Tanmoy Sen

I am a results-driven operations and people management professional with over 17 years of comprehensive experience in the banking and BPO sectors, with a strong track record in leadership, training, and client relationship management. Having worked extensively with top-tier organizations like IBM Daksh, Concentrix, and IntouchCX, I have developed a deep understanding of business operations, customer experience, and team dynamics, especially within banking processes aligned to Lloyds Banking Group.

My journey from a Customer Service Representative to Associate Manager is a testament to my dedication, adaptability, and continuous learning. Over the years, I’ve successfully led diverse teams—managing up to 30 account managers—driving performance, SLA adherence, and KPI targets across geographies including India, the Philippines, Romania, and Israel. I’ve been actively involved in people development through structured coaching frameworks like SMART and GROW, helping employees unlock their potential and contribute effectively to business goals.

A core strength of mine lies in designing and executing training programs. From onboarding new hires to delivering quarterly refreshers and compliance training on topics like AML and data protection, I’ve played a critical role in upskilling talent and maintaining quality standards. My experience also includes working as a Subject Matter Expert and Process Trainer, supporting nesting batches and enhancing conversion rates through hands-on mentoring and performance analytics.

I take pride in fostering a culture of recognition and engagement through initiatives like R&R events, employee morale boosters, and feedback-driven coaching. I’m equally passionate about driving strategic operations—spearheading transitions (such as setting up a 400-seater site in Manila), aligning incentive structures with business goals, and managing risk, compliance, and BCP protocols with precision.

With a diploma in Computer Science and strong proficiency in MS Office, I combine technical awareness with operational insight. My communication, analytical thinking, and leadership skills allow me to bridge gaps between teams and clients, consistently ensuring high levels of satisfaction and quality assurance.

Now seeking to take the next step in my career, I aim to bring my experience, commitment, and energy into a leadership role that challenges me while allowing me to drive impact, build high-performing teams, and contribute to organizational excellence in the banking or customer service domain.