Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Gurdeep Singh

Gurdeep Singh

Manager
New Delhi

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

12
12
years of professional experience
3
3
years of post-secondary education
3
3
Certifications

Work History

MANAGER

SAXO BANK
06.2021 - 11.2023
  • Investigated activities of institutions to enforce laws and regulations, assessing legality of transactions and operations or financial solvency.
  • Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures to AML.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Launched quality assurance practices for each phase of development
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Launched new products and services with thorough market research, leading to increased revenue growth.
  • Cross-trained existing employees to maximize team agility and performance.
  • Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
  • Provide Investment Banking Solutions to our Swiss/Global Clients
  • Client Services is responsible for addressing live/case-based queries from clients
  • Manage schedule for the team and monitor the live volume
  • Screening interviews, Onboarding assistance to new employees
  • Bi-Weekly Catchups with the Learning team to address the Knowledge and Training Gaps for the team
  • Perform Quality checks to comply with the company policies
  • Performance review and feedback input for individuals on the Performance Management Tool
  • Developing different work strategies for the staff to constant focus on efficiency
  • Negotiate the capacity distribution among global leads
  • Bi-Weekly connect with HR Business partner to discuss the business requirements and the other resourcing challenges
  • Implement discipline on audit preparedness
  • Adhering to KPI Targets, SLA's and using the Power Bi/CRM to its full potential
  • Acting as first line of defense on conflicts and GDPR escalations
  • Maximized performance by monitoring daily tasks & mentoring team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

SR. ASSOCIATE

TELEPERFORMANCE
09.2020 - 06.2021
  • Streamlined e-commerce processes, improving customer satisfaction and increasing sales revenue.
  • Provided professional services and support in a dynamic work environment.
  • Maintained accurate personnel records in compliance with data privacy regulations.
  • Making sure client privacy and confidentiality is not breached
  • Four Eye checks on the settlement for US based Clients.

ASSISTANT MANAGER

QUAMPETENCE BUSINESS SOLUTIONS PVT. LTD.
02.2019 - 07.2020
  • Increased business travel sales by implementing effective strategies and building strong client relationships.
  • Identify training needs of staff not achieving Sales target and take remedial action by structuring individual development plans and solutions
  • Collaborated with marketing department to create appealing promotions, resulting in higher customer engagement rates.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Analyzed sales data regularly to recognize patterns, capitalize on opportunities, and address areas of concern within the team''s performance metrics.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Cultivated a positive work environment through fostering teamwork, open communication channels among staff members contributing towards higher employee satisfaction and retention rates.

TEAM LEADER

IGT SOLUTIONS
11.2018 - 02.2019
  • Lead and manage a Sales team delivering departmental and Key Performance Indicators including Sales Targets, AHT and Quality Targets
  • Managing and Ensuring Service Level and Lost Call Rate Targets are met
  • Identify training needs of staff not achieving target and take remedial action by structuring individual development plans and solutions
  • Carry out performance management of staff by conducting regular one to one's and performance reviews.
  • Mentored junior team members, providing guidance on best practices for achieving optimal performance levels consistently.
  • Conducted regular reviews of team members'' performance, identifying areas of development and offering constructive feedback.

TEAM LEADER

ARVATO BERTELSMANN INDIA
10.2013 - 11.2018
  • Lead and manage a team delivering departmental and Key Performance Indicators including CSAT, AHT and Quality Targets
  • Managing and Ensuring Service Level and Lost Call Rate Targets are met
  • Identify training needs of staff not achieving target and take remedial action by structuring individual development plans and solutions
  • Carry out performance management of staff by conducting regular one to one's and performance reviews
  • Motivating the team to achieve high standards and KPI targets
  • Extract executive daily and weekly reports on adherence and live performance
  • Dealing with and resolving problems and issues which arise
  • Empower staff to take ownership and responsibility, allowing personal growth and development.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.

CLIENT SERVICE ASSOCIATE

IMSI Business Solutions
12.2011 - 08.2013
  • Handled high-pressure situations with professionalism and composure, demonstrating resilience in overcoming challenges common within the 3rd party debt collection industry.
  • Working as a primary level of contact to the client in providing the first call resolution
  • Assisting the supervisor with the daily and the weekly call schedule distribution
  • Mentoring the new team members and helping them get familiar with the process
  • Collecting or settling the debts for US based clients
  • Making sure client privacy and confidentiality is not breached
  • Four Eye checks on the settlement form before execution.


Education

BACHELOR OF ARTS - Asian History

HIMALAYAN GARHWAL UNIVERSITY
Uttrakhand
06.2018 - 05.2021

Skills

SWIFT

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Certification

ADVANCED EXCEL

Timeline

MANAGER

SAXO BANK
06.2021 - 11.2023

SR. ASSOCIATE

TELEPERFORMANCE
09.2020 - 06.2021

ASSISTANT MANAGER

QUAMPETENCE BUSINESS SOLUTIONS PVT. LTD.
02.2019 - 07.2020

TEAM LEADER

IGT SOLUTIONS
11.2018 - 02.2019

BACHELOR OF ARTS - Asian History

HIMALAYAN GARHWAL UNIVERSITY
06.2018 - 05.2021

TEAM LEADER

ARVATO BERTELSMANN INDIA
10.2013 - 11.2018

CLIENT SERVICE ASSOCIATE

IMSI Business Solutions
12.2011 - 08.2013

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