Manager Operations
Genpact
Total des années d'expérience :13 years, 10 Mois
Manager Operations (Transition) - Disputes Chargebacks, Merchant (Admin & Support)
• Support Opportunity Identification and Solution Design phases, including onsite projects, conducting business analysis, feasibility study, preparing high-level cost benefits analysis
• Proactively address and resolve overall delivery related, transition/process related and personnel related risks and issues
• Look at best possible resource utilization in terms of skills, availability, personal growth and client needs
• Endeavour to enable opportunity of a new business area across various work streams such as recruitment, training and transitions via presentations, meetings, online and offline knowledge resources and extensive documentation
• Overall responsibility of process migration, while ensuring integration with different functions (technology, hiring, training, operations) for successful project execution
• Perform project management activities, including project reviews, progress tracking, status reporting, communication, issue resolution, change control, effective conflict management
• Ensure that migration deliverables, schedule, cost and quality meet contractual commitments and expectations
• Understand customer needs, reengineer and document processes, provide inputs for setting up offshore process
Develop project plan, track and report progress
• Identify risks and develop mitigation plan, timely communication and escalation of risks and emerging issues
• Plan for and execute effective knowledge transfer, change management, engage with client for ensuring sufficient support is available
• Complete Statement of work and obtain sign off from process executives, internal and external legal teams and internal risk and compliance team and ensure sign off completion before commencement of process training in India
• Base Line SLAs, assist clients in setting up SLAs, and data collection
• Responsible for smooth handover to Operations based achievement of agreed deliverables
• Accountable for managing the credit card disputes and merchant services products, operations and related functions within the Bank, ensured proper planning to prioritize, and organize diversified workload
• Ensured that team analysed fraud/disputes cases, checked for required documentation from cardholder/merchant/issuing/acquiring bank for further processing
• Ensured chargeback processes and procedures are documented and maintained
• Monitored and analyzed chargeback levels to provide regular reports on fraud and chargeback levels to senior management and for bank audit
• Ensured that team followed Visa & Master card rules through arbitration/compliance if needed within the stipulated timeframe
• Researched and analyzed chargebacks and made recommendation to improve business processes associated with fraud and chargebacks
• Ensured that team followed required compliance checklist before setting up new merchants with the bank, whilst following up with other departments for pending documents
• Ensured proper fees were charged for all new terminals which got setup for the merchant, at the same time fees were reimbursed if merchants discontinued terminals
• Conducted formal performance management and reporting to customers and senior stake holders
• Deftly managed senior key stakeholder and monthly performance review with the clients
• Accountable for client management, customer complaints reduction and identifying the areas of customer dissatisfaction
• Coordinated Regular “1 On 1” sessions for all employees to understand their issues and concerns
• Attended regular skip session with the team and monthly training planned for the team in order to attain required skills for self-development
• Motivated the staff through reward and recognition programmes along with driving performance
Team Manager - Fraud Detection (Barclay’s Fraud Africa- COE)
• Overall responsibility of process migration, while ensuring integration with different functions (technology, hiring, training, operations) for successful project execution
• Developed and implemented effective Fraud detection and prevention strategies to mitigate fraud losses while ensuring an appropriate balance between risk and customer experience at application, point of sale and within client contact points (Guided a team comprising of 26 Advisors and 3 Team Support Specialist)
• Proactively identified fraud detection issues at the strategic and portfolio level and provided analytical/modelling solutions
• Leverage customer data to build risk segmentation and mitigation strategies
• Identified portfolio monitoring gaps and vis-à-vis worked with MIS team to develop and build necessary reporting
• Applied subject matter expertise to the prioritization and planning of projects in conjunction with fraud management policies and strategies
• Maintained and updated MI and other business data requirements
• Skilled in presenting statistics/reports/returns to the business/management within agreed timescales
Key Achievements
• Successfully transitioned Fraud Detection (Fraud Guard & Instinct) processes for Barclay’s Africa headquartered in Dubai
• Developed expertise in delivering refresher trainings viz. AML and KYC trainings for the teams and other trainings such as internal department trainings, external certification trainings and organisational trainings
• Instrumental in performing the task of identifying the money laundering risks and trends associated with the transactions, filing the suspicious reports to minimise risks such as regulatory risks, legal risks and reputational risks associated with the bank
• Supervised fraud detection analyst in their effort to detect possible customer fraud
• Acquired broad understanding of “Falcon System”, handled process related query and escalated referral calls
• Develops policies and procedures to prevent fraud activities and to recover any incurred losses, facilitated continuous improvement through identification, implementation and sharing of best practice
• Initiated cross-functional initiatives to proactively detect and prevent fraud from occurring
• Facilitated documentation of current procedures and processes that impact fraud, implemented best practices in the industry with regard to fraud detection
• Monitored overall functioning of processes, identified improvement areas, implemented adequate measures to reduce “Fraud Losses” and maximised customer satisfaction
• Ensured accurate completion of MI and other business data requirements
• Tactfully supported and presented statistics/reports/returns to the business/management within agreed timelines
Key Achievements
• Gained significant experience in handling Customer Complaints and helping the department to reduce Operational Losses by resolving issues before going to the next level
• Developed expertise in minimising Operational Risk and ensured adherence to security procedures (Call Coaching and Quality) to negate scope for violation
• Recognised for fair knowledge in KYC and AML Norms and Procedures
• Instrumental in identifying the money laundering risks and trends associated with the transactions
• Excelled in filing the suspicious reports in order to minimise the risks such as regulatory risks, legal risks and reputational risks associated with the bank
• Proficient in identifying potential show stoppers and placing them in “Performance Improvement Plan” to manage mediocrity and underperformance
• Meticulously developed the ability to work as SPOC for handling any data related to Complaints and Service Failures
Provided excellent customer service (Credit Cards) by handling inbound calls for Citibank (US-Client).
•Meeting the sales target on a month to month basis.
•Assisting the Team Leader with daily briefing and helping new recruits understand the process.
•Have cross-trained people on various aspects like Negotiation skills, Quality, Leadership and Time management skills during the class room sessions.
Responsible for setting conference calls for top Corporate Clients like G.E, Infosys, Wipro etc.
• Ensuring and maintaining quality procedures throughout the conference call
Completed MBA - Finance & Marketing from Distance Education