Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pramod Kumar

Charlotte

Summary

Accomplished leader with extensive experience in Quality Assurance, Operational Risk, and Business Transformation across diverse industries. Demonstrated ability to conceptualize and implement effective solutions that align with business objectives. Expertise in Lean Six Sigma methodologies and certified as a Master Black Belt. Proficient in project management tools and techniques, ensuring successful project delivery and stakeholder satisfaction.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Vice President

JP Morgan Chase & Company
Charlotte
01.2024 - Current
  • Developed strategic plans to enhance operational efficiency across multiple departments.
  • Led cross-functional teams to implement company-wide initiatives and best practices.
  • Facilitated executive meetings to drive decision-making and strategic direction.
  • Mentored junior leaders, providing guidance on leadership development and performance improvement.
  • Championed organizational change initiatives to improve employee engagement and productivity.
  • Identified problems and implemented solutions to better streamline operations.
  • Collaborated with executive team members on major decisions regarding company-wide initiatives.
  • Created effective communication strategies between management team members and employees at all levels of the organization.
  • Implemented process improvement procedures that resulted in cost savings across the board.
  • Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
  • Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.

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

AFNI Inc.
12.2020 - 03.2022
  • Led global teams on FRM, Customer Experience and Process Improvement org spanning close to 200 support function Analysts/Associates/Managers/Directors
  • Built customer journey for partners cutting across Telco
  • Developed and maintained RSCA for multiple lines of business.
  • Delivered Lean and Six Sigma trainings
  • Work with the Sales team on RFPs
  • Facilitated an E2E Fraud and Risk Assessments for clients
  • Tools Vulnerability study for clients

Director - Risk Management and Continuous Improvement

Sutherland Global Services
01.2015 - 07.2020
  • Operational Risk and Controls Lead for USA, Philippines, China and Malaysia
  • Created Customer Experience framework for the organization.
  • 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 role - 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
01.2009 - 01.2012
  • Re-Engineering, Lean, Risk, 6 Sigma Projects

Senior Manager Corporate Quality

Teknowedge
01.2004 - 01.2009

Supervisor Vendor and Payroll Management

Accenture
01.2002 - 01.2004

QA Analyst

Time Warner
01.2001 - 01.2002
  • Quality Assurance audits

Education

Bachelor's in Science -

St. Joseph's college
Bangalore

Masters in Informatics -

Manipal University

Skills

  • Consultative and innovative approaches
  • Strategic planning
  • Risk assessment
  • Process improvement
  • Customer experience
  • Data analysis
  • Stakeholder engagement
  • Decision making
  • Project management
  • Lean methodologies
  • Technology integration
  • Change management strategies
  • Team building and conflict resolution
  • Coaching and mentoring skills
  • Project management expertise
  • Customer and stakeholder orientation
  • Practicality and results focus
  • Facilitation and team dynamics
  • Risk management capabilities
  • Onshore client collaboration

Certification

  • 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

JP Morgan Chase & Company
01.2024 - Current

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

AFNI Inc.
12.2020 - 03.2022

Director - Risk Management and Continuous Improvement

Sutherland Global Services
01.2015 - 07.2020

AVP role - Quality Assurance and Continuous Improvement

Aegis Global Ltd.
06.2012 - 12.2014

Change Manager

HP -Westpac
01.2009 - 01.2012

Senior Manager Corporate Quality

Teknowedge
01.2004 - 01.2009

Supervisor Vendor and Payroll Management

Accenture
01.2002 - 01.2004

QA Analyst

Time Warner
01.2001 - 01.2002

Bachelor's in Science -

St. Joseph's college

Masters in Informatics -

Manipal University

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