Jiitendar S Bhalla profile photo 1 on Tal

Jiitendar S Bhalla

Customer Service, Global Leadership, GCC & Risk Operations, India at PayPal.

Bengaluru

22+ years of work experience

PayPal
Jun 20187 yrs 1 moJun 2025

Bangalore

• Senior Group Leader (Aug 2022 – Jun 2025) • Led a 250+ FTE India team across Bangalore & Chennai, supporting global markets (NA, LATAM, EMEA, APAC). • Owned fraud investigations, dispute resolution, and risk investigation workflows in line with SOPs and regulatory guidelines. • Partnered with Product & Policy teams to improve fraud detection, workflow automation, and case reviews for Buyer Risk, Seller Risk, KYC, AML, Collection Disputes • Enhanced investigator skills through training, calibrations, and FGDs, reducing decision errors and improving efficiency. • Group Leader (Jun 2018 – Jul 2022) • Scaled Customer Service site from 60 to 800+ FTEs in 18 months; built a new 100+ Specialist team in 4.5 months. • Delivered KPIs on SLAs, NPS, AHT, Quality, Productivity for multiple global markets (US, EMEA, AU, India). • Drove change management initiatives, including live chat → asynchronous messaging migration, NICE Nexidia adoption. • Introduced grassroots innovation programs generating US$1.5M cost savings (2024). • Recognition: Change Champion (2021), Best Practice Coach (2021), Culture Advocate (2022), Global Wellness Ambassador (2018–22).
Dish TV
Dec 20132 yrs 10 mosSep 2016

Noida, Uttar Pradesh, India

• Managed 2000+ seat omnichannel center, transitioning from captive to outsourced model. Multisite operations - Voice, Non-Voice, Live Chat, Outbound, Email domains • Transitioned 1,400 FTEs in 6.6 months, delivering INR 10 Cr cost savings per annum • Designed comprehensive outsourced governance model covering contracts, KPIs, quality, and training. • Migrated platforms from Aspect to CISCO, strengthening capacity and BCP.
Tata Docomo
Nov 200310 yrs 2 mosDec 2013

Delhi

• Directed teams of 200–1200 FTEs, covering contact center, customer retention, collections, order fulfilment, sales & service assurance. Multisite operations - Voice, Non-Voice, Live Chat, Outbound, Email domains • Centralized 400+ FTE order management team, processing 500K+ monthly transactions. • Migrated 1.6M records during billing/POS system transition with <1% errors.
HFCL
Nov 20021 yr 1 moNov 2003

Manager-Customer Relations. Reported to Business Head. Team size - 19 Key Responsibilities: Complaint resolution, Retention, Collections, COCO Showrooms.
airtel
Oct 20001 yr 7 mosApr 2002

India

Dy. Manager- Customer Care. Reported to COO/Head - Operations. Team Size-15 Key Responsibilities: Customer Acquisition Support, Seller Support, Field Installation & Repair, Complaint Resolution, Voluntary Retention & First Bill collection, COCO Showrooms, Top Corporate Help desk – Care Touch Cell, Outbound calling – Welcome Calls, Customer Education, Bill Payments, Complaint close looping Achievements: Highest CSAT scores in the Circle: 48 points for Bhopal region in March’2001 and 53 points for Indore region in Feb’2002.

Jiitendar’s AI Stack

claude
claude
gemini
gemini
perplexity
perplexity
ChatGPT
ChatGPT

Education

Delhi University

BA Hons, History

Delhi University

19873 yrs1990

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Headline

Customer Service, Global Leadership, GCC & Risk Operations, India at PayPal.

