Download PDF

Career Highlights

Successful Senior Executive in High-Impact Information Management, Operations, Services, and Consulting areas. Extensive experience in providing client services and managing large operational and client focused teams. Significant track record and demonstrated success as a Process Champion, Change Agent and Innovative Entrepreneur in managing new business development, solution delivery and long-term strategic planning.

Consistently recognized for Operational Excellence, transformation and Innovation. Confident background in hiring, training, supervision, motivation, deployment and development of top-notch talent at corporate management, staff and field levels. Led start-up organizations through periods of rapid growth and change and is skilled at building relationships with technical individuals as well as with C-level executives.Immaculate resource management skills. Keen eye for minute details.

Exceptional ability to instill a natural sense of urgency in all project work to meet aggressive deadlines. Highly practiced in ability to prioritize and organize broad range of strategies and issues, and drive initiatives towards meeting cost requirements and maximized bottom line success through skill enhancement by effective leadership and management skills within the organization. Ability to deal with confrontation in a calm, professional manner to resolve difficult situations by effective communication and developing people to lead from front. Extensive exposure to cross-cultural dynamics and international business practices in EMEA, LAC, JAPA, and North America.

Skills

Client Relationship Focus (B2B & B2C)
Operations Management
Cross Culture Dynamics (Globally)
Startups
Process Efficiency/Collaboration and Teamwork
Risk Management & Transaction Processing
AML/KYC
Fraud Management & Analytics
Chargeback Management
Driving Performance and Innovation

Core Competencies

Visionary: Ensure that all outstanding items are functioned in timely manner for smooth functioning of the business operations. Act as an interface between Management, People and Clients/Customers.

Decision Making: Formulating policies and plan recommendations for the management decide or guide courses of action in operations by employees.

Management: Oversee operations of the organization, implement plans, and manage human/financial and physical resources.

Leadership Excellence: Developed, trained and evaluated staff to provide best in class customer service and operational excellence. Motivating others in order to balance customer needs and business success.

Personal Credibility: To influence the outcomes beyond own business & functional area.

Thought Leadership & Innovation: Inspire people both inside and outside organization and driving innovative thinking and alignment on how the team can/needs to adapt to meet the business needs. To keep up with the cutting edge of methodologies.

Career Summary

2013-082017-12
Director-Operations, American Express

Mapped under Global Merchant Services Business unit, Accertify Inc. is a leader in providing software, tools and strategies for preventing online fraud, application fraud and mitigating enterprise-wide risks. Partnered with clients in “Card Not Present” transactions with the most comprehensive and cost-effective solution to their “Revenue Leakage- Fraud and Chargebacks” as well as application support via product offerings, fraud screening techniques, payment gateway, reporting and chargeback application support.

Started India Operations in August 2013 with five employees and transformed the operations in span of 4.5yrs to 85+ employees. Designed and implemented procedures and policy aligned to American Express Blue box values and defined career path framework for the people.

Transitioned client's business across North America, EMEA, LAC and Asia Pacific managing Client Services, Fraud and Chargeback Management. Negotiated contracts with vendors slashing the cost by 30% with pricing/fees, while ensuring the continuation and enhancements of services.

Consistently delivered value added to customers/stakeholders and contributed to organizational sustainability. Improving overall organizational effectiveness and capabilities by working with the management team to support the development and implementation of Performance Excellence Strategy.

Key Highlights:

