I am currently working with American Express Banking Corp . as Manager Operations . Leading operational excellence, ensuring service delivery operations for our clients as well as providing strong leadership to the operations team.
Major Responsibilities: Manage churn/attrition of team members. Ensuring delivery of Extra ordinary customer service to Amex card holders . Maintaining shareholder and employee dashboard metrics and goals. Initiating process improvement by identifying service delivery gaps, offer solutions and successful implement ideas to enhance American Express product services. Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance. Meet regularly with employees to plan their development and evaluate the progress made. Provide development opportunities, coaching and resources.
To be part of of an organization where I can help contribute with my knowledge and skills acquired during my more than ten years of professional experience with fortune 500 companies.
My Responsibilities:Ensure our service delivery levels achieve our contractual commitments, effective Risk Management processes are put in place to minimise operational risksMaximize client satisfaction by ensuring efficient handling of all client requests, issues or disputesCreate and utilise operational metrics to determine areas needing cost reduction, improvement or major new business opportunitiesRegularly review and monitor operational business plans, revenue results and margins versus budgets/targets, addressing areas for improvement by using current action plansContinuously review key performance indicators for all aspects of the operation. Implement, maintain and manage effective and reliable disaster recovery and business continuity plansIdentify and recommend initiatives aimed at effective cost controls while providing maximum value to the company and clientsProvide effective leadership, mentoring and coaching to team members to ensure KPI's and personal objectives are achievedDevelop a culture of quality and superior service. Participate in the implementation of succession planning frameworks and continuous improvement i.e. people, processes and technologYResponsible for any ad-hoc projects as requiredRecommends solutions to customer application questionsMaintains log of problems so that recurring problems can be reported to product developmentBe involved in all systems UAT when assignedBuilds customers' interests in the services and products offered by the companyProvides personalized customer service of the highest level
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