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Amit Chadha

Amit Chadha

Senior Operations Manager

Services provided: Customer Support Representatives

Midtown Toronto, Toronto
$40 / hour
Approximate rate

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About Amit Chadha:

My name is Amit Chadha and I am currently very interested in the operations officer role. I have  15+ years of experience in managing and improving third party relationships and governance. I managed approximately $55 MM of annual operations cost. I have consistently delivered strong results in managing Compliance Management Program (CMP), agency call quality, and customer escalations and customers.

My colleagues and managers have commended me, formally and informally, for my ability to build high-performing teams, willingness to jump in and help team members across departments, and aptitude in understanding customers and stakeholders needs and pain points. goals.

Experience

PROFESSIONAL EXPERIENCE

Capital One Canada-Loss Mitigation, Toronto, Ontario August 2007-May 2023

Senior Operations Manager/Relationship Manager                               January 2019–May 2023

Operations Manager                                                                                  January 2016–January 2019

 

Responsible for establishing a productive interaction model between Capital One and 6 external collections/recoveries business partners. Ensuring the external partners met not only the financial goals but also were compliant with Capital One’s policies with ultimate goal to provide the best customer experience.

 

  • Managed fast paced operations relations for 6 outsourced collections and recoveries suppliers to deliver on Customer Experience and Financial goals.
  • Worked with cross-functional teams to launch continuous process improvement initiatives (i.e., PDCAs); these initiatives enabled processes to be streamlined and 100% of the compliance infractions to be caught in real time
  • Managed approximately $55 million in operations cost for external collections agencies and legal network; worked closely with Finance to manage costs against annual budget
  • Actively involved in supplier RFPs and contract negotiations
  • Maintained policies and procedures documentation that encompassed all the collections and recoveries regulatory requirements 
  • Reported on each vendor’s performance metrics and KPIs along with improvement action plans to Senior Leadership; targeted and trackable actions plans provided clear picture what vendors needed to accomplish within a certain timeline
  • Prepared suppliers for audits and site assessments and ensure compliance with governance and security standards.
  • Managed call quality and call compliance across the network to ensure positive customer experience.

Principal Coordinator                                                                             January 2014-December 2015

Coordinator and Senior Coordinator                                                  August 2007-December 2013

  • Trained associates on Risk Liaisons mailbox and completed successful transition of this process.
  • Managed bankruptcy, consumer proposal, credit counseling and estates files
  • Managed the Compliance Management Program (CMP) for the team
  • Responsible for accounts payable for 6 external vendors
  • Updated execution of the compliance program process from monthly to weekly to ensure all infractions were being captured early and avoided further negative customer experience
  • Assisted the Canada complaints team with testing a new system used to manage FCAC complaints.
  • Managed bi-weekly recoveries compensation to the external partners; 100% of the payments to external partners were made on time
  • Managed FCAC self-reportable complaints for Loss Mitigation; ensured all customer complaints were resolved within the 60-day regulatory guideline

Education

Bachelor of Science in Commerce

Concentration in Management

University of Louisville 

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