Manatosh Maiti

Operations Associate

Hyderabad, Telangana, India9 yrs 1 mo experience

Most Likely To SwitchAI Enabled

Key Highlights

Led a 25-member team in global moderation operations.
Achieved 100% SLA adherence during high-severity escalations.
Transitioning into analytics-driven risk and strategy leadership.

Stackforce AI infers this person is a SaaS expert specializing in Trust & Safety and Risk Analytics.

Contact

manatoshtech09@gmail.com LinkedIn

Skills

Core Skills

Trust And SafetyPlatform Risk GovernanceFraud Risk ManagementCustomer SuccessOperational Efficiency

Other Skills

Cross-functional CollaborationsCustomer ServiceAI-driven analyticsWorkflow enhancementsModeration operationsLean Six SigmaMachine LearningQuality AssuranceRisk AnalyticsData CurationRisk MitigationCustomer SupportCRM AnalysisData-Driven TroubleshootingFraud Investigations

About

With 9+ years in Trust & Safety, Fraud Risk, and Platform Integrity, I build the operational systems that keep global digital platforms safe, compliant, and scalable. At Genpact, I lead enterprise T&S programs across India and the Philippines — scaling from 69 to 127 FTEs, cutting AHT by 45% (20s to 11s) via Lean Six Sigma, training AI moderation models on multi-modal datasets, and maintaining 100% SLA adherence. I have led a 25-member team through platform policy enforcement, fraud detection pipelines, and cross-border compliance operations. Transitioning into analytics-driven risk and strategy leadership. Pursuing an MBA in Business Analytics at Symbiosis (2025-27), building hands-on skills in SQL, Python, and BI tools. Core expertise: Platform Risk | Fraud Risk Management | Trust & Safety | Risk Analytics | Business Analytics | Policy Enforcement | Cross-Functional Leadership Open to senior T&S leadership and Risk Analytics roles — manatoshtech09@gmail.com

Experience

9 yrs 1 mo

Total Experience

4 yrs 6 mos

Average Tenure

8 yrs 3 mos

Current Experience

Genpact

3 roles

Front Line Manager (Platform Risk Governance)

Promoted

Aug 2022 – Present · 3 yrs 9 mos · On-site

Led 25-member moderation operations team overseeing end-to-end review workflows for global social media platforms, ensuring SLA and policy compliance.
Scaled moderation workforce from 69 to 127 FTEs (84% growth) across India and the Philippines, maintaining AHT, utilization, and case throughput KPIs.
Implemented automation and workflow enhancements reducing Average Handling Time by 20%, improving operational efficiency across global delivery.
Supervised multi-modal content review (text, image, video) ensuring removal of policy-violating content and maintaining platform safety standards.
Architected automated content translation integration; established cross-border GCC nodes with gamified LMS frameworks improving productivity by 20%.
Leveraged AI-driven analytics and risk scoring models to proactively identify policy violations and emerging content trends, improving decision accuracy and reducing escalation rates across global moderation operations.

Cross-functional CollaborationsCustomer ServiceTrust and SafetyPlatform Risk Governance

Process Developer (Trust & Safety Policy SME)

Promoted

Oct 2019 – Jul 2022 · 2 yrs 9 mos · On-site

Optimized moderation workflows using Lean Six Sigma methodologies, reducing AHT by 45% (20s to 11s) and doubling team throughput
Orchestrated supervised ML data pipelines for multi-modal datasets (text, image, video) to train AI moderation models for automated threat detection.
Directed global Quality Assurance framework using statistical Root Cause Analysis, improving moderation accuracy from 97% to 99%.
Maintained 100% SLA adherence during Tier-1 high-severity risk escalations.

Cross-functional CollaborationsCustomer ServiceTrust and SafetyFraud Risk Management

Process Associate (Threat Mitigation)

Dec 2017 – Sep 2019 · 1 yr 9 mos · On-site

Executed high-precision multi-modal data curation to train supervised machine learning models for automated policy violation detection.
Managed 24/7 policy enforcement, enhancing user satisfaction scores by 30% through effective risk mitigation strategies.
Deployed Advanced Recognition Software, resulting in a 40% reduction in peak-window ticket volumes and a 25% decrease in platform downtime.

Customer ServiceRisk AnalyticsTrust and SafetyFraud Risk Management

Concentrix

Practitioner (Customer Success)

Dec 2016 – Oct 2017 · 10 mos · Kolkata, West Bengal, India · On-site

Analyzed CRM architecture to identify and eliminate critical revenue leakage points, achieving a 15% reduction in billing errors.
Ensured high customer satisfaction with a 95% CSAT score through rigorous data-driven troubleshooting standards.
Achieved a 90% First Contact Resolution (FCR) rate, enhancing overall customer experience and operational efficiency.

Customer ServiceCustomer SupportCustomer SuccessOperational Efficiency