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Kamal Ojha

@kamalojha

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Assistant Manager with 15+ years leading collections & KYC to improve SLA, quality, and customer experience.

India

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What I'm looking for

I’m looking for a role where I can lead collections/KYC operations, strengthen SLA and quality compliance, and coach teams to deliver measurable CSAT/NPS and operational growth.

I’m a results-driven Assistant Manager with 15+ years of contact center operations experience across BFSI, Telecom, Logistics, and E-commerce. I focus on operational excellence—driving SLA and quality compliance while building high-performing teams that improve customer outcomes.

At Genpact (Latitude Financials & ANZ Bank), I lead and motivate a team of 30 associates handling Collections and KYC processes. I oversee end-to-end collections work (payment follow-ups, aging review, dispute resolution) and manage KYC verification (document validation, customer due diligence, compliance checks) while ensuring regulatory adherence. I monitor CSAT, NPS, FCR, collection targets, aging, and productivity, then implement action plans to lift performance.

Previously, I’ve led teams as a Team Leader at Advatix Logistics and IGT, where I managed floor operations, escalation calls (internal & external), real-time assistance, and coaching. I handled client & organizational objectives around SLA and network targets, supported quality calibrations and production/audit activities, and drove improvement plans based on observed gaps.

Earlier in my career, I worked as a Business Analyst at Concentrix Daksh (Amazon.co.uk) and as a Sr. Technical Support Executive at HCL (Pearson inbound). My track record includes being recognized as a Top Performer, achieving 100%+ performance metrics across CSAT, Quality, Productivity, and SLA, maintaining 100% KYC compliance with zero audit findings, and successfully reducing aging while improving collections through structured follow-ups.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Genpact

Jun 2023 - Apr 2026 (2 years 10 months)

Led a team of 30 associates managing Collections and KYC for Latitude Financials and ANZ Bank, driving SLA-aligned performance across CSAT, NPS, FCR, collection targets, and aging. Oversaw end-to-end payment follow-ups, KYC verification, coaching, reporting in Excel/PowerPoint, and compliance/audit readiness.

Team Leadership Collections Management KYC Customer Due Diligence Audit Readiness SLA Management Dispute Resolution PowerPoint Training & Coaching Process Improvement

Team Leader

Advatix Logisctis

Oct 2021 - Dec 2022 (1 year 2 months)

Managed shift operations for TForce Logistics (US–Canada), handling pre/post shift briefings, daily reports to clients/leaders, and escalations while leading 15 FTEs. Planned work allocation, conducted training and coaching, ensured SLA/network objectives, and supported quality calibrations and audits.

Rostering Escalation Management Real Time Floor Support Audit & Production Spike Handling Process Improvement

Team Leader

IGT

Oct 2019 - Sep 2021 (1 year 11 months)

Led a support team for Brussels Airlines/Jurys Inns across all channels, coordinating hourly/day-end reporting, escalation resolution, and real-time assistance. Managed QA and SMEs, conducted refresher training and coaching, handled leave/rostering, and contributed to production audits and quality calibrations.

Escalation Handling Coaching Feedback SLA Management Real Time Assistance Training Reporting

Business Analyst

Concentrix Daksh Ltd

Dec 2014 - Oct 2017 (2 years 10 months)

As Business Analyst for Amazon.co.uk (email and chat), supported a team including QA with transaction monitoring, escalation handling, and SLA achievement. Led pre/post shift briefings, floor management, feedback/coaching, and operational reporting while improving processes for customer experience.

Email Chat Support SLA Transaction Monitoring Escalations Floor Management Pre Post Shift Briefings Leave Management Customer Service

Sr. Technical Support Executive

HCL

Apr 2009 - Nov 2014 (5 years 7 months)

Provided inbound technical support for Pearson, assisting customers with exam scheduling and first-level support escalation. Participated in client visits, maintained daily team trackers, monitored calls, and delivered refresher training while supporting people management and quality circle activities.

Customer Service People Management Refresher Training Tracker Report Maintenance Quality Circle