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Pramod Kumar

@pramodkumar8

I lead customer experience, risk, and transformation programs using Lean Six Sigma, data analytics, and operational excellence.

United States

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What I'm looking for

I'm seeking a challenging role where I can drive organizational excellence, process improvement, business transformation, and continuous improvement while maintaining quality assurance standards.

I've led customer experience, fraud and risk management, and continuous improvement programs across banking, technology, retail, and telecom industries.

At JP Morgan Chase, I modernized branch applications through end-to-end product lifecycle mapping, advanced KPI and OKR adoption, streamlined workflows, and improved customer service processes while reducing waste and bottlenecks.

At AFNI, I led a global FRM, customer experience, and process improvement organization of nearly 200 support professionals. I built partner customer journeys, conducted end-to-end fraud and risk assessments, developed RSCA across lines of business, and delivered Lean Six Sigma training.

Previously at Sutherland Global Services, Aegis Global, HP-Westpac, Teknowedge, Accenture, and Time Warner, I delivered global transformation, quality, governance, risk, and process optimization initiatives. I'm a Certified Lean Six Sigma Master Black Belt and Certified Scrum Product Owner focused on practical, measurable operational improvement.

Experience

Work history, roles, and key accomplishments

Vice President

JP Morgan Chase

Jan 2024 - Oct 2025 (1 year 9 months)

Led change management and modernization of branch applications, streamlining workflows and ensuring smooth transitions. Developed strategic plans to enhance operational efficiency and mentored junior leaders.

Change Management Lean Six Sigma Agile Product Management Quality Assurance Operational Risk Business Transformation Mentor Strategic Planning

Senior Director - Customer Experience, Fraud & Risk Management

AFNI Inc.

Dec 2020 - Mar 2022 (1 year 3 months)

Led global teams in fraud and risk management, customer experience, and process improvement. Built customer journeys, developed RSCA, and delivered Lean and Six Sigma trainings.

Fraud Management Risk Management Customer Experience Process Improvement Lean Six Sigma Training Sales Support RFP Vulnerability Assessment

Director – Change & Risk Management and Continuous Improvement

Sutherland Global Services

Jan 2015 - Jul 2020 (5 years 6 months)

Led operational risk and controls for multiple geographies and created a customer experience framework. Managed global transformation projects and facilitated COPC, Six Sigma, and Lean trainings.

Operational Risk Continuous Improvement Customer Experience Lean Six Sigma Project Management Digital Transformation Governance SOP流程设计 SOW

AVP - Quality Assurance and Continuous Improvement

Aegis Global Ltd.

Jun 2012 - Dec 2014 (2 years 6 months)

Led customer experience and quality initiatives for banking and financial verticals, managing a large span and significant revenue. Facilitated Lean Six Sigma trainings and built case studies for clients.

Quality Assurance Continuous Improvement Lean Six Sigma Customer Experience Banking Financial Services Training Case Studies