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vijay Kumar

@vijaykumar45

Operations Team Leader at Global Payments, leading Merchant Finance Operations and improving NPS for 6+ consecutive months.

India

Message

What I'm looking for

I'm targeting leadership opportunities in Operations, Customer Experience, and Payments Operations, where I can apply my operational expertise, people leadership, and continuous improvement mindset to deliver measurable business impact.

At Global Payments, I currently lead operations across two process waves within Merchant Finance Operations for a US-based client. I oversee payment processing, merchant settlements, reconciliation, and exception management, with a focus on accurate, timely outcomes for merchants and banking partners.

As an Operations Team Leader, I audited customer surveys to identify the causes of detractors and missed NPS targets, then coached associates and worked with stakeholders on response templates and process defects. These efforts delivered sustained NPS improvement for 6+ consecutive months and client recognition.

Earlier, as a Process Specialist Operations, I supported a Secure Messages chat process transition, facilitated knowledge transfer, and helped onboard 40 FTEs. I also supported customers of a UK-based credit card banking client with account servicing, settlements, and repayment plans.

Experience

Work history, roles, and key accomplishments

Operations Team Leader

Unknown

Apr 2023 - Dec 2025 (2 years 8 months)

Led team with focus on people management, coaching, performance, quality, NPS, and process improvement. Audited customer surveys, coached associates, and reworked response templates to drive sustained NPS improvement for 6+ months, earning client recognition.

Team Leadership Coaching Performance Management Quality Management NPS Improvement Customer Experience Process Improvement Root Cause Analysis

Process Specialist Operations

Unknown

Dec 2019 - Apr 2023 (3 years 4 months)

Promoted to Subject Matter Expert, supported client transition and onboarding of a Secure Messages chat process. Facilitated knowledge transfer, onboarded 40 FTEs, and took ownership of work allocation, SLA management, performance tracking, and team training.

Process Transition Onboarding SLA Management Performance Monitoring team training Knowledge transfer

Collections Support Associate

Unknown

Mar 2016 - Dec 2019 (3 years 9 months)

Supported a UK-based credit card banking client, handling customer financial difficulties, account servicing, settlements, and sensitive customer circumstances. Reviewed and processed customer requests through Fast Response and TS2, setting up repayment plans and managing holds and adjustments.

Customer Service Account Servicing Settlements Rapid Response TS2 System Fraud And Disputes