Santosh Pandey
Operation Manager
Bengaluru
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Operation Manager – UK MKPL-Belgium
Amazon Pvt Ltd
10.2024 - Current
- Led change management initiatives, achieving 85% employee buy-in and engagement during the transition to new operational frameworks
- Implemented automation tools that improved efficiency by 20%, streamlining catalog management processes
- Fostered collaboration across departments, resulting in a 20% improvement in project turnaround times
- Increased operational efficiency by 15%, leading to increase number of training resulting improved team productivity
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Assistant Manager – US MORTGAGE CITIZENS BANK N.A
Infosys BPM Ltd
04.2022 - 09.2024
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Team Leader - US MORTGAGE
Citizens Bank N.A
10.2020 - 03.2022
- Proactively develop and maintain a good relationship with other lines of business within the engagement and with external referral sources such as other Team Leaders and Managers
- Working with bank for origination of US mortgage handling Disclosure, Re-disclosure and Purchase & Sales review
Supervisor
Societe Generale & Citizens Bank N.A
11.2016 - 09.2020
- Ensuring that appropriate staffing levels are always maintained and that there is a certain level is slack in the system to cover busy periods
- Facilitate stakeholder meetings on a daily/weekly basis
- Providing daily feedback on performance to junior members of staff
Subject Matter Expert (SME)
RBS Business Services
10.2014 - 10.2016
- Ability to work well with all levels of organization
- Prioritizing important tasks and ensuring their timely resolution
Sr. Business Analyst
RBS Business Services
10.2013 - 10.2014
- Reviewed and analyzed online banking check transactions to determine fraud activity
- Executed and performed client services, which included, client calls, transactions processing, inquiry response, research, account maintenance and analyzing customer questions, requests, and problems
Business Analyst
RBS Business Services
05.2012 - 10.2013
- Ensured accurate and timely statement processing through efficient compilation of Borrower’s information and statement amount verification
- Maintained clients file of statements as per client requirements
Education
Executive MBA - Operation Management
We School
MBA - Finance
SHIATS University
01.2014 - 01.2016
B.A - Arts
VSSD College
Kanpur, U.P 01.2006 - 01.2009
Matrix - undefined
PVM Inter College
Intermediate - undefined
PVM Inter College
Skills
Quick decision maker
Customer service
Business development
Project management
Customer relationship management (CRM)
Documentation and reporting
Disclaimer
I hereby declare that the above provided information is the best of my knowledge.
Experience Years
12
Certification
Lean Six Sigma Green Belt Certification (LSSGB) - IASSC Lean Six Sigma Certification Board.
Timeline
Operation Manager – UK MKPL-Belgium
Amazon Pvt Ltd
10.2024 - Current
Assistant Manager – US MORTGAGE CITIZENS BANK N.A
Infosys BPM Ltd
04.2022 - 09.2024
Team Leader - US MORTGAGE
Citizens Bank N.A
10.2020 - 03.2022
Supervisor
Societe Generale & Citizens Bank N.A
11.2016 - 09.2020
Subject Matter Expert (SME)
RBS Business Services
10.2014 - 10.2016
MBA - Finance
SHIATS University
01.2014 - 01.2016
Sr. Business Analyst
RBS Business Services
10.2013 - 10.2014
Business Analyst
RBS Business Services
05.2012 - 10.2013
B.A - Arts
VSSD College
01.2006 - 01.2009
Matrix - undefined
PVM Inter College
Intermediate - undefined
PVM Inter College
Executive MBA - Operation Management
We School
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