Pradeep Joseph
Blessington,Ireland
Summary
Dynamic professional skilled in issue resolution, crisis management, and change management. Expertise in risk assessment, agile methodology, and process improvement to enhance policy implementation and decision-making. Proven success in KPI management, team forecasting, and task prioritization to improve service delivery. Strong capabilities in staff management, operational planning, and team development to drive organizational success.
People-orientated Team Leader successful in delivering revenue and strategic initiatives. Aligns workplace culture with organisation mission and values. Looking for new role where hard work and dedication will be highly valued.
Overview
19
19
years of professional experience
1
1
Certification
Work history
Team Leader (Operations)
Meta (contingent workforce via CNX Ireland)
Sandyford, Ireland
12.2021 - 07.2025
- Managed a team of 20 Content Moderators, ensuring adherence to key performance indicators.
- Oversaw case management in Copyrights, Trademarks, and Repeat Infringement cases.
- Conducted workshops with cross-functional teams, optimising workflows for reduced handling times.
- Facilitated bi-weekly performance discussions, addressing attrition and team dynamics.
- Collaborated with stakeholders to uphold service level agreements through weekly meetings.
- Implemented new working methods, enhancing overall team operational efficiency.
- Conducted regular performance reviews to identify development opportunities for each team member.
- Provided leadership and direction, fostering a high-performing, cohesive work environment.
Manager (Operations)
American Express Banking Corp.
09.2010 - 10.2021
- Led a team of 18 Fraud & Dispute Analysts in Dispute & Fraud Gate operations.
- Achieved over 98% compliance score through annual regulatory training execution.
- Conducted bi-monthly sessions on AML, phishing, and mandatory regulatory topics.
- Executed performance appraisals during mid-year and year-end reviews with analysts.
- Performed regular audits on account maintenance to address regulatory errors promptly.
- Developed action plans for underperforming analysts based on training need analysis.
- Enhanced productivity and reduced attrition through team motivation initiatives.
- Collaborated with multiple departments to ensure effective workforce management.
- Managed cross-functional teams to achieve business objectives.
- Streamlined operations with the introduction of new software systems.
- Ensured compliance to regulations and standards whilst improving operational procedures.
- Planned daily operations to maximise productivity, monitoring KPIs to promote consistent progress towards targets.
- Drove company mission and values, representing organisation at meetings and industry events.
Business Advisor
Barclays Bank PLC
06.2008 - 09.2010
- Company Overview: Barclays PLC is a British multinational banking & financial services company headquartered in London founded in 1690. It is a universal bank with operation in retail, wholesale & investment banking as well as wealth management, mortgage lending and credit cards.
- Certified as a Business Advisor with Barclays Business Telephony, responsible for handling Barclay’s premium business accounts in 2011.
- Responsibilities included reconciling business accounts for business account holders and up-selling through customer engagement which included On-line business tools, Premium business accounts, Business loan etc.
- As Academy coach mentored new certifications in terms of customer service experience and with upselling on personal account product like Current account upgrade, Personal loan, Home Insurance, Barclaycard etc.
- Process Advisor with Central Telephony responsible for handling inbound queries of Barclays personal account holders based in England, Scotland, & Wales.
- Responsibilities included reconciling balances, Up-selling through customer engagement which included Home Insurance, Account upgrade, Mortgage, Personal loan, Credit Focus tools & Barclaycard
Customer Care Officer
Convergys India (Concentrix)
01.2007 - 06.2008
- Company Overview: Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. Customer management products include agent assisted, self-service and care software tailored to the communications, financial services, and technology, retail, healthcare and government markets.
- Sr.Customer care officer with Orange UK mobile network assisting customers with prepaid Orange network queries from England, Scotland, Wales, Northern Ireland (UK)
- Retentions and managing Orange prepaid accounts and servicing.
Education
Professional Diploma - Leadership and Management
UCD Professional Academy
Dublin, Leinster 09/2021 - 11/2021
B.com Graduation - Commerce
University of Delhi
Delhi 08/2003 - 08/2006
A.I.S.S.C.E - undefined
KV Bangalore
A.I.S.S.E - undefined
KV Bangalore
Skills
- Issue resolution and crisis management
- Change management
- Leadership skills
- Risk assessment
- Agile methodology
- Process improvement
- Policy implementation
- Decisive decision-making
- KPI management
- Team forecasting
- Task prioritization
- Disciplinary procedures
- Service delivery enhancement
- Staff management and appraisals
- Operational planning
- Complaint escalation handling
- Team coordination and development
Certification
- Have completed “Coaching Excellence” certification conducted by CEB in 2016.
- Have successfully completed Hiring Leader Certification from GSG (American Express)
- Completion certificate for Mandatory Enterprise / Regulatory Training for UDAAP, Reg Z, Reg E, Reg G, AML, Banking Code etc. 2020-21.
- Received American Express Black memento from the CEO’s office for completing 10 Years of exemplary service & loyalty in Sep 2020
Personal Details
English
Fluent
Hindi
Proficient (C2)
Malayalam
Elementary
Training
- MS Excel Level 2 American Express March 2012
- Coaching and Feedback American Express Sep 2012
- Coaching Excellent (CEB) American Express May 2016
- Mandatory Regulatory Training American Express Jun 2018
- Hiring Leader Certification American Express Jun 2018
References
References available upon request.
Timeline
Team Leader (Operations)
Meta (contingent workforce via CNX Ireland)
12.2021 - 07.2025
Manager (Operations)
American Express Banking Corp.
09.2010 - 10.2021
Business Advisor
Barclays Bank PLC
06.2008 - 09.2010
Customer Care Officer
Convergys India (Concentrix)
01.2007 - 06.2008
A.I.S.S.C.E - undefined
KV Bangalore
A.I.S.S.E - undefined
KV Bangalore
Professional Diploma - Leadership and Management
UCD Professional Academy
09/2021 - 11/2021
B.com Graduation - Commerce
University of Delhi
08/2003 - 08/2006
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