Open to opportunities

Chaitali User

@chaitaliuser

Message

Operations Manager with 15+ years scaling high-volume teams and compliance-critical programs.

India

Message

What I'm looking for

I’m looking to lead data-first operations with strong governance—scaling high-volume teams, improving SLAs/quality, and using AI automation to reduce risk and drive measurable efficiency gains.

I’m a results-driven Operations Leader with 15+ years of experience scaling high-volume teams, delivering complex cross-functional initiatives, and building governance frameworks that drive measurable outcomes. I’ve led 80+ person teams at Amazon and owned compliance-critical operations at Citi, consistently delivering 100% on-time delivery, zero audit findings, and double-digit efficiency gains.

I bring a data-first mindset to turn ambiguous mandates into structured, scalable solutions—designing KPI/MIS dashboards, SLA and quality systems, and SOPs that improve compliance adherence. I also automate work with AI (including an org-wide knowledge management solution and an agentic AI Smart Annotation Tool) to reduce errors, save minutes per case, and strengthen operational visibility.

Experience

Work history, roles, and key accomplishments

Current

Team Manager I

Current

Amazon

Oct 2018 - Present (7 years 7 months)

Spearheaded operations for an 80+ associate team, sustaining 95%+ SLA adherence and 98% quality scores quarter-over-quarter. Delivered concurrent cross-functional programs with 100% on-time delivery, improved compliance adherence by 20%, and reduced escalations by 25% through RCA and governance cadences.

SLA Management Workforce Planning Governance Cadences Process Improvement Quality Management Compliance Operations AI Automation

Executive Virtual Assistant

VMG BPO

Oct 2018 - Sep 2022 (3 years 11 months)

Managed executive operations and cross-functional follow-ups for a US-based startup across time zones, improving leadership decision-making with governance documentation and executive dashboards. Led end-to-end execution of a crowdfunding campaign and supported contract review/oversight for vendor engagements.

Executive Operations Project Tracking Governance Dashboards Stakeholder Management Contract Review Crowdfunding Campaign Ops

Assistant Manager

Citi

Apr 2009 - Aug 2015 (6 years 4 months)

Managed high-volume KYC, AML, and regulatory reporting operations, maintaining 100% compliance adherence and audit readiness across 10+ audit cycles. Reengineered core workflows, cutting turnaround time by 28% and reducing error rates by 22%, while designing MIS dashboards that improved leadership visibility by 18%.

KYC Operations AML Compliance Regulatory Reporting Audit Readiness Risk Assessment Internal Controls Dashboards

Customer Service Rep & Signatory

Citi

Apr 2004 - Mar 2009 (4 years 11 months)

Delivered customer-facing and backend banking operations while consistently meeting SLA and quality benchmarks for high transaction volumes. Served as an authorised signatory, ensuring accuracy, regulatory adherence, and operational accountability.

Customer Service Operations Regulatory Compliance Authorised Signatory

Customer Service Representative

Firstsource Solutions Ltd

Apr 2004 - Jul 2005 (1 year 3 months)

Resolved banking customer queries within SLA targets and contributed to quality monitoring and process consistency initiatives. Supported improvements that increased accuracy and consistency in daily operational workflows.

Customer Support SLA Management Banking Operations Compliance Aware Service