Jun 2017 – Feb 2021 · 3 yrs 8 mos

Jun 2017 – Mar 2019 · 1 yr 9 mos

• Own Merchant and Transaction risk and manage to keep the risk levels below thresholds
• Manage the balance of controlling risk without causing significant loss of business
• Manage the policies & processes part in an end-to-end manner
• Authorize on-boarding and termination of merchants and manage operational team involved in
• monitoring of merchant activity and transaction monitoring
• Work with risk engineering and product team to develop tools required for better risk monitoring
• Collaborate with risk teams outside to remain on the top of the current trends in the industry
• Work with business heads in estimating the risk of new business ventures
• Efficient Operations management of Chargeback team to ensure limited financial risk
• Prepare risk dashboards and report them on a timely basis to the management
• Coordinate with global (EMEA, LATAM, APAC, others) risk team for best practice sharing

Feb 2016 – Jun 2017 · 1 yr 4 mos

• Manage complete transaction monitoring process through fraud monitoring tool FALCON system & proactive external reviews; meet the stipulated SLA
• Create & maintain robust SOPs & process enabling team to catch transaction fraud early
• Evaluate system & user productivity at periodic basis through metrics like AFPR, ADR, VDR & TDR
• Creating & maintaining adequate customer communication rhythm pertaining to Fraud blocks, Reinstatement & transaction confirmation etc.
• Evaluate current processes/ policies, formulate & implement new fraud strategies through periodic rules rationalization
• Forecast fraud losses and develop annual plan (OP/ MoU)
• Build market intelligence & keep a check on industry through appropriate interaction with industry, merchant, acquirer & network (VISA & MasterCard)

Oct 2015 – Jan 2016 · 3 mos

• Responsible for managing team for auditing transactions across Operations, Customer Services, Collections & Fraud Control Unit.
• Responsible for identifying & setting up rigorous control mechanisms across various processes to ensure that various process gaps are highlighted/ fixed and processes are run
• Responsible for evaluating and measuring the decisioning Quality/ process quality and efficiencies for various process in operations efficiently
• Responsible for ensuring implementation of scientific, dynamic & statistically significant sampling strategies across various audits/ control steps
• Regular interaction/ communication with key stakeholders like risk/ services/ compliance process owners etc to cater their requirements with respect to controls required
• Responsible for initiating key policy/ process changes which will drive improvements in key Metrics like accuracy process efficiency, turnaround time etc. Interaction with stakeholders like Risk, FCU, Sales, Marketing etc.
• Support other key business initiatives/ projects which will have an impact on key business metrics
• Process Insights: To drive process improvements & error rectifications across functions & processes

Aug 2013 – Sep 2015 · 2 yrs 1 mo

• Managing the team of Auditors for Pre & Post-Acquisition process Audits, Regulatory Audits, Documentations, Internal/ External Audits Across Operation & Key Projects.
• Responsible for managing Audit team for handling Operations process Audits.

Nov 2009 – Jul 2013 · 3 yrs 8 mos

• Since Nov’09-Jul'13 at GE Capital India – Process Improvement & Portfolio Manager (HL/ AL) Collections (GE – SBI)
• Key Result Areas
• Process Operations
•  Handled team of 21 GEFT: 2 Assistant Manager/ 4 Senior executive & rest executive and associates
•  Coordinated in developing and implementing process as per the requirement of SBI
•  Monitored the overall functioning of processes, identified improvement areas and implemented adequate measures to minimize delinquency of assigned portfolio and to maximize customer satisfaction level
•  Prepared MIS reports & other statements with a view to apprise management of the process operations; managed portfolio and delivering targeted resolution on monthly basis
•  Ensured timely allocation of Tele-calling Inventory
•  Coordinated with different departments (Dialer, Remittance, Operation, Compliance, PRA and Strategy)
• Client Servicing
•  Managed service operations for rendering and achieving quality standards; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT
•  Assessed the customer feedback, evaluated areas of improvements & provided critical feedback to the associates on improvements and achieving customer satisfaction matrices
• Quality Compliance
•  Involved in setting out quality standards for various operational areas, ensured a high-quality customer experience, while adhering to the service level agreement and work processes
•  Created awareness for driving the projects and process improvement strategy & methodology, ensured maximum operational efficiency
• Team Management
•  Lead, coached and counseled team members; identified and addressed the training needs to groom them for extra responsibilities
•  Created and fostered a healthy environment which facilitates high performance of team members and accomplishments of goals

Jun 2006 – Oct 2009 · 3 yrs 4 mos

• Since Jun’06-Oct’09 at GE Capital India – Credit Card Collections (GE – SBI)
• Portfolio Management
•  Managed Portfolio and deliver targeted resolution on monthly basis
•  Ensured timely allocation of Tele-calling Inventory
•  Regular visit to up-country location’s
•  Track the daily performance of Tele-callers/ FOS
•  Responsible for clearance of Bill/Invoice for field/ telecalling agencies
• Major Attainments
•  Successfully handled entire East, West & North Portfolio
•  Instrumental in making “In-house calling project”; manual calling to dialer calling
•  Successfully handled SOC project for Delhi-X portfolio: - Transition from month-end to SOC (Sum of Cycles)
•  90% time over achieved the collection target assigned for the portfolio
•  Steps taken to improve KP%, NDC% & PTP% : Dialer calling strategy, agency billing and consolidation, focus on alternative payment option, training, contest designing etc
•  Customer centricity & Operational efficiency: - Processes like “Call Listening Session”, “Internal Agency Audit”, “Zero Tolerance Month” etc in place to safeguard customer and process interest
•  Received “Star of the Month”, “Achievers Awards”, “Role Model”, “Growth values” etc for outstanding performance and initiative taken to achieve the target at lowest COC