Harleen Kaur

• I was hired as Operations Team Manager for a team of backoffice serving UK car insurance customers on emails. Later looking at my potential, i was offered a role of Communications in People Service Team.
• Profile got enriched when other aspects got added to it like Great Place to Work survey from strategy making to writing Culture audit that showcase company best practices unique in industry and help Great Place to Work rank the company in India's Best workplaces. Company received various awards in different categories basis the picture of the company depicted through Culture audits.
• Few more aspects got added to the profile when shown keen interest in learning. Event Management is one big profile added to the role. I am responsible to organize all internal and external events for the company.
• Looking at the highest integrity levels in conducting day to day work, the most critical aspect of the profile was added to the role. Vendor Management and Procurement came out as big challenging parts of the role which were accepted gracefully and all requirements and targets were met within deadlines.
• Travel Management added to the role when travel was resumed after Covid. All travel arrangements including hotel bookings, transfers etc done for all travelers to India and from India. Handling the role as one stop solutions that includes all co-ordination and support for all travel needs.
• Corporate Social Responsibility was also part of this role that included identifying NGOs recommended by NASSCOM, assessing if they are meeting all required standards and conducting volunteering activities to ensure site level targets are met.
• Co-ordination of all high level meetings with senior management, publishing their minutes and tracking open action along with creating packs to present.
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I started working in FIS as Dispute Analyst for American Express credit card holders. The profile was to analyze end to end disputes raised by Cardholder with merchants and settle them basis all evidences or supporting documents provided by Card holder and merchant. In four years, i was promoted as a Team Coach and in year 2014, i was promoted again as a Team Leader.

As a Team Leaders the responsibility was to ensure, team meets productivity and efficiency targets. The part of responsibilities was to track Customer satisfaction score and NPS analysis along with quality monitoring. Looking at my expertise on process, I was handed over a team of 32 non performing agents from the entire floor with a target to help them start performing. After immense hard work of 6 months, team was taken on the payroll of American Express directly.