Sobiya Robertson

• Managing, mentoring and delivering excellence from team of 30 specialists investigating transactions on amazon.com platform and taking actions to mitigate risks based on processes and high-judgment decisions. Provide leadership support to constantly improve service levels based on audit, forecast, capacity & minimize the impact of bad debt by ensuring continuous process improvement, identification and execution of new projects for operational efficiency.
• Conduct recruitment interview to select risk investigators basis aptitude and behavioral requirement. Spear headed various training modules for the selected investigators including induction, soft-skill and English training for core-language investigators esp pertaining to Arabic (MENA) and German investigators.
• Work with multiple stakeholders across geographically dispersed team and consistently deliver projects using lean methodology leading to improvement in quality, productivity & prevent fraudulent transactions thereby ensuring best customer experience.
Professional Achievements -
1. “Rigel award” of the year for manager with best initiative for improving operational process efficiency in function.
2. Improvement in decision quality of site to 99.45% from 97.02%.

• Scrutiny, verification, documentation and opening of CASA and recurring/fixed deposit while following KYC and AML
guidelines. In-charge of promoting & opening of central government social security schemes.
• One point contact for all HNI customers financial requirements. Responsible for branding financial products including
retail and education loans in three underlying bank branches.

• Responsible for resolving grievances of customers of Northern India pertaining to policy servicing, claims, payout and
renewal within minimum TAT. Root cause analysis of customer complaints done and measures taken to decrease the same.
• Coordinated with departments for fraud investigation, financial misappropriation and recommended further action to
mitigate operational, financial and reputational risk.
• Ensured smooth transaction of operational processes pertaining to policy servicing from initiation to fund payout and
minimum error of all proposals at pre-issuance stage via third party vendors while conforming to KYC/AML guidelines.

• Data Analysis and preparation of strategy for 13 pan-India circles to improve operational efficiency in renewal collection.
Designed portfolio-based campaigns & incentive schemes for improving persistency ratio.
• In-charge of analyzing, forecasting, and monitoring Pan-India renewal collection performance. Also responsible for
reporting the business dashboard and collection performance reports to senior management. Prepared Cost Budget and
tracked utilization against it for collection.
• Responsible for Intra and Inter -region communication of key deliverables, training, and action plan of the team.
Conceptualized and executed the development and online publication of departments fortnightly newsletter.
• Development of complaint resolution & vendor management CRM module for monitoring and analyzing the operational
process efficiency of three contact centres and 27 branches with respect to renewal collection. Prepared the Business
Requirement Specification (BRS) document & conducted UAT for CRM module development in collaboration with the
central IT team.
• Management Representative of ISO:9001 audit certification for the department.

As the team lead, I was responsible for maintaining customer relationship and assessing customer satisfaction level. Achieved 90% RPC which was highly commended by Sr. management.