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Bharat Chhibber

@bharatchhibber

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Operations and Process Management professional with 12.5 years of experience.

India

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What I'm looking for

I am looking for a role that fosters growth, values collaboration, and emphasizes process innovation.

I am an Operations and Process Management professional with over 12 years of experience in the Banking and E-commerce sectors. My expertise lies in managing end-to-end operations, enhancing process efficiency, and leading large teams. I have successfully spearheaded BPO transitions and implemented cost-saving projects using Lean Six Sigma methodologies, which have significantly improved SLA performance and reduced escalations.

Throughout my career, I have demonstrated a strong ability to manage client relationships and expectations, ensuring seamless operations and quality delivery. My roles have included Program Lead at Cimpress, where I drove process improvements and managed stakeholder expectations, and Assistant Manager at Entra Solutions, where I led a team handling complex mortgage processes. I am known for my solution-oriented mindset, effective communication skills, and commitment to operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Program Lead

Current

Cimpress India Pvt. Ltd.

May 2022 - Present (3 years 3 months)

Spearheaded efficiency initiatives, reducing AHT from 9 to 5.3 minutes and improving SLA compliance to 99%. Supported tool migration across teams within 72 hours without SLA breach and rolled out new product integrations.

Operations Management Process Improvement Stakeholder Management SLA Management Integration Workflow Optimization Training

Assistant Manager

Entra Solutions Pvt. Ltd.

Jul 2019 - Jan 2021 (1 year 6 months)

Managed a team of 50 for US banking processes, including loan boarding and REO property management. Transitioned and stabilized the REO process, managing 300+ US properties for post-foreclosure sales and coordinating with field agents and vendors.

Team Leadership Loan Boarding REO Management SLA Management Workflow Optimization

Team Lead

Infosys BPM Ltd.

Oct 2016 - Jul 2019 (2 years 9 months)

Transitioned MERS and supported Loss Mitigation & Bankruptcy setup, conducting client discussions, defining process scope, and creating SOPs. Managed process metrics, governance decks, and stakeholder updates, reducing escalation rate from 50% to 21% with improved resolution handling.

Mortgage Servicing Payments Processing Retail Banking Team Leadership SOP Development Client Communication Escalation Management Process Mapping

Process Specialist

Infosys BPM Ltd.

Feb 2013 - Sep 2016 (3 years 7 months)

Managed a team of 38 across 8 sub-processes, ensuring SLA compliance. As SME for Australian retail banking processes, conducted training, audits, and monthly governance meetings.

Team Management SLA Australian Retail Banking Payment Processing Training Auditing SOP Development Workflow Automation

Sr. Process Executive

Infosys BPM Ltd.

Dec 2010 - Jan 2013 (2 years 1 month)

Handled loan processing, complaint resolution, and workflow management for Australian banking clients. Trained team members and handled work allocation, addressing customer and internal queries effectively.

Loan Processing Complaint Handling Workflow Management Australian Banking Customer Service Query Resolution Data Entry

Education

Degrees, certifications, and relevant coursework

Sikkim Manipal University Directorate of Distance Education

MBA, Operations Management

2014 - 2014

Completed a Master of Business Administration with a specialization in Operations Management through distance learning. Focused on advanced operational strategies and management principles.

University of Kota

BSc, Computer Science

2010 - 2010

Earned a Bachelor of Science in Computer Science through a full-time program. Gained foundational knowledge in computer science principles and applications.