  • Developed Policies and Procedures to detect, Investigate and Control Fraud along with other stakeholders.
  • Minimized fraud related losses by initiating proactive control procedures, early detection systems and appropriate follow-up actions.
  • Deep dive analysis on new and existing processes to identify fraud risks and strengthened process controls to mitigate fraud.
  • Conducted proactive audits of sample filling & cause investigation into suspect fraud applications.
  • Timely communicated key information and trends by way of a detailed Fraud Control MIS.
  • Served as primary contact for Client related inquiries and resolving service related issues.
  • Integration of third party tools and data validation services into legacy systems.
  • Provide proactive consultation that expand client relationships, drive business growth and improve customer satisfaction.
  • Fostered 10% increase in NPS (customer loyalty) by various Customer Experience projects by identifying & eliminating bottle necks and service numbers.
  • Conducting Quarterly Business Review (QBRs) with clients’ onsite based in North American and Europe.
  • Lead and managed operations portfolio, also includes coaching and developing Leads/Managers to achieve performance goals and maintained associate satisfaction and career advancement.
  • Participated in the development and implementation of system enhancements, which include creating, documenting and maintaining a robust chargeback processing tool to manage debits and credits from diverse systems (Merchants, Credit Card processors, ACH processors, etc.).
  • Professional networking with business leaders across the network and globe for self-enhancement and learning.
  • Identifying negative trends in operational indicators and implemented effective corrective measures with a sense of urgency.
  • Effectively managed operational issues, concerns, negotiation, performance results and relationships. Performance Scorecard for the business and operations.

Achievements:

  • Achieved Employee Pulse score of 86%+ on Leadership, Agility and Career & Learning Development and consistently headed the Employee Engagement and motivation for India Operations.
  • Generated $2.7 Million revenue share for the business in 2016 through Fraud Management.
  • Received Chairman Award from Ken Chenault for “Extra Ordinary” contribution in 2016.
  • Achieved Net Promoter Score (NPS) of 66 in 2015 and 76 in 2016 maintaining client satisfaction.
  • Completed Leadership Excellence certifications from Harvard Business School in October 2017.
2012-052013-08
Consultant – Head of Risk & Fraud Management, Journey Telecom Inc.

Handling end-to-end Risk & Fraud Management and E-commerce transaction processing in telecom domain serving largely across retail, distributor and wholesale customer across United States/Canada & Puerto Rico.

Key Responsibilities Area:

  • Set-up Merchant Account for accepting international card and settlement process and batch handling.
  • Building Fraud Rules and score in order to tackle suspicious transaction along with velocity limit set on transaction.
  • Handling Chargeback received due to Friendly Fraud/Fraud and Unauthorized cases, reviewing, and preparing rebuttals to win the case by dealing with the credit card companies and customers.
  • Setting up Decision Manager Rules which reviews the transaction on real time basis and been reviewed by the team to post any potential frauds.
  • Daily/Weekly/Bi-weekly/Monthly Dashboards on Fraud/Chargeback/Case creation system and rules behavior in order to ensure it does not affect our product sales.
2011-032012-05
Manager – Fraud & Chargeback Management, Fareportal Pvt Ltd.

Fareportal power some of North America’s top 10 travel websites that attract close to a million users a day.

Key Responsibilities Area:

  • Hold Expertise in Financial Operations, Risk Management, Fraud Control.
  • Review of Merchant Charges - Declines / Recovery / Payments.
  • Conference calls with the merchant on batch closing and settlements.
  • Overseeing the daily tracker, studying the MIS & supervising the day to day operations Preparing Trigger and Rules efficiency analysis reports on weekly and monthly basis.
  • Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
  • Coach and mentor sub-ordinates by involving them in decision-making process.
  • Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.
2006-12 2011-03
Team Leader – Fraud/Chargeback & Compliance Management, Xoom Money Transfer Inc.

Managed a team of Fraud/Sr. Fraud Analyst and Quality Coach, developed and assisted them in delivering exceptional customer service, ensuring achievement of revenue generated, quality and productivity standards.

Process consists of Fraud Prevention, Chargeback Management, OFAC compliance check, Risk Management and Analysis.

Key Responsibilities Area:

  • Responsible for the day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front.
  • Ensure all the records and documents maintained as per organizational requirements.
  • Responsible for developing, implementing, maintaining, and enhancing test methodologies that ensure exhaustive testing of all agents to ensure compliance with process specifications, must maintain a high degree of error free procedures and documentation.
  • Ensures high motivation level and retention of manpower.
  • Provided support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.
  • Interviewing job aspirants for our department (Ad-hoc).

Education

Personal Information

Date of Birth: 4th May, 1983

Address: 205, Gracious Tower, Sector 56, Gurgaon, Haryana - 122001

Passport Details: N8721427

Visa: B1-B2 US Visa (10yrs) and UK Business Visa (5yrs)

Marital Status: Single