Vipul Verma
@vipulverma
Customer service operations and quality leader driving continuous improvement globally.
IndiaWhat I'm looking for
I’m a customer service operations and quality management leader with 15+ years of experience driving global operations, service quality, client lifecycle management, and continuous improvement across financial services, professional services, and consulting environments. I’ve built high-performing teams and led process transformation by partnering with Business, Legal, Compliance, Technology, and Operations stakeholders to deliver measurable, customer-centric outcomes.
Most recently, I’ve extended my expertise into independent advisory work and social-impact entrepreneurship—founded Rasa & Mooshe to channel proceeds toward community welfare and livelihood programs while applying operational and quality-management expertise. Previously at JLL, I led continuous improvement across multiple functions, establishing performance metrics and governance for consistent service quality; at Ameriprise India, I led Service Experience Quality teams, drove Lean-based continuous improvement, and delivered results that improved processing accuracy from 96.2% to 98.7% (a 3% improvement) while resolving 80%+ of identified issues, earning multiple performance recognitions.
Experience
Work history, roles, and key accomplishments
Independent Consultant & Founder
Rasa & Mooshe
Dec 2024 - Present (1 year 7 months)
Provide freelance advisory services in quality assurance, customer experience, and process improvement across financial services and professional services. Founded and leads a social-impact venture partnering with NGOs to channel proceeds toward community welfare and livelihood programs.
Led cross-functional initiatives to improve operational efficiency and service delivery across multiple business functions. Partnered with business, technology, and vendors to drive transformation and automation programs.
Supported onboarding operations and quality assurance activities to enhance customer and candidate experience. Conducted quality reviews and process assessments and led user acceptance testing for system enhancements.
Led Service Experience Quality teams for operational excellence, customer satisfaction, and regulatory compliance across client servicing functions. Built audit frameworks and service review processes, driving continuous improvement using Lean methodologies, including a 3% improvement in processing accuracy and resolution of 80%+ of identified issues.
Conducted quality audits and process reviews to ensure compliance with operational standards and customer service expectations. Identified operational risks and improvement opportunities through data analysis and quality assessments.
Executive, Operations
IBM Daksh
Jun 2008 - Oct 2009 (1 year 4 months)
Managed healthcare claims operations while maintaining service quality and turnaround expectations. Ensured operational performance for claim processing operations.
Education
Degrees, certifications, and relevant coursework
KPMG
Six Sigma Green Belt, Quality Management
Completed the Six Sigma Green Belt certification with KPMG.
University of Delhi
Bachelor of Commerce, Commerce
Earned a B.Com (Bachelor of Commerce) from the University of Delhi.
GNIIT
GNIIT Certification, Professional Certification
Completed the GNIIT certification.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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