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
AMADEUS
HOUSTON CONTROL
ANYWHERE 365
POWER BI TOOL
MICROSOFT OFFICE
STRATEGIC PLANNING
STAFF MANAGEMENT
NEGOTIATION SKILLS
OPERATIONS MANAGEMENT
Websites
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