FINANCIAL SERVICES Operations & Quality Leader

TRUPTI THAKKAR

847-***-**** ******.*.*******@*****.***

OPERATIONS & QUALITY LEADER CUSTOMER EXPERIENCE OPERATIONAL EXCELLENCE FINANCIAL SERVICES

EXECUTIVE PROFESSIONAL SUMMARY

Results-driven financial services leader with 20+ years of progressive experience spanning operations management, quality assurance, customer experience, credit operations, risk management, regulatory compliance, and people leadership. Proven ability to lead teams, strengthen operational controls, improve service quality, identify and mitigate risk, and execute strategic process improvements within complex, highly regulated banking environments.

Experienced in translating business objectives into measurable operational strategies through KPI management, quality governance, performance management, root cause analysis, process optimization, and continuous improvement. Trusted partner to senior leaders and cross-functional stakeholders, with a demonstrated ability to build high-performing teams, develop talent, improve customer outcomes, and drive accountability across operational functions.

Leadership experience includes supporting 24x7 domestic and offshore operations, developing quality and performance frameworks, strengthening audit and compliance readiness, implementing customer interaction monitoring programs, and using data-driven insights to improve operational performance. Known for a collaborative leadership style, strong business judgment, attention to detail, and ability to turn complex operational challenges into practical solutions.

LEADERSHIP & FUNCTIONAL EXPERTISE

Operations Leadership

Operations Management

Operational Excellence

Workforce & Performance Management

Service Delivery

Workflow Optimization

Business Process Management

Change Management

Strategic Execution

Quality, Risk & Compliance

Quality Assurance & Quality Control

Quality Governance

Regulatory Compliance

Risk Management

Internal Controls

Audit Readiness

Root Cause Analysis

Corrective & Preventive Action

Customer Experience

Customer Experience Strategy

Voice of Customer

Contact Center Quality

Customer Interaction Monitoring

Escalation Management

Service Quality Improvement

Customer Journey Improvement

People Leadership

Team Leadership & Development

Talent Development

Employee Coaching & Mentoring

Performance Management

Employee Engagement

Cross-Functional Collaboration

Capability Development

Data, Analytics & Continuous Improvement

KPI Development

Quality Metrics

Performance Dashboards

Trend Analysis

Data-Driven Decision Making

Process Improvement

Continuous Improvement

SOP & Procedure Development

PROFESSIONAL EXPERIENCE

CITIBANK — Transaction Manager

September 2025 – August 2026

Managed end-to-end review and validation of loan documentation, ensuring transactions met regulatory, risk, compliance, and internal control requirements.

Conducted detailed quality and risk reviews to identify documentation gaps, discrepancies, and potential processing issues before transaction approval.

Partnered with relationship managers, credit officers, underwriters, and operations teams to resolve issues, improve processing efficiency, and meet transaction timelines.

Maintained accuracy and integrity of customer and lending documentation while supporting audit readiness and operational controls.

Identified recurring documentation issues and opportunities to reduce rework, processing delays, and operational risk.

Monitored document lifecycle requirements and coordinated timely renewals to maintain ongoing compliance.

Protected confidential customer information through adherence to privacy, information security, and data protection requirements.

JPMORGAN CHASE — Operations Quality Manager

February 2022 – May 2025

Led a quality assurance team responsible for evaluating operational performance, customer experience, regulatory compliance, and risk controls across multiple business functions.

Established quality governance frameworks, scorecards, monitoring programs, and performance standards to improve operational consistency and strengthen controls.

Leveraged NICE Quality Monitoring to evaluate customer interactions across phone, email, and chat channels and identify opportunities to improve service quality, compliance, and customer outcomes.

Analyzed KPIs, quality metrics, operational trends, and customer interaction data to identify root causes and provide actionable recommendations to senior leadership.

Partnered with business, operations, training, technology, and cross-functional teams to implement process improvements that reduced errors, rework, and service delivery gaps.

Developed performance reporting and dashboards that improved visibility into quality, productivity, compliance, and operational performance.

Coached and developed employees and leaders through targeted performance feedback, trend analysis, and individual development strategies.

Identified emerging operational risks, compliance gaps, and capability needs through quality monitoring and root cause analysis.

