Satinder
Satinder Kaur is a service operations leader with over three decades of experience, largely within regulated service environments such as banking and financial services. She has worked in both frontlines and leadership roles, building and scaling large-scale, multi-product, multi-channel service operations in environments shaped by growth, regulatory complexity, and rapid change. Over the course of her career, she has led large multi-channel service teams, including setting up and running a 2,000-plus-member contact centre handling over 100,000 customer interactions a day across multiple produRead More...
Service Operations
Books by Satinder Kaur
Organisations don’t fail at service for lack of intent.
They fail because intent doesn’t survive execution.
Despite investments in technology, transformation programmes, and customer initiatives, organisations keep fixing the same problems. Firefighting becomes routine. Outcomes feel unpredictable. Progress doesn’t hold.
Service Operations examines the quiet cause behind this cycle: misalignment between strategy, structure, measurement,
Service Operations
Books by Satinder Kaur
Organisations don’t fail at service for lack of intent.
They fail because intent doesn’t survive execution.
Despite investments in technology, transformation programmes, and customer initiatives, organisations keep fixing the same problems. Firefighting becomes routine. Outcomes feel unpredictable. Progress doesn’t hold.
Service Operations examines the quiet cause behind this cycle: misalignment between strategy, structure, measurement,
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