Summary
Overview
Work History
Education
Skills
Patents
Timeline
Generic

SURABHI SINGHAL

Nutley,NJ

Summary

Dynamic leader with 20+ years experience at American Express specializing in credit risk strategy, data science and analytics. Currently leading US SBS Customer Management - Case and Digital focusing on enabling spend, managing losses and providing best-in-class customer experience

Overview

15
15
years of professional experience

Work History

Director, Commercial Customer Management

American Express
05.2022 - Current
  • Spearheaded transformation of charge currents with CPS and GS, reducing repeat setup rate from 50% to 33%.
  • Digitized servicing treatments through new channels, including push notifications and EBP payment shock.
  • Developed a low-tenure customer treatment framework to enhance experiences for marginal acquisitions (ADSS > 10%).
  • Identified and resolved foundational name matching issues on BBUW journey, decreasing rejects by 30%.
  • Achieved metric improvements, lowering surprises from 35% to 20% and enhancing explainability from 73% to 91%.
  • Led cross-functional teams in U.S. and India, aligning initiatives with strategic objectives to improve customer experience.
  • Established governance standards for template approval and sequencing logic to ensure disciplined deployment across teams.

Senior Manager, Commercial Customer Mgmt

American Express
New York, NY
01.2017 - 04.2022
  • Designed first generation Raven templates standardizing ICN templates across the enterprise
  • Developed foundational digital self-resolution framework for early credit-stress customers (Yodlee AD/HR)
  • The journey serves as cornerstone for modern underwriting, limit management pathways.
  • Facilitated regular meetings to align team goals with organizational objectives.
  • Analyzed performance metrics to inform decision-making and strategy adjustments.

Senior Manager, Global Commercial Acquisitions

American Express
New York, New York
02.2016 - 12.2017
  • Spearheaded $75 million Gross Sales Improvement project across eight countries through strategic recommendations.
  • Directed commercial prospecting initiatives in Tele and Field channels for middle and large markets.
  • Designed client recommendation engine to identify and prioritize commercial customers for merchants.
  • Applied machine learning techniques to develop innovative data science initiatives, such as small business owner identifier algorithm and commercial debt capacity.
  • Analyzed merchant financing data, creating new variables for customer management teams to control default rates.

Manager, Commercial Data Science

American Express
New York, New York
03.2014 - 01.2016
  • Developed ML algorithms and filed U.S. patent for Gradient Boosting method in SBO identification.

Assistant Manager, Search Analytics

American Express
Gurgaon, India
01.2013 - 12.2013
  • Enhanced digital marketing strategies to improve performance across global markets.

Assistant Manager, Prospect Acquisition Solutions

American Express
Gurgaon, Haryana
01.2011 - 12.2013
  • Developed multi-market modeling frameworks; established Spend Concentration Index to drive 52% uplift.

Education

Bachelor of Technology - Mechanical and Automation Engineering

Indira Gandhi Institute of Technology
Delhi,India

Skills

  • Digital-first resolution
  • Data analysis
  • Charge currents transformation
  • Credit risk management
  • Regulatory compliance risk governance
  • Credit-risk journey design
  • Case strategy
  • Digital communication architecture
  • Cross-BU transformation
  • CX strategy
  • Global team leadership
  • Strategic planning

Patents

Small Business Owner Identification Using Gradient Boosting Methods, US20170161842A1, US16/183,859, Machine-learning method improving commercial prospect identification and informing underwriting strategies.

Timeline

Director, Commercial Customer Management

American Express
05.2022 - Current

Senior Manager, Commercial Customer Mgmt

American Express
01.2017 - 04.2022

Senior Manager, Global Commercial Acquisitions

American Express
02.2016 - 12.2017

Manager, Commercial Data Science

American Express
03.2014 - 01.2016

Assistant Manager, Search Analytics

American Express
01.2013 - 12.2013

Assistant Manager, Prospect Acquisition Solutions

American Express
01.2011 - 12.2013

Bachelor of Technology - Mechanical and Automation Engineering

Indira Gandhi Institute of Technology
SURABHI SINGHAL