Manager Operations for a reputed company for the 1.10 year, dealing with Personal Loan/Credit Card/ Car loans etc.

Span of 110+ employees including direct and Indirect reporteesWorked for a Voice process dealing with Banking products/services.Domain knowledge on Retail banking, Credit Cards, Fraud Early Warning, and Supply ChainManage Manpower forecasting and Hiring & Recruitment for the accountGoal-setting, career planning and people developmentUndertaking responsibilities of removing less logical procedures in processes, thereby reducing processing time; identifying improvement areas… Show more Span of 110+ employees including direct and Indirect reporteesWorked for a Voice process dealing with Banking products/services.Domain knowledge on Retail banking, Credit Cards, Fraud Early Warning, and Supply ChainManage Manpower forecasting and Hiring & Recruitment for the accountGoal-setting, career planning and people developmentUndertaking responsibilities of removing less logical procedures in processes, thereby reducing processing time; identifying improvement areas and implementing adequate measures to maximize customer satisfaction levelSupervising customer service operations for rendering and achieving quality services; facilitating first line customer support by answering queries & resolving issues within TATIdentifying & implementing changes to build team effectiveness, cohesion, motivation and driving employee engagement initiativesBangalore center was awarded as the global LEI champion for Q2 – 2016 - 2017 and Q4 – 2017 – 2018. Show less

Worked for a North American Bank, managed the day to day activities of the account. Managed a head count of 60+.Responsible for developing / setting up / managing Standard Operating Procedures as per internal and contractual requirements Responsible for managing day-to-day Operations, Service Level Agreements and Service Delivery. Responsible for driving Call Centre Employee Satisfaction.Identify and co-ordinate with supply chain to manage the required headcount for the… Show more Worked for a North American Bank, managed the day to day activities of the account. Managed a head count of 60+.Responsible for developing / setting up / managing Standard Operating Procedures as per internal and contractual requirements Responsible for managing day-to-day Operations, Service Level Agreements and Service Delivery. Responsible for driving Call Centre Employee Satisfaction.Identify and co-ordinate with supply chain to manage the required headcount for the business for Bangalore.Awarded as the global CEI champion for Q2 – 2013 - 2014 and Q3 – 2013 – 2014.Bangalore was awarded the best center for YOY improvement on Net Promoter Score (CEI).Achieved highest Sales for the client amongst the global sales activity. Closed at 143% in sales. Show less

Worked as Unit Manager handling a team size of 15 associates.Was awarded as the Best Unit Manager for the year 2009 & 10. Have received lots of appreciation from the clients for the YTD performances.• 1)ISO & Compliance SPOC for the Line of Business and was in charge of external and internal audits and audit governance.2) Have gone through four external audits with ‘zero’ observations (Non-Compliance). 3) Improved Compliance scores from 92% to 99% in 6 months.4)In charge of… Show more Worked as Unit Manager handling a team size of 15 associates.Was awarded as the Best Unit Manager for the year 2009 & 10. Have received lots of appreciation from the clients for the YTD performances.• 1)ISO & Compliance SPOC for the Line of Business and was in charge of external and internal audits and audit governance.2) Have gone through four external audits with ‘zero’ observations (Non-Compliance). 3) Improved Compliance scores from 92% to 99% in 6 months.4)In charge of employee forums for the line of business and have Coordinated with senior leadership team and support functions to arrange skip meetings.5)Supervise performance and coach associates to come up the learning curve and to overcome hurdles; hired the qualified staff for the process and arranged different training programs, motivated employees in achieving company’s objectives and targets. 6)Hands on experience with IEX, Viewer Cisco Phone & MS Office. Profiles include scheduling, career planning and performance management. Show less

Worked with a US based Bank in the customer service department and then moved to North American Bank providing financial advise to customers on their banking.

Was working as a Fraud Analyst for a US based Bank, dealing with credit card frauds.Preventing fraud on customers account.