Site Head/Senior Business Director Sutherland Global Malaysia

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December 2012 – December 2015
Key Accomplishments
Sutherland Global Services Malaysia was incorporated in January 2012. Sutherland Global Services is an BPO company with 35,000 people in 23 countries. Sutherland chose Malaysia as delivery center for APAC languages with a long-term strategy of making it the Center of Excellence for APAC languages.



Joined Sutherland Malaysia as employee no: 1. Worked with the expansion team on business case for Malaysia and business strategy for growth in Malaysia, which encompassed voice-based business with higher yield consulting and technical support/managed services business. Built the first center in Bangsar South of 120 seats within 21 days in March 2013.



Operating 2 floors with total capacity of 200 seats with a total headcount of 275 staff. Managing programs from local and overseas customers. Grew the business from USD1.8 million in 2013 and will finish the current fiscal year at USD4.8million. Managing the Malaysian executive team of HR. Director/Admin Manager/Financial Controller and Service Delivery teams.



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Extremely results oriented and proactive seasoned business leader with proven record operations, IT management, business development, project management and optimization strategies. Dedicated to continuous process improvement and new technologies in the face of rapidly evolving and changing markets. Extremely results oriented and proactive in managing cost-effective solutions for company wide concerns. Possesses in depth knowledge of Business Process Outsourcing, Shared Services, Digital Marketing and Transformation and Hospitality Management. Personable and friendly with superb negotiations and presentation skills. Key Strengths • Hands on experience building BPO/Shared Services Centers from scratch • Focus on process improvement and optimization • Proven track record of meeting KPI’s • The ability to devise and implement contact center designs that work for the employees and the organization. • Ability to train, motivate and supervise • Upbeat, disciplined and creative personality, seen as a natural leader • Excellent negotiator/communicator and facilitator • Focused on staff, kpi’s and bottom line • Ability to devise effective and inexpensive solutions that meets customers and organization needs. • Flexible, committed to achieving outcomes. • Project Management • Remote Management • Excellent time management • Business Development

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