---
title: "Jiitendar S Bhalla - Senior Group Leader in Bengaluru | Tal"
description: "Meet Jiitendar S Bhalla, Customer Service, Global Leadership, GCC & Risk Operations, India at PayPal. based in Bengaluru. AI stack includes claude, gemini, and perplexity."
image: "https://tal.club/meet/jiitendar-s-bhalla/share-image"
---

# Jiitendar S Bhalla on Tal

## 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

[View the original profile](https://tal.club/meet/jiitendar-s-bhalla)

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