Open To Work
Tanya Lamba
Gurugram
Work Preference
Summary
Experienced Operations leader with over 10 years in building high-performing teams in financial services and aviation. Creates structured, people-first environments that enhance team performance and process quality. Focused on problem-solving, team development, and delivering lasting results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
People Leader/Analyst – Control Management
American Express
2025.08 - 2026.05
- Increased team performance by 15% through establishing clear goals and consistent tracking.
- Strengthened risk practices in APAC markets, significantly reducing escalation backlogs.
- Implemented reporting frameworks that ensured compliance and accountability, facilitating better decision-making.
- Identified and resolved sixty percent of process adherence gaps through standardized communication, enhancing overall compliance.
- Optimized issue resolution timelines by improving cross-team coordination.
- Streamlined evaluation processes across operational teams, resulting in improved workflow consistency.
- Mentored emerging leaders to develop leadership capabilities across teams.
Team Leader & Customer Experience Coach
American Express
Gurugram
2022.03 - 2025.08
- Directed a 20+ member cards and lending servicing team, achieving 25% year-on-year improvement in customer satisfaction through outcome-based coaching and continuous feedback culture.
- Redesigned complaint resolution process, reducing resolution time from over five days to 24–48 hours, resulting in 30% reduction and driving eight-point improvement in net promoter score.
- Achieved 66% reduction in processing errors over two quarters through targeted coaching and root cause reviews.
- Collaborated with risk compliance, technology, and operations teams to resolve systemic issues, enhancing global service quality.
- Led cross-functional initiatives to improve employee engagement and performance metrics.
- Developed training programs to cultivate leadership skills among staff.
Senior Manager – Operations & Customer Experience
Tulip Infratech
2021.09 - 2022.02
- Oversaw comprehensive customer experience for premium real estate developer — directed client events, brand partnerships, and relationship management that elevated engagement scores by 28% and increased repeat business by 30%.
Senior Manager – Operations & Marketing
Risland India
2019.09 - 2021.07
- Directed operations and marketing for luxury residential project — propelled 28% revenue growth through HNI partnerships and exceptional client experiences while developing dashboards that provided leadership real-time visibility into sales performance.
Cabin Crew
Vistara Airlines & IndiGo Airlines
2013.04 - 2018.03
- Provided premium service in business and economy cabins, enhancing passenger satisfaction while coordinating onboard safety team and managing in-flight sales.
Education
MBA - Human Resource Management
NMIMS
Mumbai2023-01
BA - Applied Psychology
IGNOU
Noida2017-01
Skills
- Stakeholder management
- Change management
- Risk management
- Process optimization
- KPI tracking
- Operational strategy
- Customer transformation
- High-performance team leadership
- Training development
- Business communication and reporting
- Issue resolution
- Complaint governance
Accomplishments
- Team Leader of the Month — 4× recognition at American Express.
- Tribute Award — Q3 2023 & Q2 2024, American Express (top-tier recognition for operational excellence and people leadership).
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Certification
- Skill Nation-Windows & AI
Timeline
People Leader/Analyst – Control Management
American Express
2025.08 - 2026.05
Team Leader & Customer Experience Coach
American Express
2022.03 - 2025.08
Senior Manager – Operations & Customer Experience
Tulip Infratech
2021.09 - 2022.02
Senior Manager – Operations & Marketing
Risland India
2019.09 - 2021.07
Cabin Crew
Vistara Airlines & IndiGo Airlines
2013.04 - 2018.03
MBA - Human Resource Management
NMIMS
BA - Applied Psychology
IGNOU