Taranbir Singh Dulai

Experience

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  Dulai Motors

  Apr 2001 - Feb 2005

  Partner – Sales Division
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  EXL

  Jan 2006 - Apr 2008

  Senior Quality Compliance Analyst

  Performing Quality and Compliance audits for Motor Claims and Initiate Improvement Drives through Innovative Technology / automations

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  Care Management International

  Apr 2008 - May 2010

  Team Leader - Quality
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  FIS

  May 2010 - May 2016

  Head (SDL) – Quality & Process Excellence

  • Promoted due to recognized superior performance - hired as Quality Manager and promoted to lead the Service Delivery and Quality improvement across 3 countries (USA, India & Philippines) for this NYSE-listed fintech services provider• Directed a remote team of 65 across 7 global Call Centre sites – fostered a culture of Quality Excellence by training and certifying team members on Lean & Six Sigma methodologies • Led organizational compliance & regulatory audits at the enterprise level (ISMS, ISO and CFPB Audits)• Improved revenue and reduced costs – planned and implemented high-impact process improvement projects:• Transitioned 23 processes to offshore locations (PMO lead for 7 projects) • Saved USD 21K and 9,600 hours by automating process reports • Delivered a 26% reduction in call drop rates for prepaid card customers (Bank of America) • Improved C-SAT scores for American Express• Developed scorecards for business & customer insights ‑ identified and addressed process gaps for 17 clients • Conducted industry-wide benchmarking for customer satisfaction scores, processes and best practices Show less

• 

  VFS Global

  May 2016 - now

  Associate Vice President - Customer Experience, Product Management, Quality & Transformation

  • Design and steward the omnichannel Customer Experience (CX) strategy and oversee the Quality & Transformation - across 3,500+ Visa Application Centres and 12 Call Centres across 144 countries serving 64 client governments • Lead a large global, remote team of 32 CX and 20 Quality & Transformation personnel across 15 countries – including Senior General Managers, GMs, Senior Managers and contractual staff managing, Service Quality, Process Excellence, ISO certification, Social Media interaction and Complaints • Collaborate with cross-functional teams - built robust working relationships with a diverse, multicultural global workforce • Leverage consumer insights and analytics to formulate customer-centric business plans – including designing automated omnichannel Voice of Customer (VoC) feedback forms and applying customer segmentation • Drive Online Reputation Management – including social listening, customer engagement and responses across all major social media platforms such as Twitter, Facebook, LinkedIn, Instagram, YouTube and Weibo • Steer the organization’s continuous improvement and process standardization agenda - implemented an ideation portal, generated 4,000+ ideas, chair forums & brainstorming sessions, conduct mystery audits and manage best practice research & implementation globally • Spearhead in-depth analysis of client behaviour to design and execute best-fit operational changes• Redesigned and embedded the Governance Model to manage service level performance for all Lines of Business• Launched integrated solutions for appointment booking, customer validation, queue and feedback management • Improve organizational capabilities - train staff on ISO standards and process improvement tools including Lean, Six Sigma, Kaizen and Critical Thinking • Secured global certifications - ISO 9001:2015, ISO 14001:2015, ISO 45001:2018, ISAE 3402, CMMI SVC Level-3 & PCMMI Level-5 Show less