Amit Sengupta

• Oversaw quality control and implemented process improvements, maintaining consistently high service standards.
• Supported project management initiatives, ensuring operational assignments were delivered on time and to specification.
• Managed recruitment, onboarding, and development of analysts and query management staff within Payment Operations.
• Directed workforce planning and shift scheduling for 30 analysts, securing uninterrupted payments coverage.
• Collaborated with senior stakeholders to deliver training and procedural updates for operational teams.
• Supervised query management team, upholding compliance standards in external communications and investigations.
• Key contributor to an 8-year programme delivering the upgraded RTGS system, including development of query-handling processes.
• Conducted quarterly quality reviews, producing KPI dashboards and performance insights for senior leadership.
• Strengthened risk management as first line of defence, escalating anomalies and contributing to RCSA assessments.
• Executed contingency and resilience testing, including MIRS live tests, ensuring operational continuity.
• Coordinated with international central banks during disruptions, managing settlements across CHAPS, BACS, DNS and other payment methods.
• Built deep expertise in RTGS, AHM, BERTI, Splunk, and developed extensive knowledge of SWIFT and ISO20022 messaging standards.

Zilch is the fastest-growing European fintech unicorn and first fintech firm to reach double-unicorn status in 14months.

• Designed and implemented a new global QA framework, streamlining service operations across UK, US, and South Africa.
• Developed and rolled out a QA grading tool and performance scorecards, enhancing consistency across global teams.
• Managed KPI tracking and performance analysis, creating strategies that improved QA team effectiveness.
• Line managed QA and Complaints teams, setting objectives, allocating workloads, and coaching staff to exceed performance targets.
• Established SOPs and frameworks for complaints handling and FOS escalations, strengthening compliance and governance.
• Partnered with compliance to ensure complaint processes aligned with FCA regulations.
• Recruited, onboarded, and developed staff for QA and Complaints functions, building high-performing teams.
• Produced MI reports and insights for senior leadership and C-suite, driving continuous service improvements.
• Collaborated with BPO partners in South Africa, aligning service delivery and identifying areas for improvement.
• Supported global offices (including Miami) to ensure service consistency across regions.
• Worked with training teams to identify skill gaps, creating targeted learning interventions for staff.
• Led QA oversight for collections and complaints, improving customer interactions and regulatory adherence.
• Drove multiple cross-functional projects, influencing process improvements across operations and service quality.
• Acted as key liaison with senior stakeholders, embedding a culture of quality, compliance, and operational excellence.

• Conducted quality assurance reviews across multiple communication channels, ensuring adherence to best practice and regulatory standards.
• Compiled detailed reports on complaint trends across departments, supporting senior leadership with actionable insights.
• Designed and delivered engaging training sessions to adjudicators, supporting their accreditation process and professional development.
• Facilitated refresher training sessions to reinforce organisational policies and procedures.
• Trialled new business regulations and processes, identifying best practices for wider adoption.
• Investigated escalated and sensitive cases, including fraud, ensuring fair, evidence-based resolutions for businesses and consumers.
• Collaborated with Ombudsman, senior stakeholders, and management on strategic projects, including establishing a new office.
• Managed investigation teams, embedding best practice standards and ensuring high-quality customer outcomes.
• Produced analysis of complex data sets and risk events using Excel and Access, presenting findings to leadership.
• Acted as a key liaison with senior management and Ombudsmen during high-profile cases, providing updates on risks and progress.
• Developed training materials and facilitated workshops for over 250 investigators, improving consistency across teams.
• Oversaw QA processes, compiling MI and performance reports for senior leadership and recommending process improvements.

Foxtons is London's largest sales and lettings agency holding the largest market share.

• Handled enquiries from 70+ applicants per property during peak rental seasons, ensuring efficient management of high demand.
• Delivered outstanding customer service through regular updates and tailored support, strengthening client loyalty.
• Managed the full lettings process, including inspections, advertising, viewings, and applicant selection.
• Reviewed and approved tenant applications on behalf of landlords, ensuring compliance with policies and requirements.
• Verified tenant references to confirm credibility and reduce landlord risk.
• Maintained expert knowledge of London’s rental market trends to support client pricing and decision-making.
• Coordinated tenancy agreements and contract signings, ensuring smooth transitions for all parties.
• Matched client needs with suitable property options, enhancing customer satisfaction and retention.
• Built a strong professional network within the real estate industry, generating referrals and repeat business.
• Organised workload effectively through structured diary management, consistently meeting daily and weekly targets.

• Strengthened client relationships through tailored communication and proactive financial support, improving customer satisfaction and retention.
• Streamlined internal processes to enhance efficiency, resulting in faster service delivery and higher productivity.
• Managed complex customer transactions while ensuring strict compliance with legal, regulatory, and security standards.
• Processed a wide range of customer requests, including account openings, loan applications, and service queries.
• Delivered credit products and facilitated debt consolidation solutions, supporting customers in achieving financial stability.
• Executed CHAPS and SWIFT payments, adhering to operational controls and fraud prevention measures.
• Led fraud detection and prevention efforts by identifying and escalating fraudulent applications, reducing potential losses.
• Advised customers on mortgages, savings, and investment products, ensuring suitability and compliance with AML requirements.
• Developed expertise across retail banking services, supporting cross-selling and holistic financial guidance.
• Consistently met sales and service targets through effective customer engagement and needs-based product recommendations.