About

• Senior leader with 20+ years in Customer Service, Operational Excellence, Risk & Fraud Management, Contact Centre Leadership, BPO Training & Quality across FinTech, Telecom, GCC, BPO sectors. • Proven success in scaling global teams (up to 2,000+ FTEs), driving automation & AI adoption, optimizing cost-to-serve, and leading enterprise-wide transformations. • Strong background in stakeholder management across India, NA, UK, EU, APAC, and LATAM; adept in process re-engineering, governance frameworks, and regulatory compliance. • Recognized for change leadership, people development, and operational efficiency, delivering multi-million-dollar savings and award-winning service excellence. • Advance Diploma – Personal, Leadership & Executive Coaching (ICF, EMCC), Kingston College, 2021 • Emerging Leadership Program, PayPal Inc., 2022 • Certified Quality Specialist, IQL, Florida (Airtel), 2001

Location

Bengaluru

AI stack

claude

gemini

perplexity

ChatGPT

Work experience

Senior Group Leader at PayPal, Jun 2018 - Jun 2025 · 7 yrs 1 mo, Bangalore, • Senior Group Leader (Aug 2022 – Jun 2025) • Led a 250+ FTE India team across Bangalore & Chennai, supporting global markets (NA, LATAM, EMEA, APAC). • Owned fraud investigations, dispute resolution, and risk investigation workflows in line with SOPs and regulatory guidelines. • Partnered with Product & Policy teams to improve fraud detection, workflow automation, and case reviews for Buyer Risk, Seller Risk, KYC, AML, Collection Disputes • Enhanced investigator skills through training, calibrations, and FGDs, reducing decision errors and improving efficiency. • Group Leader (Jun 2018 – Jul 2022) • Scaled Customer Service site from 60 to 800+ FTEs in 18 months; built a new 100+ Specialist team in 4.5 months. • Delivered KPIs on SLAs, NPS, AHT, Quality, Productivity for multiple global markets (US, EMEA, AU, India). • Drove change management initiatives, including live chat → asynchronous messaging migration, NICE Nexidia adoption. • Introduced grassroots innovation programs generating US$1.5M cost savings (2024). • Recognition: Change Champion (2021), Best Practice Coach (2021), Culture Advocate (2022), Global Wellness Ambassador (2018–22).

Head - Contact Centre Operations at Dish TV, Dec 2013 - Sep 2016 · 2 yrs 10 mos, Noida, Uttar Pradesh, India, • Managed 2000+ seat omnichannel center, transitioning from captive to outsourced model. Multisite operations - Voice, Non-Voice, Live Chat, Outbound, Email domains • Transitioned 1,400 FTEs in 6.6 months, delivering INR 10 Cr cost savings per annum • Designed comprehensive outsourced governance model covering contracts, KPIs, quality, and training. • Migrated platforms from Aspect to CISCO, strengthening capacity and BCP.

General Manager - Customer Service Excellence at Tata Docomo, Nov 2003 - Dec 2013 · 10 yrs 2 mos, Delhi, • Directed teams of 200–1200 FTEs, covering contact center, customer retention, collections, order fulfilment, sales & service assurance. Multisite operations - Voice, Non-Voice, Live Chat, Outbound, Email domains • Centralized 400+ FTE order management team, processing 500K+ monthly transactions. • Migrated 1.6M records during billing/POS system transition with <1% errors.

Manager - Customer Care at HFCL, Nov 2002 - Nov 2003 · 1 yr 1 mo, Manager-Customer Relations. Reported to Business Head. Team size - 19 Key Responsibilities: Complaint resolution, Retention, Collections, COCO Showrooms.

Dy. Manager - Customer Care at airtel, Oct 2000 - Apr 2002 · 1 yr 7 mos, India, Dy. Manager- Customer Care. Reported to COO/Head - Operations. Team Size-15 Key Responsibilities: Customer Acquisition Support, Seller Support, Field Installation & Repair, Complaint Resolution, Voluntary Retention & First Bill collection, COCO Showrooms, Top Corporate Help desk – Care Touch Cell, Outbound calling – Welcome Calls, Customer Education, Bill Payments, Complaint close looping Achievements: Highest CSAT scores in the Circle: 48 points for Bhopal region in March’2001 and 53 points for Indore region in Feb’2002.

Education

BA Hons, History, Delhi University