ANNARITA SUSANNA RAPHAEL
Bengaluru
Summary
Dynamic operations leader with a proven track record at Amazon Development Centre India, driving fraud prevention and risk analysis initiatives. Achieved an 87% reduction in chargeback losses through strategic planning and process optimization. Skilled in stakeholder engagement and resource allocation, fostering high-performing teams to deliver exceptional results.
Overview
20
20
years of professional experience
Work History
Manager - Rental Operations
PRETIUM ENTERPRISE
08.2023 - Current
- Led 139-member organization in Rental Operations, Procurement, Utility Administration, and Renovations to drive operational excellence.
- Delivered approximately $8M business impact through automation and transformation initiatives.
- Generated $4M efficiency gains through cycle-time reduction and process optimization.
- Identified and resolved $2M monthly financial leakage through proactive controls and governance.
- Developed KPI frameworks, business continuity plans, policy governance, and workforce optimization initiatives to enhance organizational performance.
- Partnered with Product, Technology, Finance, Procurement, and Operations stakeholders for strategic transformation initiatives that improved operational efficiency and stakeholder experience.
Manager
AMAZON DEVELOPMENT CENTRE INDIA
12.2017 - 08.2023
- Led global fraud prevention and transaction risk operations across India and Japan.
- Managed 80+ specialists and 4 Team Leaders.
- Reduced chargeback losses by 87% through Lean Six Sigma interventions.
- Led annual planning, capacity management and automation programs.
- Hired and developed 150+ employees and future leaders.
- Reduced customer impact from 24% to <2% during critical system incidents.
Assistant Manager Operations
HINDUJA GLOBAL SOLUTIONS
06.2012 - 12.2014
- Led healthcare operations processing 130,000+ claims monthly.
- Managed 55 associates and 3 Team Leaders.
- Reduced repeat errors from 1.69% to 1.4%.
- Received Best Improved Team Quality and Lowest Attrition awards.
Team Leader
ALTISOURCE BUSINESS SOLUTIONS
01.2011 - 12.2012
- Led mortgage servicing and property operations teams supporting US clients.
Team Leader / Quality Analyst / Executive
WIPRO
01.2007 - 12.2011
- Managed telecom and technical support operations and achieved top customer satisfaction performance.
Education
Executive Program in Operations Management -
Indian Institute of Management Calcutta
M.Sc. - Physiology
University of Calcutta
B.Sc. (Honours) - Physiology
University of Calcutta
Skills
- Business transformation
- Operational efficiency
- Process optimization
- Financial governance
- Fraud prevention
- Capacity management
- Risk analysis
- Stakeholder engagement
- Strategic planning
- Resource allocation
Signature Achievements
- $12M+ in measurable business impact through automation and transformation programs.
- $2M monthly financial leakage eliminated through governance and process redesign.
- Led 139-member operations organization with multi-layer leadership structure.
- Reduced Amazon chargeback losses by 87%.
- Improved productivity equivalent to 7-10 FTEs annually.
- Hired, coached and developed 150+ employees.
Cross Functional Leadership
- Partnered with Product, Technology, Finance, Legal, Risk, Compliance and Operations teams to execute transformation programs and business launches.
- Influenced senior stakeholders across India, US, EU and Japan to align operational strategy, governance and customer experience goals.
- Led cross-border automation initiatives, process redesign programs and workforce optimization projects.
- Drove collaboration between Operations, Capacity Planning, Training, Quality and ACES (Amazon Customer Excellence System) teams to deliver productivity and service improvements.
Certifications And Leadership
- Six Sigma Yellow Belt
- Lean Methodologies
- Amazon ASCEND Leadership Program
- Competent Communicator - Toastmasters International
Enterprise Transformation Impact
Recognized for delivering enterprise transformation, governance redesign, cost optimization, COE model, workforce productivity improvements and executive stakeholder alignment resulting in significant financial and operational outcomes.
Core Leadership Expertise
- Operations Strategy
- Business Transformation
- Program Management
- Operational Excellence
- Process Automation
- Lean Six Sigma
- Shared Services
- Workforce Planning
- Capacity Management
- Risk & Compliance
- Stakeholder Management
- Governance
- Change Management
- Customer Experience
Timeline
Manager - Rental Operations
PRETIUM ENTERPRISE
08.2023 - Current
Manager
AMAZON DEVELOPMENT CENTRE INDIA
12.2017 - 08.2023
Assistant Manager Operations
HINDUJA GLOBAL SOLUTIONS
06.2012 - 12.2014
Team Leader
ALTISOURCE BUSINESS SOLUTIONS
01.2011 - 12.2012
Team Leader / Quality Analyst / Executive
WIPRO
01.2007 - 12.2011
Executive Program in Operations Management -
Indian Institute of Management Calcutta
M.Sc. - Physiology
University of Calcutta
B.Sc. (Honours) - Physiology
University of Calcutta