Aayush Sharma
Fraud Investigation Manager - Dispute Back Office
Pune,MH
Summary
Results-driven Fraud Investigation Manager with expertise in team leadership, complex problem-solving, and risk compliance. Proven track record in enhancing operational efficiency and customer satisfaction through transformative initiatives.
Overview
3
3
Languages
14
14
years of professional experience
Work History
Fraud Investigation Manager
Barclays Global Service Centre
06.2023 - Current
- Executed risk management protocols to ensure compliance with regulatory standards.
- Coordinated with compliance and legal teams to develop new procedures including disputing arbitration rulings.
- Facilitating auditors through controls testing for quarterly, bi-annual, and annual audits regarding risk and compliance self-assessment (RCSA).
- Adhering to Regulation Z protocols.
- Configured letter controls in partnership with CAAM to address risks associated with Regulation Z compliance.
- Directed multiple transformation initiatives alongside robotics automation procedure (RPA) team to improve process efficiency
- Maintained professional demeanor by staying calm when addressing colleagues during their monthly one-on-one's.
- Engaged with stakeholders, including transformation and automation teams, to identify and implement work efficiency optimizations.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Engaged with various stakeholders including transformation and automation team to optimize work efficiency.
- Mentored staff on best practices, fostering a culture of continuous improvement and learning.
- Facilitate annual attestations of all standard operating procedures and applied changes per network partners' guidelines.
- Analyzing monthly operational loss reports and examining interest in monthly losses.
- Maintained professional demeanor by staying calm when addressing collegues during their monthly one-on-one's.
- Developed and maintained relationships with customers and suppliers through account development.
- Analyzed monthly operational loss reports to identify trends and assess impact on financial performance.
- Managed various partner card conversion and de-conversion efforts in partnership with other banks.
Senior Analyst
Barclays Global Service Centre
03.2022 - 05.2023
- Evaluated loan applications for completeness, accuracy, and adherence to regulatory requirements.
- Advised management on risk assessment strategies based on emerging lending trends and regulatory changes.
- Advised management on risk assessment strategies, ensuring alignment with emerging lending trends and regulatory changes.
- Developed comprehensive reports to summarize underwriting decisions and justifications for stakeholders, supporting transformation and automation initiatives.
- Automated document flow, streamlining acceptance programs for borrowers and enhancing operational efficiency.
- Facilitated enhanced due diligence, aligning with industry regulations. Performed meticulous customer due diligence, ensuring accurate identity verification. Implemented affordability assessments to gauge financial viability of applicants. Conducted periodic policy reviews to maintain lending integrity. Reviewed credit histories meticulously before loan approvals.
Process Advisor
Barclays Global Service Centre
02.2019 - 02.2022
- Managed collections process for overdue accounts, ensuring timely follow-up and resolution.
- Negotiated payment plans with the customers facing financial hardship.
- Negotiated payment plans with clients to facilitate debt recovery and maintain customer relations.
- Devised approaches to lower outstanding balances while boosting customer satisfaction rates.
- Facilitated exceptional customer service by recognizing clients' financial circumstances while working towards advantageous outcomes.
- Collaborated in daily meetings with stakeholders to drive process improvements.
Team Leader
Optimal Transnational Pvt. Ltd.
03.2014 - 02.2019
- Facilitated collaboration among teams to boost operational efficiency and simplify processes.
- Implemented training programs boosting team performance and cultivating skill enhancement.
- Executed quality control strategies optimizing sales efficiency.
- Streamlined project timelines and ensured efficient resource allocation to align with organizational goals.
- Supervised team of 25 tele sales agents driving revenue to AUD 4000.00 per FTE.
- Managed stakeholder relationships across all functions including transformations, automation, MI team, sales execution team.
- Set performance standards for team, monitoring advancement towards targets and supplying constructive feedback as needed.
Telesales Representative
Optimal Transnational Private Limited
06.2012 - 03.2014
- Generated targeted sales leads for insurance and mortgage brokers in Australia and the U.K.
- Conducted thorough product demonstrations to address customer needs and concerns.
- Managed customer inquiries, providing accurate information to ensure satisfaction.
- Utilized CRM software to track interactions and optimize follow-up processes.
- Preserved sales and leads per hour standards while delivering high-quality leads that satisfied client criteria for optimal sales outcomes.
Education
Bacholer's of Commerce - Accounts And Finance
Shree Junagadh Kelavani Mandal Sanchalit Collage
Junagadh, India 04.2001 -
12th - Commerce
Carmel Convent School Junagadh
Junagadh, India 04.2001 -
10th -
Carmel Convent School Junagadh
Junagadh, India 04.2001 -
Skills
Fraud analytics
Risk assessment
Compliance auditing
Transformation and Automation
Project planning
Cross-functional teamwork
Team leadership
Staff training
Recruiting and interviewing
Performance evaluations
Decision-making
Problem-solving
Time management
Workforce management
Compliance auditing
Timeline
Fraud Investigation Manager
Barclays Global Service Centre
06.2023 - Current
Senior Analyst
Barclays Global Service Centre
03.2022 - 05.2023
Process Advisor
Barclays Global Service Centre
02.2019 - 02.2022
Team Leader
Optimal Transnational Pvt. Ltd.
03.2014 - 02.2019
Telesales Representative
Optimal Transnational Private Limited
06.2012 - 03.2014
Bacholer's of Commerce - Accounts And Finance
Shree Junagadh Kelavani Mandal Sanchalit Collage
04.2001 -
12th - Commerce
Carmel Convent School Junagadh
04.2001 -
10th -
Carmel Convent School Junagadh
04.2001 -