SHUBHAM SINGH
Deputy Manager
Noida
Summary
Results-driven Deputy Manager with over 3 years of experience in risk mitigation, fraud analysis, and team leadership within the banking sector. Proven track record of reducing customer escalations by 30%, improving customer satisfaction scores by 15%, and increasing operational efficiency by 20%. Adept at leading cross-functional teams — currently managing three audit teams (Repeat, Adequacy, IO Audits) — and aligning their performance with strategic business goals. Skilled in stakeholder management, process optimization, and data-driven decision-making, with a consistent 90%+ stakeholder satisfaction rate. Highly organized and methodical in optimizing team coverage and resource allocation to meet operational demands and compliance standards.
Overview
4
4
years of professional experience
2021
2021
years of post-secondary education
2
2
Languages
Work History
Deputy Manager
NetImpact Solutions Private Limited
01.2025 - Current
- Team Leadership: Managing 3 specialized audit teams - Repeat, Adequacy, and IO Audits - with 4 members each, ensuring alignment with internal compliance protocols.
- Performance Monitoring: Tracking and analyzing audit findings to improve team efficiency, compliance, and accuracy.
- Strategic Oversight: Coordinating across departments to streamline audit processes and reduce turnaround time.
- Risk Management: Identifying and addressing fraud and operational gaps through structured audit reporting and root cause analysis.
- Stakeholder Collaboration: Liaising with senior leadership to present audit outcomes and recommend actionable process improvements.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
Assistant Manager
NetImpact Solutions Private Limited
02.2023 - 12.2024
- Reduced Escalations: Decreased customer escalations by 30% through the implementation of effective risk mitigation strategies.
- Enhanced Service Quality: Achieved a 15% increase in customer satisfaction scores by overhauling the service recovery process and improving response times.
- Operational Efficiency: Improved operational efficiency by 20% by identifying and implementing key process improvements within the escalation handling system.
- Team Productivity: Led a team to achieve a 95% on-time task completion rate, enhancing overall productivity and meeting project deadlines consistently.
- Stakeholder Communication: Maintained an average stakeholder satisfaction score of 90% by ensuring open and effective communication, aligning with business objectives.
- Training and Development: Developed and conducted training sessions for team members, resulting in a 20% improvement in service delivery metrics.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Executive
Adroit Global Personnel Services
10.2021 - 12.2022
- Customer Assistance: Successfully assisted customers per month with their banking needs, maintaining a 98% customer satisfaction rate.
- Product Promotion: Increased cross-selling of banking products by of the team, contributing to a significant boost in revenue.
- Customer Inquiry Handling: Resolved 95% of customer inquiries on the first contact, enhancing overall customer experience and reducing follow-up interactions.
- Customer Feedback Analysis: Analyzed customer feedback to identify areas for improvement, resulting in a 15% increase in positive customer reviews.
- Efficiency Improvement: Implemented a new workflow for handling customer complaints, reducing resolution time by 20% and improving customer satisfaction.
- Service Excellence: Consistently recognized as a top performer in customer service, receiving multiple commendations from both clients and management.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Established long-term client relationships through consistent delivery of high-quality services.
Education
Bachelor of Commerce - Commerce
Kanpur University
Intermediate - Science
N.L.K Inter College
Skills
Advanced Excel
Accomplishments
- Resolved product issue by sharing process insight.
- Achieved 10+ Hall of fame last year by giving more than 95% productivity with accuracy and efficiency.
- Collaborated with team of CNO, PNO, MD Escalation desk to reduce customer's escalation.
- Documented and resolved different product issues which led to lesser customer escalation.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 3 Service Recovery Departments.
Timeline
Deputy Manager
NetImpact Solutions Private Limited
01.2025 - Current
Assistant Manager
NetImpact Solutions Private Limited
02.2023 - 12.2024
Executive
Adroit Global Personnel Services
10.2021 - 12.2022
Intermediate - Science
N.L.K Inter College
Bachelor of Commerce - Commerce
Kanpur University
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