
PERSONAL DETAILS
o Permanent Address :Radiant Shine, Flat#233, Yelenahalli, Begur Road, Bangalore -
560068
o DOB : 13th September 1979
o Nationality / Religion :Indian / Hindu
o Sex :Male
o Marital Status : Married
o Passport No. : L3564467
o Languages Known : English, Bengali, Hindi
o Current Location : Bangalore
o Home Phone : +91 80 4958 7365
I hereby declare that all the information given above is true to my knowledge and belief.
Date: 1st September 2015
Place: Bangalore
Suman Ray