Satish Sundaram

Program Delivery & Operational Excellence | Quality Management & Compliance | Customer Experience (CX) & Service Delivery Improvements

• Led the H-1B End-to-End (E2E) program transition to India, ensuring smooth execution and team upskilling.
• Managed 6,700+ H-1B and 4,500+ H-4 filings, optimizing resources and scaling operations.
• Implemented the Linear Production Model (LPM), cutting H-1B case preparation time from 17 to 6 business days and increasing weekly case throughput by 450%.
• Expanded India Hub’s scope to 11 additional sub-processes, including H-1B Amendments, RFEs, and Germany insourcing.
• Took full ownership of Integreon vendor management, improving productivity tracking and performance.
• Increased document collection team efficiency from 58% to 73% and customer contact resolution from 51% to 99%.
• Achieved 98.8% SLA compliance for 29,181 LCA filings and 100% SLA for 850 UK Compliance Packs ahead of schedule.
• Expanded the H-1B compliance checklist from 35 to 82 checkpoints, reducing errors and compliance risks.
• Improved case worker quality scores from 73% to 94% and achieved a 99% overall program quality score.
• Delivered 99.3% accuracy in LCA filings, 97.7% in UK Compliance Packs, and 99.2% in UK Sponsor Obligations.
• Implemented a real-time feedback system, reducing processing errors and improving compliance.
• Shifted H-1B customer contacts from SJO to India, cutting Time to Resolution from 8.5 to 2.7 days and improving First Contact Resolution from 68.9% to 85.37%.
• Engaged 123+ customers, increasing HMD PRR by 9% to 85.22%, exceeding the Q4 target.
• Introduced a priority system for aging/on-hold cases, reducing backlogs and improving transparency.
• Led daily vendor huddles, enabling real-time issue resolution and minimizing downtime.
• Developed and implemented key performance indicators to monitor progress and drive continuous improvement in service delivery processes.

• Established and carried out the departmental vision, strategy, goals, policies, and procedures for the function globally.
• Provided a roadmap for the deployment of talent globally and helped business teams understand proactive requirements for processing visas/work permits, challenges, and timelines.
• Hosted monthly leadership governance meetings and presented immigration updates/risks to Executive Leadership, including the COO, Legal, Finance, and HR heads.
• Guided and controlled commercial decisions.
• Consolidated vendors and renegotiated contracts to optimize costs.
• Acted as a signatory of Wipro through a valid Power of Attorney issued by the Executive Board, with the authority to sign immigration petitions and associated immigration papers/declarations.
• Developed and implemented systems and processes to improve organizational efficiency and productivity.
• Enabled Agile and Change through automation and process simplification.
• Formulated policies and defined processes and procedures to manage and control immigration compliance.
• Led post-merger integration efforts of acquired entities from an immigration standpoint.
• Advocated and reiterated immigration policies and processes to ensure employees fully understood compliance requirements.
• Defined goals and objectives for the division and the professional employees managed.
• Led and managed the operations team while directing adherence to operating metrics.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Conducted performance evaluations, managed compensation, and handled hiring to maintain appropriate staffing levels.
• Provided strong leadership to enhance team productivity and morale.

Achievements:

• Successfully led five H-1B CAP Programs and delivered exceptional results.
• Team was recognized and won the COO award in Q2-21.

Operations Management

• Managed US work permit operations.
• Led seasonal H1B campaigns as well as L1 A/B programs.
• Managed compliance w.r.t immigration policies and procedures.
• Ensured deliverables are within agreed service levels objectives (SLO’s).
• Led improvement initiatives to advance operational efficiencies.
• Ensured smooth functioning of Non-US business visa operations and US B1 operations for location.
• Reviewed operations reports to understand numbers and trends.
• Escalation management.
• Represented immigration team in various business connects.
• Provided solutions to business on road blocks faced due to immigrations challenges.

Consulate/VFS relationship management

• Managed authorized signatory process for IBM India.
• Worked diligently towards maintaining good relations with Consulates.
• Ensured good rapport is maintained with consulates/VFS.
• Worked towards IBM Brand image for better exchange of communications related to visa applications & latest updates.
• Represented IBM in various Industry level meets, CII conferences and AMCHAM meets.

Vendor Management

• Acted as functional bridge between external vendors and internal stakeholders.
• Provided operational guidance to vendors- Amex and Fragomen.
• Identified improvement areas as well as worked closely with all internal stakeholders to prepare solutions.

Team Management

• Lead and managed the reportees as well as providing them functional & operational guidance.
• Spearheaded department training to enhance employee performance and boost employee productivity.
• Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
• Trained new hires and contract staff on process and ensured they can manage activities independently with minimal supervision.

Achievements:

• Conceptualized and led team involved in development of an excel based tool used for H1B CAP. Notional savings of $800K.
• Recognized as Top Performer in Q3 - 2013 and Q1-2014 and Q4-2015, Q2 and Q3-2018.
  

• Managed visa/immigration formalities of GE Oil & Gas – India Field services team, mobilized engineers to 25+ countries.
• Initiating secondment agreements and managing compliance wrt immigration policies and procedures.
• Played a key role in planning assignments and ensured assignments are not lost due to visa delays.
• Dealt with immigration consultant (Fragomen) for expat movement to India.
• Handled inbound and outbound travel for the team and ensure necessary Travel security approvals are in place.
• Represented GE on Consulate visits and other Industry level meets.
• Coordinated with GE clients from visa and travel logistics stand point.
• Organized annual events for the team. Successfully managed Global Annual event in Goa with 150+ participants from 16 different countries, Field Services Annual events, and Family day events.

Achievements:

• Recognized for successfully organizing various Annual events and saving cost for the business.