Operations Manager

JAGDIP SINGH

Operations Manager

925-***-**** **************@*****.*** linkedin.com/in/jagdip-singh

Detail- oriented operations and project leader 6+ years of experience in team leadership and development. Known as an expert in delivering innovative, reliable, cost-saving solutions and strategies that exceed performance expectations and improve processes, and customer satisfaction. Innovative, analytical and reliable with a proven career utilizing customer insights and business metrics to provide high-quality solutions and operational strategies that improve efficiency and increase employee engagement. Highly praised for work ethic, problem-solving and communication skills, and successful delivery of work. Fluent in English, Hindi and Punjab.

CORE COMPETENCIES

●Business Analysis

●Problem Solving

●Sales Leadership

●Continuous Improvement

●Customer Experience

●Entrepreneurship

●Training & Leadership

●SQL, SOQL, Visual Basic

●Customer CRM Tools, MySQL

PROFESSIONAL EXPERIENCE

BANK OF THE WEST San Francisco, CA 01/2020 – Present

Fraud Operations Manager

●Managed and mentor a team of 6-9 Fraud Investigation Analysts that monitor, detect and respond to fraud activity on high risk customer accounts, and recovered $27M dollars for Q1.

●Hired, lead, coached, and evaluated members of team to perform at a high level and progress toward the achievement of performance goals

●Empowering my team through weekly 1-on-1 meetings, focused on establishing performance plans and personal development, which led to 3 internal promotion in Q1.

●Working Cross-functioning with Risk, Product, Engineering, and Business Process outsourcing to improve customer satisfaction, and operational efficiency.

●Led the development of a new risk scoring platform for faster model deployment that led to addressing new fraud trends rapidly.

●Support our Customer Support Team to craft and iterate on Bank of West’s account suspension, account closure, and suspicious activity escalation protocols.

●Foster a fast-paced culture that encourages innovation, collaboration, and company and customer satisfaction.

LENDINGCLUB San Francisco, CA 09/2017 – 11/2019

Credit Processing Manager

●Lead and train team of 20 Credit Processing Analysts on best practices and procedures that maintained a 1st place ranked team for fiscal year of 2018 issuing $553M.

●Drive teams toward exceeding operational goals including exceeding issuance goal by 40%, using metrics to ensure efficiency, quality, and customer experience in day-to-day Operations.

●Oversee escalation team that serves as first line of defense to drive customer satisfaction.

●Collaborate with business partners in Quality Assurance, Credit, Risk, and Business Process Outsourcing to ensure regulatory compliance, minimize risk, and meet operational production targets.

●Manage cross-functional projects to improve customer satisfaction, operational efficiency, and work quality decreasing turnaround time by 50% and launching new operations in other states.

●Lead development of new products to increase customer approvals leading to $100M+ in revenue.

●Partner with content writers and process analyst to analyze and update policies and processes to increase efficiency.

●Interview and on-boarded 100+ operations specialists per year responsible for mitigating credit and fraud risk throughout lifecycle of client personal loan application.

MACYS San Francisco, CA 10/2012 – 09/2017

Sales Operations Manager

Sales Associate/Sales Supervisor, promoted 2015

●Coached team of 20+ Sales Representatives and Account Manager to increase company profitability by earning $8M in sales.

●Recruited, trained developed new Employees on company policies and procedures, product knowledge, and personal/department productivity goals.

●Developed and implemented business-driving events with 300+ attendees leading to doubled sales goals.

●Reviewed and analyzed business performance of daily, weekly, monthly, seasonal, and annual sales results to determine strategies and areas of need.

●Assisted customers in all aspects of service fulfillment by utilizing proprietary devices and applications; proactively created an enhanced shopping experience through the heightened use of tools, technology and collaboration.

●Ensured proper techniques of monitoring transactions and decreased potential fraudulent transactions by 50%.

●Earned Employee of the Year and Executive of the Year by achieving the 2nd highest sales in the district and 1st in more new accounts in a year.

ADDITIONAL EXPERIENCE

JAMMU CORPORATION 2010

Founder/CEO

●Launched company that has started 2 fully functional restaurants earning $4M in revenue and rated best new restaurant on yelp.

EDUCATION

BACHELOR OF SCIENCE, Finance and Corporate Management California State University, East Bay Hayward, CA

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