Sarabjit Sethi

CEO at Alpha, Vice President and Board Member at American Express

Gurgaon, Haryana, India Contact Info
3K followers 500+ connections

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About

Transformational Customer Experience (CX) & Business Operations Leader with global experience in steering New Accounts, Credit and Fraud Risk Operations in traditional and digital channels.
Excel at leading organizations in making their Customers the #1 focus of the operations through reduced transactional friction and highest levels of customer experience and Innovation.
Have a proven record of boosting efficiency levels, ROI, and cost savings through strategic initiatives.
Have enabled my team to leverage analytics to deliver business results having successfully led performance-driven teams in the U.S., Europe, and Asia.
Three basic principles under-score my approach to business operations and customer experience excellence:
1) Establishing great relationships and networks across functions within the organisation, to effectively make an impact.
2) Articulating how CX links to return on investment, and working with teams within the organisation in helping them appreciate their role in driving impactful change.
3) Continuously nurturing and creating a culture of Innovation where the customer is always ‘top of mind’, even when no one is watching!!!

Areas of Expertise:
Credit Operations | Fraud Operations | Relationship Skills | People Development | Customer Service | Digital User Experience | Business Strategy Implementations | New Set-up Initiatives | Contact Center

Activity

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Experience

  • Alpha Associates Graphic

    Chief Executive Officer

    Alpha Associates

    - Present 3 years 9 months

    Gurugram, Haryana, India

  • American Express

    American Express

    18 years 11 months

    • American Express Graphic

      Vice President & Business Leader - Global Fraud and New Accounts - US, Europe and Asia

      American Express

      - 5 years

      Gurugram, Haryana, India

      Led over 1,500 employees, in various geographies, to execute risk strategies designed to minimize fraud losses, improve customer experience for card holders and merchants impacted by fraud. Added responsibility in 2018 for new accounts team, chartered with improving the overall on-boarding experience for all new card members. Recipient of the 2016 Chairman’s Award for Leadership.

    • American Express Graphic

      Vice President - Global Fraud Protection Services - US, Europe and Asia

      American Express

      - 4 years

      Gurugram, Haryana

      Had the same accountability as noted above for the Fraud portfolio in USA and Europe. Added responsibilities for the Asia Region after less than one year on the job. Recipient of the 2015 Chairman’s Award for Leadership. Also,Recipient of the 2014 American Express Global Services Leadership Award.

    • American Express Graphic

      Director Of Operations - Global Credit Administration

      American Express

      - 5 years 1 month

      Managed support and line teams in addition to managing the outside agency partner performance across the U.S. card business including up to 1,000 full-time employees across two countries with a $30M P&L. Implemented strategies for the offshore/nearshore/onshore footprint of U.S. credit, collections, and fraud

    • American Express Graphic

      Service Delivery Leader of Operations - Credit

      American Express

      - 2 years

      Responsible for a large operations team and managed early-stage corporate collections, credit abuse and bust-out process, and establishing the credit specialty processes in India. Focused at loss prevention, collections effectiveness, and customer experience in a champion challenger set up. Recipient of the 2006 CSMS Centurion Circle award.

    • American Express Graphic

      Manager of Operations - Credit

      American Express

      - 2 years

      Responsible for establishing the footprint of the credit bust-out process in India and collections on NG (No Good) checks for corporate card members for the U.S. market.

  • Manager - Operations

    Renasonic e-Solutions Pvt. Ltd.

    - 1 year

  • GE Graphic

    Assistant Manager

    GE

    - 1 year

  • Account Manager

    Multiple Zones India Pvt. Ltd.

    - 4 years

    New Delhi

Education

Licenses & Certifications

Honors & Awards

  • American Express Chairman's Award for Leadership 2016

    -

  • American Express Chairman's Award for Leadership 2015

    American Express

  • 2014 Global Services Leadership Award

    American Express

  • 2006 CSMS Centurion Circle Award for Leadership

    -

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