Hi, I’m
Surender Singh
Operations Manager
New Delhi
Summary
Seasoned Operations Manager and talented leader with 13 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
13
years of professional experience
3
years of post-secondary education
Work History
American ExpressGurgaon
Operations Manager
02.2014 - 12.2024
Job overview
- Successfully lead and manage a team of 45 analysts and 4 team leaders across multiple client accounts, ensuring alignment with diverse client goals.
- Oversee daily chargeback audits and transaction volumes to improve win ratios and drive operational efficiency.
- Analyze and report on win/loss metrics for three major clients, providing strategic insights and performance updates during client meetings and annual town halls.
- Identify chargeback process gaps and recommend enhancements, including automation and robotics solutions, to improve accuracy and reduce costs.
- Drive innovation and process improvements by developing robust reporting systems and implementing tailored client solutions.
- Lead the onboarding and go-live implementation of new clients for chargeback and data import processes.
- Monitor analyst performance and development, offering regular coaching, feedback, and structured growth opportunities.
- Own governance and quality control standards through a focus on process excellence, consistently improving operations and compliance.
- Conduct regular performance reviews and implement targeted action plans to address development needs.
- Facilitate seamless cross-functional collaboration through effective communication and leadership.
- Manage hiring, onboarding, and training processes to meet evolving business needs.
- Develop and execute customer satisfaction strategies, fostering strong client relationships.
- Implement quality control systems and analyze operational data to improve consistency, mitigate risks, and enhance productivity.
- Oversee inventory and supply chain operations to ensure timely, accurate service delivery.
- Lead initiatives to improve workplace culture, employee engagement, and retention through leadership and continuous improvement.
- Negotiate with vendors for favorable pricing and service terms, strengthening partnerships.
- Maintain operational budgets, consistently delivering projects on time and within financial targets.
- Champion workplace safety and sustainability initiatives, significantly reducing incidents and environmental impact.
- Train and guide team members to uphold high productivity, performance, and service standards.
- Act as escalation point for complex customer issues, supporting front-line staff and ensuring client satisfaction.
Bank Of AmericaGurgaon, India
Analyst
01.2012 - 01.2014
Job overview
- Debit Banking queries & resolution
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Education
Guru Gobind Singh Indraprastha UniversityDelhi
Bachelors of Journalism & Mass Communication from Journalism And Mass Communication
08.2008 - 08.2011
Skills
Process Optimization
Strategic Problem Analysis
Service Excellence
Performance Assessment
Workflow Streamlining
Process Performance Tracking
Quantitative Assessment
Comprehensive Reporting on Performance Metrics
Performance Indicator Tracking
Business planning
Planning and implementation
Workflow optimization
Organizational Strategy
Performance management
Incidents management
Client relationships
Accomplishments
- Completing Aspire leadership programme.
- Saved the client $2M by aggressively reviewing the lost chargebacks and frequent follow up with the processors.
- Achieved global appreciation by innovating time saving tools with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Collaborated with team of 32 team leaders to organize a townhall for about 450 analysts.
Timeline
Operations Manager
American Express
02.2014 - 12.2024
Analyst
Bank Of America
01.2012 - 01.2014
Guru Gobind Singh Indraprastha University
Bachelors of Journalism & Mass Communication from Journalism And Mass Communication
08.2008 - 08.2011
Personal Information
Hobbies: Outdoor one is Cricket. Played for Amex corporate team as well., Volunteering & community involvement.