Kishore Singh

Experience

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  ICICI Bank Ltd, Mumbai

  Jan 2004 - Jun 2006

  Relationship Officer (Multi-Skilled Officer)

   Understanding customer requirements for loan on credit card and educating customers with various offers available on credit card. Managing credit card retention team and providing training to the new joiners. Handling credit card retention team and coordinating with them. Responsible for handling of project (Team Website) in close coordination of Relationship Manager. Preparing Quarterly Team Magazine for the department and recommending further enhancements in the process. Taking care of customers’ requests for personal loan/home loan/vehicle loan (Multi-skilled officer). Show less

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  Deutsche Bank Ltd. Mumbai

  Jul 2006 - Sept 2010

  Assistant Manager – Escalation Desk (Customer Care Unit)

   Resolving customer complaints received from RBI, Consumer forum, Police, CORE, IT Department, etc. Providing end to end resolution to customer escalations received from senior management. Carrying out escalations / grievances from premium care customers over phone ensuring quality parameters. Liaising and coordinating with other departments and branches for resolution Preparing RCA and reporting directly to the top management. Identifying process gaps and loopholes and suggesting improvements for new processes. Generating and maintaining MIS for the team. Show less

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  IBM Global Process Services

  Jan 2011 - Mar 2013

  Assistant Manager - Operations

   Managing team operations/team budget Coordinating with the client for smooth functioning of the unit Responsible for floor management and floor audit Preparing various team reports  Grooming officers to achieve tasks as mentioned in Monthly Performance Report.  Carrying out team briefings and feedback sessions to ensure quality parameters are met Quality monitoring of the unit Managing team rostering and leave planner Responsible for lowest attrition in the team Supervision and support to the team size of 8 –16 officers Maintaining MIS for the unit Highlighting process gaps to ensure improvement in new processes. Show less

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  IndusInd Bank

  May 2013 - Jan 2019

  Chief Training & OJT induction Manager

  Credit card operations Training management Banking projects

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  CONCENTRIX SERVICES INDIA PRIVATE LIMITED

  May 2019 - Feb 2020

  Operations Manager

  Deutsche Bank retail banking & assets operations

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  Convergys India Services Private Limited Bpo

  Dec 2021 - now

  Operations Manager

  Operations Manager – JP Morgan Chase  Managing JP Morgan banking process – US shift 2 Segments – Retail Consumer Service & Consumer Online Technical Support (COTs) Managing span head count of 90 – 160 (RCS) & 60 HC (COTs) Tracking performance metrics & meeting compliance regulatory score for the process Client management Assessing span leadership skills and employee satisfaction Managing internal & client weekly, monthly business reviews Ensuring schedule adherence, attrition and revenue targets are met Show less