Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Pramod Kumar

Pramod Kumar

Charlotte,NC

Summary

Experienced professional seeking a position in the industry to leverage knowledge of Agile, Customer Experience, AI, RPA, Quality Assurance, Operational & Enterprise Risk, Lean Six Sigma, Business Transformation, and Analytics to align career growth with business objectives. Strong background working with top brands and a proven track record of conceptualizing and executing large global projects. Eager to make a significant contribution within expertise.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Vice President

J PMorgan Chase
01.2024 - Current
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Managed project completion by guiding diverse teams effectively.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Identified opportunities to improve business process flows and productivity.
  • Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
  • Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
  • Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.

Senior Director – Customer Experience, Fraud & Risk Management, and Process Improvement, RPA

AFNI
12.2020 - 03.2022
  • Led global teams on FRM, Customer Experience and Process Improvement org spanning close to 20 support function Analysts/Associates/Managers/Director
  • Built customer journey for partners cutting across Telco
  • Delivered Lean and Six Sigma trainings
  • RPAs for Process Improvements
  • Incepted LLM to Improve Speech Analytics, Call Quality and Coaching
  • Output from LLM synced with internal BI tool Tableau
  • Work with the Sales team on RFPs
  • Facilitated an E2E Fraud and Risk Assessments for partners
  • Tools Vulnerability study for the partners

Director – Risk Management and Continuous Improvement

Sutherland Global Services
01.2015 - 07.2020
  • Operational Risk Lead for USA, Philippines, China and Malaysia
  • Refined Customer Experience framework for the organization
  • Incepted RPAs on identified opportunities
  • Mobilized Omnichannel journey for Banking programs
  • Global Transformation projects on Day Sales (DSO), Bonus Maximization and Penalty Reduction
  • Insight and Foresight Analytics for varied verticals – Banking, Retail, Technology and Telco
  • Facilitate COPC, Six Sigma and Lean trainings
  • Recovery of governance programs
  • Identify, assess and CBA the opportunities for customer ROI within the context of the unique customer value roadmap
  • Quality Process Optimization (QPO) deployment for the geos
  • Mobilize Digital Transformation for key strategic accounts

AVP – Quality Assurance and Continuous Improvement

Aegis Global Ltd.
06.2012 - 12.2014
  • Led Customer Experience, Quality Initiatives for Banking and Financial vertical with a span of 9000+, largely working on Collections, Retail, Fraud, Risk Mitigation, Card services, total combined revenues amounting to ~$250 Mil
  • Facilitated Lean Six Sigma GB and BB Trainings
  • Build case studies to Existing and potential clients
  • Completed SSGB and SSBB certifications with combined project benefits of $3 Mil
  • Quality Process Optimization (QPO) deployment across the Geo
  • Set up Quality framework for JP Morgan, Truist, NetSpend, CreditOne

Change Manager

HP -Westpac (Australia)
01.2009 - 01.2012
  • SDLC, Re-Engineering, Lean, Risk, 6 Sigma Projects

Senior Manager

Teknowedge
01.2004 - 01.2009
  • Corporate Quality

Supervisor

Accenture
01.2002 - 01.2004
  • Vendor and Payroll Management

QA Analyst

Time Warner
01.2001 - 01.2002
  • Quality Assurance audits

Education

Bachelor’s in Science - undefined

St. Joseph’s college
Bangalore

Masters in Informatics - undefined

Manipal University

Skills

  • Experience in applying consultative and innovative approaches – have had success in start-up, rapid change and transition environments Demonstrate both strategic and tactical skills
  • Ability to motivate, builds teams, resolve conflicts, coach, mentor, and foster growth within diverse and remote teams
  • Change Management skills including the ability to continuously anticipate and plan for change in ways that are responsive to clients’ demands and market conditions

Certification

  • Certified Scrum Product Owner (CSPO)
  • Certified Lean Six Sigma Master Black Belt
  • Certified Six Sigma Black Belt
  • Trained PMI-RMP
  • ISO 31000-2018
  • ISO 9001-2015
  • Diploma in Psychology
  • Trained ITIL Foundation
  • Four Disciplines of Execution from Franklin Covey Institute

Timeline

Vice President

J PMorgan Chase
01.2024 - Current

Senior Director – Customer Experience, Fraud & Risk Management, and Process Improvement, RPA

AFNI
12.2020 - 03.2022

Director – Risk Management and Continuous Improvement

Sutherland Global Services
01.2015 - 07.2020

AVP – Quality Assurance and Continuous Improvement

Aegis Global Ltd.
06.2012 - 12.2014

Change Manager

HP -Westpac (Australia)
01.2009 - 01.2012

Senior Manager

Teknowedge
01.2004 - 01.2009

Supervisor

Accenture
01.2002 - 01.2004

QA Analyst

Time Warner
01.2001 - 01.2002

Bachelor’s in Science - undefined

St. Joseph’s college

Masters in Informatics - undefined

Manipal University

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Pramod Kumar