Gurwinder Kumar
Whitby,Canada
Summary
Consulting professional with strong track record in delivering impactful business solutions, delivering strategic insights and effective solutions to clients. Successfully led multiple projects, enhancing operational efficiency and driving business growth. Demonstrated expertise in problem-solving and client relationship management.
Overview
18
18
years of professional experience
Work History
Consultant - Operational Strategy
CIBC
06.2024 - Current
- Provided expert analysis to enhance client business strategies.
- Delivered tailored solutions for improving operational efficiency.
- Assisted in transforming business processes to achieve optimal performance.
- Deployed complex DSW strategies for major projects
- Created new process workflow for reports including OLA to reduce process time and efficiency.
- Enhanced company performance, recommending strategic initiatives.
- Streamlined operations with effective process redesign.
- Advised on best practices to align with industry standards.
- Developed innovative DSW strategies for clients, resulting in increased revenue and business growth.
Operational Strategy Specialist
CIBC
05.2021 - 05.2024
- Established relationship with internal/ eternal partners to resolve problems/inquiries and provide key support to front line to improve employee and client experience in all contact channels
- Developed and maintained a database of operational metrics to track and analyze performance
- Collaborated with various departments to ensure that operational strategies are aligned with organizational goals
- Coordinated with other departments to execute operational strategies and initiatives
- Developed and maintained strong relationships with vendors and suppliers to ensure delivery of quality materials and services
- Enhanced process efficiency by streamlining workflows and procedures.
Relationship Officer
CIBC
09.2019 - 04.2021
- Developed lasting relationships with both internal and external partners, fostering an environment of collaboration and mutual support for achieving shared goals.
- Maintained and built close relationships with customers through regular contact and visits.
- Organized and led productive meetings with clients to discuss goals, review progress, and identify areas for improvement.
- Built Performance Reports and PowerPoint presentations for third party recovery business.
- Managed relationship with third party recovery business partners to optimize business results and continually achieve and exceed targets
and portfolio performance.
HVAR - Account Manager
CIBC
04.2018 - 08.2019
- Handled over 450 customer’s accounts and made decisions to assign accounts to a law firm or a collection agency after proper analysis of account history, previous conversations with customers, assets and credit bureau analysis.
- Resolved difficult client exchanges through high quality and demonstrated best possible outcome for client and bank.
- Applied suitable skip tracing techniques to trace contact information for the customers.
- Applied active listing skills to handle customer’s objections and asked fact finding questions to deliver best possible solutions to create winwin
situation.
Credit Counselor
CIBC
02.2017 - 03.2018
- Reviewed & analyzed customer accounts, to assist clients with their personal banking needs – short & long term.
- Supported the manager in enhancing team & individual capabilities and assist in employee performance management & coaching.
- Developed high quality, service-oriented relationships with clients to provide a variety of products and repayment options to potentially resolve outstanding debts and offer advice to prevent further
delinquencies.
Process Developer
Genpact, India
01.2015 - 09.2016
- Evaluated potential risks associated with proposed changes to existing processes, proposing mitigation strategies when necessary.
- Collaborated with cross-functional teams to ensure effective communication and problem resolution throughout the development process.
- Developed streamlined processes and procedures for US Collections department, resulting in improved overall productivity.
- Monitored and reported on the performance of the collections processes and procedures.
- Analyzed the effectiveness of collection processes and procedures,utilizing data to make process improvements.
Team Leader - Collections
IQor - UK
04.2010 - 08.2013
- Improved team cohesion by fostering open communication and collaboration among members.
- Achieved team goals, aligning individual strengths with project requirements.
- Guided team members through complex challenges to ensure successful project completion.
- Developed and implemented strategies for improving team performance and efficiency.
- Prepared weekly reports and performance metrics to review with senior management.
SME U.S Collections
Aegis BPO- India
08.2007 - 01.2010
- Negotiated payment arrangements with customers to bring accounts current.
- Developed and maintained strong relationships with customers to ensure timely payments.
- Monitored account activity and updated customer credit files.
Education
Bachelor of Business Administration -
Naonal instute of Management
07.2005
Skills
- Strategy
- Risk Management
- Problem Solving
- Data Analysis
- Decision-making
- Project management
- MS office -Excel, PowerBI, Visio , Basic SQL & Python
Affiliations
Two times Quarterly achievers award winner - CIBC Bank
Languages
English
Hindi
Punjabi
Himachali
Timeline
Consultant - Operational Strategy
CIBC
06.2024 - Current
Operational Strategy Specialist
CIBC
05.2021 - 05.2024
Relationship Officer
CIBC
09.2019 - 04.2021
HVAR - Account Manager
CIBC
04.2018 - 08.2019
Credit Counselor
CIBC
02.2017 - 03.2018
Process Developer
Genpact, India
01.2015 - 09.2016
Team Leader - Collections
IQor - UK
04.2010 - 08.2013
SME U.S Collections
Aegis BPO- India
08.2007 - 01.2010
Bachelor of Business Administration -
Naonal instute of Management
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