Looking for a job

sandeep makhana

@sandeepmakhana

I lead operations transformation, compliance governance, and AI-driven process improvements across global service organizations.

India

Message

What I'm looking for

I'm looking to lead business operations, transformation, compliance, or cross-functional programs where I can improve customer outcomes, strengthen governance, scale operational frameworks, and apply AI-driven process innovation.

I've led operational transformation across Hotsourced, ADP, Tata Consultancy Services, J.P. Morgan Chase & Co., and Tech Mahindra, improving customer outcomes, compliance execution, and scalable service delivery.

At Hotsourced, I led a 10-person team supporting UK automotive service bookings and delivered a Trustpilot turnaround from 3.2 to 4.0+ in under 60 days. I drove 15% retention improvement and 21% revenue growth, built leadership dashboards, and introduced AI-assisted documentation that reduced after-call work by 65 seconds per interaction.

At ADP and J.P. Morgan Chase & Co., I've managed payroll operations, AML/KYC reviews, customer due diligence, fraud-risk assessments, governance workflows, and audit-ready documentation. I enjoy turning complex operational problems into practical SOPs, reporting frameworks, transition plans, and measurable improvements.

Experience

Work history, roles, and key accomplishments

Senior Support Specialist

Hotsourced Pvt. Ltd.

Sep 2024 - Dec 2025 (1 year 3 months)

Led a customer-facing team of 10 associates managing UK automotive service bookings across chat, email, and telephony. Drove a reputation turnaround improving Trustpilot score from 3.2 to 4.0+ in under 60 days and achieved 15% retention improvement and 21% revenue growth.

Salesforce Notion Power BI Excel Gemini Stakeholder Management Escalation Management Customer Experience Fraud Detection Enhanced Due Diligence KPI Reporting Root Cause Analysis

Career Break

Jul 2023 - Sep 2024 (1 year 2 months)

Career break to care for Parent post Bypass surgery

Senior Analyst

ADP India Ltd.

Feb 2020 - Jul 2023 (3 years 5 months)

Managed a team of 15+ associates supporting US SMB payroll operations with strong compliance adherence. Delivered 100% OSAT for 18+ months and led process monitoring resulting in 37+ improvement recommendations.

Payroll Operations AML KYC Customer Due Diligence Risk Classification Data Validation KPI Reporting Process Improvement Stakeholder Management Knowledge transfer Transition Management SME

Senior Analyst

Tata Consultancy Services

Oct 2017 - Jan 2020 (2 years 3 months)

Led a team of 15+ supporting technical issue resolution for fiber and connectivity customers. Managed high-priority escalations and ensured SLA adherence while partnering with cross-functional teams to implement process changes.

Technical Support Fiber TCP IP Escalation Management SLA Management Cross Functional Collaboration Process Improvement Change Management Reporting

Senior Risk Analyst

J.P. Morgan Chase & Co.

Apr 2015 - Oct 2016 (1 year 6 months)

Managed end-to-end compliance review operations including risk profiling, account pattern analysis, and governance adherence within a globally regulated financial environment. Conducted fraud risk assessments and evaluated transaction patterns to mitigate risks.

Compliance Risk Assessment Fraud Detection Transaction Monitoring Governance Financial Services Risk Mitigation

Junior Business Analyst

Tech Mahindra

May 2007 - Apr 2015 (7 years 11 months)

Managed adherence, shrinkage planning, and service levels across assigned skillsets. Prepared and presented analytical reports to stakeholders and clients, and performed workload forecasting and scheduling intelligence.

Workforce Management Adherence Services Service Level Management Forecasting Scheduling Reporting Stakeholder Management