Pradeep Kumar Jain K

• Ensured achievement of organizational targets by meeting service level agreements with documented quality improvements.
• Engaged with business partners and senior management for strategic process enhancements and automation efforts.
• Directed process management tasks, including Reg Z compliance, internal audits, and security operations.
• Maintained regular communication with automation teams about project statuses and future initiatives.
• Evaluated team performance through established control action policies for behavioral corrections.
• Provided mentorship to team members via various training avenues, enhancing skills development.

Facilitated continuous training to promote knowledge retention and procedural clarity.

• Managed a team overseeing PayPal disputes, analyzing accounts for potential risks.
• Held one-on-one sessions to review performance reports and share process updates.
• Collaborated with workforce teams to develop comprehensive resource management plans.
• Served as operations contact for escalations and policy/process expertise in assigned areas.
• Developed dashboards using Tableau to identify deployment issues proactively.
• Identified productivity trends, facilitating successful transition of processes internationally.
• Regularly audited policies for updates, training the team on new implementations.
  
  

• Implemented COPC standards to achieve COPC certification.
  
• Coordinated with Corporate Quality team to complete Lean and Six Sigma projects.
  
• Led change management initiatives to enhance operational efficiency.
  Published daily operation feedback reports for agents.
• Monitored agent calls in real-time, providing immediate feedback for process improvement.
• Managed a team of 38 non-voice agents for US customer service, ensuring performance metrics were met.

Citibank NA, International Trade

• Managing the DMT (Discrepancies Management Team) and
  authorizing the documents received from clients, to process LC
  (Letter Of Credit).
• Allocating workflow between the team members and training
  the new joiners.
• Preparing the daily MIS for the team and for the entire month.
• Following up with the internal teams for the status of LC.
  Commercial Bank of Qatar is managing the team of the Business Banking unit of LC Commercial Bank of Qatar.

Commercial Bank of Qatar.

• Allocating the database to the team and to get new customers
  for the bank.
• Preparing the daily MIS for the team and for the entire month.
• CSAT Improvisation project
  AHT Improvisation project
  SLA Management
  Monitoring calls of the team and providing feedback.

Citibank N.A., Debit Card Dispute Unit.

• Handling customer’s financial queries, resolving their
  complaints.
• SPOC for completing the MCR “Monthly Control Review” for the
  unit.
• Expert on the tools and applications used in the banking process for the client team.

• Sourced personal loans for UAE expatriates and nationals.
• Provided financial solutions to clients, addressing unique needs.
• Conducted weekly refresher training sessions for team on products and updates.

• Components of various pilot projects in UK, US & Australian markets