Kumar Amit Email & Phone Number

Bengaluru, KA, IN

Hyderabad, Telangana, India

• Spearheading a large team of 450+ FTEs across 4 sites both in India & Philippines for Business Process Re-Engineering, Process Modelling & Mapping, Productivity & Efficiency Improvement, Quality Assurance & BPM functions
• Driving the overall strategy, delivery excellence, and customer experience in line with the I&P delivery strategy
• Creating a framework to support changing needs for the business group via Transformation, Automation & Process Maturity
• Evaluating the transformation initiatives for the business and ensuring YTD business targets are achieved

Hyderabad & Philippines

• Establishing a roadmap for enhancing operations to achieve global service standards
• Delivering process breakthrough improvements towards business excellence by adopting business process improvement techniques and ensuring quality compliance
• Initiating & managing complex, departmental work by building a governance model and driving continuous improvement in metrics, SLA, and automation
• Heading cross-functional projects through the discovery and implementation of technology- led solutions to lower costs and improve services
• Directing hiring/staffing to maintain a diverse & effective workforce and ensuring an effective performance management plan for teams
• Assisting DE&I communities; ensuring hiring as per the principles defined by the organization

Pune, Melbourne (Australia) & Gurugram

• Drove all aspects of Service Desk Operations for 250+ FTEs across India & Australia centers
• Optimized quality performance and client satisfaction while achieving $2M cost savings by driving 12+ Lean Six Sigma Green Belt projects in 18 months
• Piloted the launch of Robotic Process Automation (RPA) and control processes to improve overall processing time & utilization
• Successfully launched “Employee Care” program for superior employee satisfaction
• Managed daily operations of the service desk & the service desk team; represented the team to other stakeholders, and ensured that the service desk is constantly developing and improving

United Kingdom & India

• Led the proactive Fraud Prevention Mechanism and Fraud Detection/Investigation process in the business
• Successfully managed the implementation of the Fraud Strategy, Policy & Projects and performed periodic reviews & assessments for all related processes
• Delivered assistance for risk, compliance & operations (Home Team based in UK) to strengthen the front-end verification process
• Worked as a Lead - Fraud Detection/Prevention Transition and accomplished a satisfactory sign-off on all toll gates
• Headed the successful transition/training & offshore operations delivery for Barclay’s Credit Card Consumers
• Led the front-line operations and administrative functions for more than 270 executives, including setting up processes and controls

Gurugram, Haryana, India

• Worked for sales and supported the end customers with technical and non-technical queries
• Provided exceeding levels of CUSTOMER loyalty measured through Net Promoter Score surveys
• Archived end-to-end process optimization study as part of enabling early activation of customers orders
• Recognized & implemented cross-skilling for enhancing the productivity

Gurugram, Haryana, India

• Accomplished sales and aided the end customers with technical & non-technical queries
• Confirmed all technical assistance is provided within the agreed SLA
• Adhered to process compliance through regular audits and checks

Gurugram, Haryana, India

• Administered teams by advising suitable plans and supported all billing queries for both AT&T and Non- AT&T customers
• Improved productivity through regular training, coaching, and feedback
• Designed the Scorecard and Review Mechanism for the population; developed measuring tools & framework

Postgraduate Diploma, Sales And Marketing Operations/Marketing And Distribution Teacher Education, 87%

Bachelor Of Commerce - Bcom, Business/Commerce, General, 83%