Mohammed Riyaz

Results-driven Service Delivery Leader with 20+ years of experience in global BPO operations, onboarding, and workforce management. Proven expertise in managing large-scale offshore delivery models (240+ consultants), driving SLA/KPI performance, and optimizing P&L outcomes. Strong background in client relationship management, governance, compliance, and process transformation.

Adept at leading cross-functional teams, improving operational efficiency, and delivering superior customer and candidate experiences.

SENIOR MANAGER at eTEAM INFO SERVICES (2020-02 – 2026-03)

• Managed multiple IT and non-IT staffing accounts, serving as the primary escalation point for onboarding and service delivery issues.
• Led end-to-end onboarding operations, ensuring compliance with client workflows, timelines, and documentation standards.
• Partnered with Recruitment, HR, Compliance, Payroll, and Account teams to achieve 100% on-time consultant onboarding.
• Improved onboarding turnaround time by implementing process discipline and workflow optimization initiatives.
• Resolved candidate escalations related to background checks, documentation gaps, and onboarding delays, reducing drop-offs.
• Monitored SLAs/KPIs and proactively mitigated risks to maintain delivery consistency.
• Ensured regulatory compliance for credentialing processes, minimizing audit risks.
• Led Monthly Business Reviews (MBRs), presenting performance metrics, insights, and continuous improvement plans.
• Mentored and managed onboarding teams, driving productivity, accountability, and operational excellence.

ACCOUNT MANAGER at SUTHERLAND (2014-02 – 2020-01)

• Directed offshore delivery operations for 240+ consultants supporting US and EMEA BPO clients.
• Managed workforce planning, hiring, and performance management, improving productivity by 10%.
• Acted as primary client interface, leading governance calls and resolving high-priority escalations.
• Strengthened client relationships, contributing to account stability and growth.
• Implemented process improvement and attrition reduction strategies
• Ensured 100% compliance with client quality standards and internal audit requirements.
• Drove performance through KPI tracking and continuous improvement frameworks.
• Consistently achieved high performance across NPS, CSAT, DSAT, AHT, and FTR metrics.
• Led UAT and implementation of client tools, supporting operational scalability and smooth transitions.

SENIOR TEAM MANAGER at SUTHERLAND (2004-08 – 2013-01)

• Responsible to drive and meet client metrics for the program
• Directly involved in goal setting, process and performance of the program.
• Responsible to maintain a platinum standard on all client metrics like (NPS, CSAT, DSAT, AHT, FTR and Hygiene Issues)
• Conducting team briefings, de-briefings, team meets, formal and informal meets, client relations mainly through conference calls etc
• POC for client tool UAT and implementation
• Identifying training needs and planning short/long term improvement plans
• Ensuring adherence to accepted quality norms and compliance to client quality standards
• Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines.

SALES EXECUTIVE at SPARC SOFT INFO SOLUTIONS (2000-11 – 2002-12)

• Market assembled computers and printer accessories
• Conduct promotional activities to improve the sales
• Conduct product presentations and prepare tailored proposals.
• Negotiate pricing and close deals within agreed timelines.

Master of Science (MSc) in Computer Science – Bharathiar University, Coimbatore

Bachelor of Science (BSc) in Computer Science – Shri Nehru Maha Vidyalaya College, Coimbatore