Karan Saini

I’m a business operations professional with 9 years of experience in global financial services, including 7 years at American Express. I specialize in escalation handling, complaint resolution, and process improvement within compliance-controlled ecosystems.

In my current role as a Senior Operations Professional, I manage high-sensitivity customer cases across disputes, complaints, credit, and fraud workflows, with end-to-end ownership from investigation to resolution. I maintain 98%+ SLA compliance by closely managing TAT adherence and case quality through structured execution.

I handle grievance and escalation workflows aligned with RBI grievance guidelines and internal compliance frameworks, supporting zero-tolerance regulatory standards during process transitions. I collaborate with quality, compliance, and risk teams to drive regulation-aligned outcomes and reduce manual touchpoints through targeted process improvements.

I deliver regular KPI and MIS reporting via operational dashboards, proactively flagging performance trends and deviations to leadership for corrective action. I’m known for structured thinking and calm decision-making under pressure, and I’ve been recognized as a top performer across multiple consecutive review cycles while also supporting team handling through peer-to-peer knowledge sharing.