Amit Saikia
New Delhi
Summary
Results-oriented Payment Operations Analyst specializing in chargebacks and cross-border payments. Optimizes processes to enhance operational efficiency and drive continuous improvement. Excels in stakeholder management and process mapping, consistently meeting SLA targets.
Overview
11
11
years of professional experience
Work History
Payment Operations Analyst
National Australia Bank (NAB)
04.2023 - Current
- Serving as Authorizer and SME for TNA, Half yearly Dividend payments, Ad Hoc Payments, Refunds and INOP Accounts, ensuring accurate processing and regulatory compliance.
- Managed workload allocation across operational queues while consistently achieving SLA adherence and optimizing productivity.
- Maintained process documentation, resolved complex payment queries, and drove continuous improvement initiatives to enhance operational efficiency.
- Performed Process Mapping, CSA, RCA and partnered with DCO to strengthen operational controls and reduce process risk.
- Led knowledge transfer for Vietnam PPS migration from NAB India and cross-trained Australian Operations on TNA Exceeds.
- Reviewed daily reporting for discrepancies and inaccuracies.
- Facilitated cross-departmental meetings to align objectives and streamline communication across teams.
- Organized and managed staff leave requests and maintained attendance tracker along with skill matrix.
Payment Specialist
AWP Assistance (India) Pvt. Ltd.
09.2021 - 04.2023
- Managed SWIFT & SEPA insurance claim payments, ensuring adherence to SLA.
- Collaborated with banks to resolve payment exceptions, enhancing customer experience.
- Performed payment allocation, reconciliation and exception management.
- Allocation of works to ensure SLA are not breached and payments are processed, providing hourly reports.
- Maintained Currency Requirement Sheet and communicated LOB currency updates.
- Ensuring all failed claim payments and
communication is issued in a timely Manner. Understanding of MT 103, 202, 202, MT 199, MT 195, 196,192 etc. - Managing the RBR (Reissue before return), Cheque payments, Bank statement, Complaints, Bank charges.
Chargeback Analyst
Bank of America
11.2015 - 09.2021
- Managed Visa & Mastercard end-to-end chargebacks, representations.
- Investigated disputed transactions and analyzed evidence to mitigate financial losses.
- Consistently achieved SLA, productivity and quality targets.
- Identified process improvement opportunities, streamlining operations and enhancing efficiency.
- Served as SME, mentoring new hires and facilitating knowledge sharing to improve team performance.
- Conducted internal quality reviews to ensure compliance with standards.
- Assisted in reducing IPQ pipeline, successfully clearing pending cases and improving case resolution times.
Education
M.Com -
IGNOU
06-2021
B.Com (Hons) - SOL
Delhi University
11-2014
Skills
- Payment Operations, Disputes Cards and Insurance claims
- Domestic & Cross-border Payments
- Chargebacks
- Visa & Mastercard
- ISO 20022, SWIFT, SEPA
- Process mapping
- Operational controls
- Continuous improvement
- Project management
- Workload allocation
- Stakeholder Management
- Microsoft Excel, PowerPoint, SQL
- IMS, Ebob, sieble, Nab connect
- VROL, TSYS, MasterCom
- Problem solving
- Attention to detail
- Process updates
Languages
English, Hindi, Punjabi
Accomplishments
- 3 Star awards for exceptional performance and delivering quality work while managing BAU.
- Appreciation emails for training or knowledge transfer, attention to details, escalation management from Manager, Product owner, stakeholders, DCO.
- Multiple High Five Awards
- Bronze Award for Business Improvement Ideas
- LOB Recognition Awards
- Quality Champion Award
- Star of the Month Award
Additional Information
Positive, goal-oriented professional committed to continuous learning, teamwork and delivering operational excellence.
Timeline
Payment Operations Analyst
National Australia Bank (NAB)
04.2023 - Current
Payment Specialist
AWP Assistance (India) Pvt. Ltd.
09.2021 - 04.2023
Chargeback Analyst
Bank of America
11.2015 - 09.2021
M.Com -
IGNOU
B.Com (Hons) - SOL
Delhi University