Harshad Kohale

Operations Associate

Hyderabad, Telangana, India9 yrs 11 mos experience
Highly Stable

Key Highlights

  • Proven track record in fraud prevention and investigations.
  • Strong leadership in managing cross-functional teams.
  • Expertise in data analysis and operational improvement.
Stackforce AI infers this person is a Fraud Prevention and Risk Management expert in the Fintech industry.

Contact

LinkedIn

Skills

Core Skills

Fraud PreventionData AnalysisFraud InvestigationsTeam LeadershipCustomer Experience

Other Skills

Internal InvestigationsWorkload PrioritizationService-Level Agreements (SLA)PresentationsPeople DevelopmentCross-team CollaborationStrategic PlanningPerformance MotivationResource ManagementRequirements GatheringCustomer SuccessTeamworkCustomer EngagementPerformance ReviewsQuality Assurance

Experience

9 yrs 11 mos
Total Experience
8 yrs 3 mos
Average Tenure
1 yr 8 mos
Current Experience

Bank of america

Manager

Oct 2024 – Present · 1 yr 8 mos · Hyderabad · Hybrid

  • Managing end-to-end Account Opening and Legal Name Change processes for Commercial & Business Banking clients
  • Driving same-day SLA adherence, pipeline management, and request turnaround timelines
  • Ensuring data accuracy and compliance with banking regulations and internal risk frameworks
  • Monitoring quality metrics, error trends, and implementing corrective actions
  • Handling LOB escalations and ensuring timely resolution with stakeholders
  • Leading a team and setting clear expectations on productivity, quality, and compliance
  • Collaborating with cross-functional teams to improve process efficiency and client experience
Internal InvestigationsFraud PreventionFraud InvestigationsWorkload PrioritizationService-Level Agreements (SLA)Presentations+42

Amazon

4 roles

Manager Risk Investigations

Promoted

Oct 2021 – Oct 2024 · 3 yrs

  • Managed a team of 15–20 specialists handling policy and IP violation investigations across 19 marketplaces
  • Owned quality, productivity, and operational performance metrics
  • Conducted audits and implemented quality improvement initiatives
  • Led process improvements enhancing seller and associate experience
  • Partnered with WFM for capacity planning and SLA adherence
  • Drove site-level productivity metrics including AHT, utilization, and schedule adherence
Oral CommunicationCustomer ExperienceCoachingRoot Cause AnalysisTeam LeadershipPerformance Motivation+29

Customer Service Team Manager

Promoted

Sep 2018 – Oct 2021 · 3 yrs 1 mo

  • Managed multiple teams (20–30 HC) across different processes
  • Delivered on productivity, quality, and customer satisfaction goals
  • Conducted coaching sessions, performance reviews, and team development plans
  • Created and presented business review reports (WBR/MBR/QBR)
  • Identified root causes and implemented long-term solutions
Customer ExperienceCoachingRoot Cause AnalysisTeam LeadershipPerformance MotivationCross-team Collaboration+26

Customer Service Team Lead

Promoted

May 2017 – Sep 2018 · 1 yr 4 mos

Oral CommunicationCustomer ExperienceCoachingRoot Cause AnalysisTeam LeadershipPerformance Motivation+18

Customer Service Associate

Jul 2016 – May 2017 · 10 mos

Oral CommunicationCustomer ExperienceRoot Cause AnalysisWritten CommunicationResource ManagementCustomer Success+4

Education

Nagpur University

Bachelor of Engineering (B.E.) — Computer Technology

Jan 2012 – Jan 2016

RTM Nagpur University

BE — Computer Technology

Jan 2012 – Jan 2016

Maharashtra State Board

HSC

Jan 2011 – Jan 2012

Maharashtra State Board

SSC

Jan 2009 – Jan 2010

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