Narendra Singh Gurung

• Delivered examination programs generating revenue exceeding ₹65 crore each year.
• Directed nationwide operations supporting over 1.5 million digital examination transactions annually across secure testing platforms.
• Managed cross-functional teams, vendors, and technology partners to establish national testing infrastructure supporting digital examination transactions.
• Implemented operational governance frameworks ensuring complete compliance through all exam processes.
• Developed long-term business strategies aligning with market trends and customer needs to enhance operational effectiveness.
• Led strategic initiatives focused on improving client engagement and satisfaction.
• Negotiated contracts with vendors for services, products, and supplies to optimize costs.
• Managed supply chain logistics to ensure timely delivery of products and services.
• Created communication strategies that improved collaboration among management and employees, fostering a cohesive work environment.

• Led banking cash logistics operations supporting multiple banking clients across ATM networks and cash-in-transit services.
• Oversaw ATM cash replenishment, cash pickup & deposit, and doorstep banking operations under RBI compliance frameworks.
• Implemented reconciliation improvements achieving 99% FLM cash accuracy and 50% reduction in ATM service complaints.
• Delivered 35% EBIT margin through operational efficiency and cost optimization initiatives.
• Managed cash logistics for 12+ banks covering 1200 ATMs and 120+ client touchpoints daily.
• Managed service pricing and contract negotiations to drive revenue growth.
• Examined operations for inefficiencies, eliminated waste, and renegotiated contracts to lower costs.
• Revitalized business plans and realigned objectives to enhance profitability.
• Delivered speeches and attended industry conferences to promote company image and engage with buyers.
• Led direct and indirect workforce of 500+ employees across operations, logistics, and security functions.
• Ensured operational risk mitigation and regulatory compliance across banking service delivery operations.
• Participated in round table discussions to brainstorm business strategies.

• Managed financial services BPO operations for global clients, focusing on collections and back-office processing improvements.
• Led a workforce of 250+ and 13 operational managers across multiple process programs, enhancing team collaboration and performance.
• Transitioned 110 FTE financial processes from Philippines to India, streamlining operations and enhancing service delivery.
• Implemented workforce planning, KPI governance, and process optimization initiatives.
• Mentored senior leaders to strengthen decision-making capabilities within the organization.

• Led branch operations, increasing sales and improving client retention for high-net-worth individuals.
• Administered policy issuance, claim payments, underwriting, and customer service, ensuring timely and accurate processing.
• Managed new business logins and end-of-day bank reconciliation processes for operational efficiency.
• Resolved customer escalations promptly to maintain satisfaction within specified turnaround times.
• Coordinated project management for Dispatch Management Service to optimize courier tracking.
• Accelerated KYC decisions for prospective customers as an underwriter.
• Automated underwriting processes by integrating online scanning of application forms and KYC documents.
• Ensured compliance with ISO regulatory standards across all branch operations.

Streamlined end-to-end cash application process, enhancing accuracy and timeliness of payment postings.

• Executed high-volume financial transactions, including ACH, wire transfers, Fedex, credit card receipts, and check payments.
• Managed payment allocation and reconciliation for customer accounts to maintain financial accuracy.
• Resolved unapplied payments and discrepancies, achieving precise ledger reconciliation.
• Supported month-end financial close and maintained audit readiness for compliance with financial controls.