Supported the development and operation of 24x7 offshore customer service capabilities, balancing workforce performance, quality, compliance, productivity, and customer experience.

Served as a subject matter expert and strategic partner on quality, customer experience, compliance, and operational excellence initiatives.

Supported audit and regulatory readiness through governance, documentation, quality controls, monitoring, and risk identification.

Selected Leadership Impact

Trusted by leadership as a subject matter expert in quality, operational excellence, customer experience, and compliance.

Contributed to business-critical transformation and process improvement initiatives designed to improve efficiency, reduce rework, and strengthen operational controls.

Strengthened the connection between quality monitoring, employee performance, customer experience, and business objectives.

Helped build scalable operational capabilities supporting continuous customer service coverage.

JPMORGAN CHASE — Operations Quality Analyst

January 2012 – February 2022

Conducted quality audits and operational assessments to evaluate adherence to regulatory requirements, internal policies, controls, and customer service standards.

Evaluated customer interactions, credit processes, and operational activities to identify risk, performance gaps, customer experience opportunities, and process inefficiencies.

Developed quality standards, evaluation criteria, training materials, procedures, and documentation to improve consistency and employee performance.

Collaborated with business partners to develop test scripts, quality controls, process validations, and implementation requirements for operational initiatives.

Delivered coaching and performance feedback to improve employee effectiveness, credit quality, compliance, and service performance.

Produced quality reports and trend analyses that provided leadership with actionable insights for operational decision-making.

Participated in process transformation initiatives focused on customer experience, operational efficiency, compliance, and risk mitigation.

Supported root cause investigations and corrective action planning to address recurring quality issues and improve sustainable process performance.

Built strong relationships with operations and business partners and became a trusted resource for quality, controls, and process improvement.

JPMORGAN CHASE — Data Processor

October 2009 – December 2011

Processed high-volume credit card applications and account maintenance requests while consistently meeting quality, productivity, and compliance expectations.

Verified customer information and documentation to ensure data accuracy and adherence to established policies and procedures.

Performed quality reviews and identified opportunities to improve processing accuracy, efficiency, and turnaround time.

Partnered with operational teams to resolve discrepancies and improve workflow execution.

Consistently achieved performance objectives in a fast-paced, high-volume banking environment.

JPMORGAN CHASE — Senior Collector

October 2005 – October 2009

Managed delinquent consumer accounts and developed resolution strategies that balanced financial outcomes, customer needs, and regulatory requirements.

Negotiated payment arrangements and account resolutions while maintaining compliance with company policies and applicable regulations.

Analyzed account histories and customer circumstances to determine appropriate collection and resolution strategies.

Consistently achieved performance targets through effective communication, negotiation, problem-solving, and customer relationship management.

Helped customers identify workable solutions while managing financial and operational risk.

JPMORGAN CHASE — Sales & Service Associate

November 2001 – October 2005

Delivered customer-focused banking services while managing consumer deposit accounts, lending applications, and account servicing activities.

Assessed customer needs and recommended appropriate banking products and services to support relationship growth and customer satisfaction.

Ensured accurate documentation and compliance throughout account opening and consumer lending processes.

Built strong customer relationships and contributed to retention, satisfaction, and branch performance objectives.

Supported sales and service goals through needs-based conversations, relationship management, and operational excellence.

EDUCATION

Associate Degree in Accounting

Harper College

CERTIFICATIONS

Certified Quality Assurance Professional (CQAP)

Six Sigma Green Belt

LEADERSHIP & COMMUNITY INVOLVEMENT

Chairperson — AsPIRE (Asian Professionals Inspiring Respect and Excellence)

Led employee engagement and professional development initiatives focused on career development, cultural awareness, inclusion, and community outreach.

Partnered with senior leadership to promote employee engagement and foster a collaborative and inclusive workplace culture.

Organized networking, mentoring, and professional development programs supporting employee growth and organizational objectives.

TECHNOLOGY

Quality & Operations: NICE Quality Monitoring TSYS TS2 HP Systems

Analytics & Productivity: Microsoft Excel (Advanced) Microsoft PowerPoint Microsoft Office Suite

INDUSTRY EXPERTISE

Banking Operations Financial Services Credit Operations Customer Experience Quality Assurance Risk & Compliance Contact Center Operations Operational Excellence Process Improvement

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