Sandeep Kaul Email and Phone Number
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Senior Business Leader with 17 Years of experience in transforming business into high performing units. I bring forth a unique set of capabilities that encompass a thorough end to end understanding of servicing operations across service delivery, quality assurance and training.I have a well established track record of transforming non-performing business units by optimizing perform and profitability. I am recognised as a problem solver and as an ideator who is motivated by solving complex business problems by long term sustainable business and people focused strategies. Businesses I setup and head continue to be industry best performers - benchmarked and ranked amongst its peers across the globe by renowned platforms such as EVEREST, WHICH UK, GREAT PLACE TO WORK, INSTITUTE OF CUSTOMER SERVICE -UK .etc.,My keen sense of business and financial acumen coupled with my passion and energy to devise innovative strategies using progressive technology, root cause analysis, and future-forward solutions continue to generated better than desired outcomes.Domains - Banking & TelecomGeography - UK, USA, and IndiaExpertise in - Process Re-engineering & Transformation | Problem Solving | Performance Management| Setting up Performance & Quality Standards | Complex Client Negotiations & Mandates | Disaster Recovery & Business Continuity Plans | Change & Transition Management | Strategic Planning & Formulation | Service Delivery Management | Compliance & Risk Mitigation Plans | Functional & Profitability Evaluation | Revenue & Financial Oversight | Training & Coaching | Cost Containment Strategies | Data-Driven Analysis & Inferences | Key Stakeholders Management
Osbindia Private Limited
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Head Of LendingOsbindia Private Limited Apr 2019 - PresentBengaluru Area, IndiaSpearheading the Mortgage vertical for the bank and leading the integration workstream to incorporate the business of a newly acquired specialist mortgage bank in line with OSB’s standard of business functioning and setting it up for paced growth and sucesss.
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Senior Operations Manager - Customer ExperienceOsbindia Private Limited Apr 2015 - Apr 2019Moved to Customer Services Operations to lead non-performing business units and transformed them into high performing units, which have now been rated as best in class on performance against peers GICs in the industry year on year (Everest).
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Operations ManagerOsbindia Private Limited Jan 2012 - Apr 2015Joined as a core member of the working committee that led the transformation of the bank from a struggling building society to a profit-making and a challenger bank in the UK banking market.Architecting, directing, and setting up the bank for success with paced growth and smooth operations in alignment with the workforce and customer committed objectives and managed and mitigated risks along with operational documentation to enable consistent, efficient workflows, yielding optimal productivity, and performance.Set up the training function from the ground- up for both India and the UK office by strategizing and formalizing the overall training approach with competency assurance and knowledge management framework. Leading business verticals i.e. Training, CS voice, and web channel (chat and email), processing units, quality, incident, project management.
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Assistant Operations ManagerBarclays Shared Services Pvt. Ltd. Apr 2010 - Jan 2012Noida Area, IndiaLed a Proof of concept (POC) to establish a WebChat channel for the UK retail banking with challenging success criteria.The POC overachieved the success criteria by scoring 98% in CSAT with a 40% sample size, resulting in the induction of WebChat as a formal service channel, boasting a headcount of over 500 resources, presently -
Process TrainerBarclays Shared Services Pvt. Ltd. Apr 2008 - Apr 2010Noida, Uttar Pradesh, IndiaWas amongst the first three employees as a pilot batch for transitioning of UK retail banking helpdesk to BSS India. Setup of Barclays India Operations Training Units for UK Retail Banking at two delivery sites in Noida and Chennai.Transitioned ownership of training content development from the knowledge management team in the UK to India.
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Lead TrainerAegis Bpo Services (Gurgaon) Limited Jan 2007 - Apr 2008New Delhi, Delhi, IndiaLed the training unit for AEGIS’s new hires, new business acquisitions, migrations and sustained its very steep hiring strategy.Spearheaded the Vodafone migration in collaboration with the training and marketing teams of Vodafone for delivering end to end training. Led migration of new business units and processes for formalizing the training and onboarding plan.Planned and strategically integrated the merger of several small companies acquired by Aegis into the internal brand and culture scheme.Conducted corporate induction of newly assimilated employees of acquired companies in collaboration with the HR team. -
Senior Operations Associate - TrainingWipro Bpo Solutions Limited Apr 2005 - Jan 2007New Delhi, Delhi, IndiaWas inducted into training through an Internal Job Posting (IJP) initially as a floor trainer, and eventually took over AM level responsibility.Coordinated across stakeholders globally and within Wipro for migration of L2 helpdesk support services from the US to India. Delivered high throughput churn of 75 – 85% batch on a batch for the new hires and internal movements.Conducted Training Needs Assessments (TNA) for upskilling or refresher training and chalked out the annual training calendar. -
Customer Service RepresentativeWipro Bpo Solutions Limited Oct 2004 - Apr 2005New Delhi, Delhi, IndiaAchieved consistently high customer satisfaction (CSAT) scores of over 96% across the floor.Coordinated across stakeholders globally and within Wipro for migration of L2 helpdesk support services from the US to India.
Sandeep Kaul Skills
Frequently Asked Questions about Sandeep Kaul
What company does Sandeep Kaul work for?
Sandeep Kaul works for Osbindia Private Limited
What is Sandeep Kaul's role at the current company?
Sandeep Kaul's current role is Head of Operations || Shared Services/Offshore GICs || Ex-Barclays/Aegis/Wipro || IIMB || MIT || Columbia Business School || TUCK.
What is Sandeep Kaul's email address?
Sandeep Kaul's email address is sandeep.kaul@aol.in
What schools did Sandeep Kaul attend?
Sandeep Kaul attended Emeritus, Institute Of Marketing And Management - Imm, New Delhi, Greenfields Public School, Delhi.
What skills is Sandeep Kaul known for?
Sandeep Kaul has skills like Training, Management, Project Planning, Staff Development, Employee Engagement, Soft Skills, Performance Management, Training Delivery, Mis, Team Management, Bpo, Talent Acquisition.
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