Pooja D.

Operations Associate

Gurugram, Haryana, India14 yrs 7 mos experience

Highly Stable

Key Highlights

Introduced Quality Assurance department at Airbnb.
Developed successful collection strategies at SBI Card.
Implemented compliance testing at American Express.

Stackforce AI infers this person is a seasoned Operations Manager in the Fintech and Hospitality sectors, specializing in compliance and efficiency.

Contact

Skills

Core Skills

Operations ManagementQuality AssuranceCollection StrategyPortfolio ManagementCompliance ManagementProcess Improvement

Other Skills

Stakeholder ManagementTeam LeadershipRelationship BuildingPerformance TrackingRegulatory ComplianceFraud PreventionAnti-Money LaunderingTransaction MonitoringResolving IssuesCustomer ServiceWorkflow ManagementProject PlanningOperations SupportLaunchesBusiness Metrics

About

As an Operations Manager at Airbnb, I leverage my Six Sigma certification and payments finance expertise to assist teams in executing complex and sensitive issues, ensuring the protection of the Airbnb brand and community. I have over 13 years of experience in operations, recovery, and governance, across different industries and domains. I excel in developing and implementing strategies to drive efficiency, risk mitigation, and strategic problem-solving. At Airbnb, I introduced a dedicated Quality Assurance department that significantly reduced social media escalation resolution time and increased quality efficiency. Previously, at SBICARDS, I developed and executed a collection strategy for the Write Off portfolio, resulting in a substantial increase in the rate of recovery. At American Express, I implemented testing strategies to ensure regulatory compliance and improved process efficiency. I also led and managed high-performing teams of analysts, fostering a culture of excellence. I am passionate about solving complex problems and making data-driven decisions, using my skills in C, C++, SQL, and Python. I recently earned my MBA degree from the Indian Institute of Management Amritsar.

Experience

14 yrs 7 mos

Total Experience

4 yrs 11 mos

Average Tenure

4 yrs 8 mos

Current Experience

Airbnb

Operations Manager

Oct 2021 – Present · 4 yrs 8 mos · Gurugram, Haryana, India · Hybrid

Stakeholder ManagementTeam LeadershipOperations ManagementQuality Assurance

Sbi card

Manager

Feb 2019 – Aug 2021 · 2 yrs 6 mos · Gurgaon, India

Drive Portfolio efficiency by doing Recovery on Online Channels portfolio on targets allocated to multiple business partners.
Execute Collection Strategy for the online channels and track performance and give inputs to AVP to increase collection effectiveness of online channels.
Develop and implement collection strategies to maximize recovery for the portfolio through digital collection strategies.
Timely review on performance in respective location.
Conduct SVCL-Ensuring timely audit of processes and documents for multiple business partners in respective location.
Motivating teams by imparting knowledge on card industry, negotiate better, escalate cases etc.
Ensure adequate trainings are provided to all corporate partners on all processes.
Increasing profitability by building strategic partnerships and making strategic business decisions.
Developing service procedures, policies and standards.
Managing business of PAN India for recovery on different portfolios.

Team LeadershipRelationship BuildingCollection StrategyPortfolio Management

American express

Manager

Mar 2010 – Aug 2017 · 7 yrs 5 mos · Gurgaon, India · On-site

Roles and Responsibilities:
To conduct account, call & documents audits to ensure day to day operations in compliance with regulatory and legal requirements and internal company policies.
Review ongoing processes and procedures for effective controls.
To collect, organize, track and manipulate data for use in process improvement projects.
Analyze policies and procedures for accuracy and clarity in execution.
Participate in ongoing brainstorming sessions to identify compliance, policy, procedure, case actioning and system gaps and solutions to regulations.
Identifying opportunities for enhancements and challenging the same.
Conduct Compliance reviews, risk assessments, documentation of risk events and monitoring of key risk indicators.

Stakeholder ManagementTeam LeadershipCompliance ManagementProcess Improvement