GURNEET KAUR
Indianapolis
Summary
Strategic Senior Operations and People Leader with progressive experience leading customer service, HR operations, onboarding, financial services, and enterprise operations. Expertise in leading cross-functional teams, driving organizational change, improving customer experience, building vendor partnerships, coaching leaders, optimizing operational performance, and influencing executive stakeholders. Known for creating scalable processes, improving employee engagement, and delivering exceptional service in fast-paced, highly regulated environments.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Senior HR Generalist and Onboarding Lead
Infosys BPM
01.2021 - Current
- Lead enterprise onboarding, HR operations, and talent acquisition strategies supporting large-scale business operations.
- Provide leadership to cross-functional teams while coaching managers and employees to improve performance, engagement, and service delivery.
- Partner with executive leadership, vendors, clients, and business stakeholders to execute strategic workforce initiatives.
- Drive operational excellence through automation, process redesign, KPI management, and continuous improvement initiatives.
- Lead organizational change initiatives and resolve complex escalations while maintaining exceptional customer satisfaction.
- Influence executive decision-making through reporting, workforce insights, and strategic recommendations.
- Build collaborative relationships across HR, IT, Facilities, Finance, and external vendor partners.
- Partnered with client executives and cross-functional teams to enhance service delivery and achieve business outcomes.
Mortgage Fulfillment Operations Leader
Infoys BPM - Pennymac
01.2021 - 01.2022
- Led mortgage fulfillment operations supporting a high-volume mortgage servicing client while ensuring regulatory compliance and quality standards.
- Managed team performance, coached employees, and improved productivity through process optimization and workflow enhancements.
- Partnered with client leadership to resolve escalations, improve customer experience, and deliver operational excellence.
- Monitored KPIs, implemented continuous improvement initiatives, and drove efficient service delivery.
Area Manager
Amazon
05.2020 - 11.2020
- Directed daily operations for a high-volume fulfillment organization focused on safety, quality, productivity, and customer satisfaction.
- Led frontline leaders, developed talent pipelines, and improved operational execution through coaching and performance management.
- Collaborated across multiple business functions to achieve operational and customer service goals.
- Championed continuous improvement initiatives that enhanced productivity and employee engagement.
Relationship Banker
Huntington National Bank
04.2019 - 05.2020
- Managed an extensive portfolio of consumer and business relationships through consultative financial solutions.
- Consistently delivered exceptional customer experiences while strengthening long-term client relationships.
- Partnered with internal specialists to deliver comprehensive financial solutions and exceed performance objectives.
- Maintained regulatory compliance while balancing business growth and customer advocacy.
Lead Teller Operations Specialist
JPMorgan Chase
09.2014 - 12.2017
- Managed operational risk and cash controls while ensuring compliance and enhancing customer experience initiatives.
- Led branch operations and daily service execution while mentoring and developing frontline employees.
- Coached employees to enhance service excellence and operational consistency, contributing to improved sales performance.
- Collaborated with branch leadership to streamline workflows and boost client satisfaction.
Education
Bachelor of Science - Information Technology
Purdue School of Engineering and Technology
01.2017 - 05.2020
Skills
- Executive Leadership
- Customer Experience
- Customer Success
- People Leadership
- Vendor Management
- Operations Management
- Shared Services
- HR Operations
- Talent Acquisition
- Employee Experience
- Change Management
- Continuous Improvement
- Executive Stakeholder Management
- Process Optimization
- Compliance
- Workforce Planning
Timeline
Senior HR Generalist and Onboarding Lead
Infosys BPM
01.2021 - Current
Mortgage Fulfillment Operations Leader
Infoys BPM - Pennymac
01.2021 - 01.2022
Area Manager
Amazon
05.2020 - 11.2020
Relationship Banker
Huntington National Bank
04.2019 - 05.2020
Bachelor of Science - Information Technology
Purdue School of Engineering and Technology
01.2017 - 05.2020
Lead Teller Operations Specialist
JPMorgan Chase
09.2014 - 12.2017