Hi, I’m
ARJUN HARIKRISHNAN
Chennai
Summary
Dynamic Senior Product Manager with a proven track record at Temenos India, excelling in client communication and project management. Expert in utilizing Jira for efficient ticket tracking and prioritization, ensuring high client satisfaction. Adept at cross-functional collaboration and process improvement, driving successful product delivery and enhancing user experiences.
Overview
13
years of professional experience
Work History
Temenos India Private Limited
Senior Product Manager Support
10.2023 - Current
Job overview
- Function as the bridge between Temenos and designated Clients & Function as the Single Point of Contact (SPOC)
- Actively monitor outstanding tickets logged under allocated clients
- Prioritize open tickets for analysis based on client s feedback
- Use Jira tool to track project tracking on regular basis with continuous follow ups till closure also applicable for end to end product delivery
- Collaborate with cross-functional teams and internal teams in all aspects of the product lifecycle
- Prioritize tickets in Maintenance and ensure delivery as per SLA
- Track delivery from start to end across clients for all product defects and communicating actively
- Communicate about re-schedule in the delivery of fixes, if any
- Follow-up with client for any additional information required for logical closure of ticket
- Liaise with Client and Account/Project Managers to understand different milestones like UAT, Upgrade, go-Live etc., and keep department informed
- Communicate the user stories for new and enhanced reporting features in the product with collaboration with product team
- Mentor support managers in specific regions and also take care of Top Tier clients
- Function as Support Account Manager for specific PWM clients
- Ensure and Maintain High Satisfaction rating from clients
PayPal India Private Limited
Senior Internal Consultant and Advice (ICA) - Resolutions and Protections
05.2019 - 10.2023
Job overview
- Perform global quality analysis for entire R and P (Chennai,Bangalore,Omaha,Shanghai Dublin)
- Important member of the Global specialist team representing Chennai for Risk operations Part of Global specialist team worldwide with 60 members across the site
- Provide feedback to teammates for process related queries, provide ideas for process enhancement, and coach teammates regarding process updates
- Handling executive escalation mails and assigning tasks to teammates, manage queues based on global volume
- Conducting Global Calls every week to discuss on process trends, queries feedback updates related to process
- Handled 3 different teams, allocated tasks scheduled follow ups of daily tasks, creating reports and providing insights on process enhancement
- Trained more than 100 members in different batches for Chargeback process for Chennai Bangalore Shanghai sites
- Additional tasks including Team Leader tasks and responsibilities
- Deploying teammates for daily tasks and queues based on volume
- Providing feedback based on error trends
- Performing Analytics based on internal and external data analysis using info graphics
- Action plans designed for process improvement
- Empowerment action in work-flow taken to minimize loss and ensure no financial loss occurs
PayPal India Private Limited
Chargeback Specialist
03.2017 - 04.2019
Job overview
- Apply all protection policies for case completion appropriately and making highly discretionary decisions
- Disputing and Accepting chargeback cases received from the processors based on the merit of the case following the guidelines seen in the SOP
- Adhering to AHT and Net win rate as per processor requirements
- Attending calls with onshore SA&E team to discuss on chargeback process in depth and have effectively sharing the knowledge across teammates
PayPal India Private Limited
Protection Services Specialist (INR and SNAD)
04.2016 - 03.2017
Job overview
- Cross skilled in protection services for INR (Item not received) claims and SNAD (Significantly not as described)
- Adhering to PayPal policy and procedures throughout while working on claims and appeals
PayPal India Private Limited
Suspicious Activity Report Analyst (SAR)
04.2016 - 03.2017
Job overview
- Worked in SAR process for a year monitoring the transactions of PayPal customers based on the alert rules triggered
- Based on the investigation, decision were made either to escalate or dismiss the case based on the US regulatory requirements
- Responsible for identifying and researching the patterns, trends in complex transactional and customer data to detect, prevent, mitigate and report suspicious activity related to money laundering, terrorist financing and structuring and escalating cases based on the fraudulent pattern
- Gather, prepare & package documentation & information on a diverse group of customers, accounts & monetary transactions in accordance with Federal regulations
- Conducted research that utilized internal and external public and private databases to compile a portfolio of information on funds transfer and or check instrument products/transactions
- Have attended escalation/dismissal calls with onshore SA&E to discuss on denials and have effectively brought out solution for the same
PayPal India Private Limited
Customer Identification Program
10.2015 - 03.2016
Job overview
- Worked in Customer identification Program (CIP) by verifying the customer Name, Date of birth, Address & SSN for North America customers based on US regulatory requirements via admin tools, Lexis Nexis tools, Zoot and Experian
- Worked in Name change process ensuring Name changes are made according to the correct documentation obtained
E BILLING SOLUTIONS PVT LTD
CLIENT RELATIONS EXECUTIVE
12.2011 - 10.2015
Job overview
- Company Overview: E-Billing Solutions (EBS) provides a consultative approach to Indian Merchants for facilitating suitable online payment solutions and benefit from the exponential growth witnessed in E-commerce
- Working as Client relations Executive, dealing with merchants and guiding those regarding daily transactions for card payments (both domestic and international) through a Ticketing system
- Handling transactions in Ogone payment gateway which deals with creation of new account integration of PG and activation of payment options
- Handling settlement of queries for EBS-PAYPAL and EBS-OGONE process
- Ensuring priority and critical support for esteemed merchants by taking quick action for any issue related to payments within SLA
- Performing data analysis, for key merchants and updating reports based on transaction success and failure rate payment option wise for each merchant on regular basis
- Monitoring transaction rate for successful, failed payments once in thirty minutes and taking corresponding action based on the success rate
- Good knowledge of features in Payment gateway system such as Tokenization IVRS and Multi bank integration for foreign card transactions
- Escalating issues according to their severity / priority and liaise with other departments wherever necessary
- Ensuring regular follows up using calls and emails for merchants until issue resolution
- Co-coordinating with different types of banks to get the update for different types of payment methods (Credit card, debit cards, net banking etc.)
- Create proper awareness among merchants regarding transactions and providing them sufficient knowledge based on their query
- Preparing Training modules for the different tools present in EBS and helping peers (knowledge sharing)
- Part of Risk, Activations and Documentation team in reviewing fraud transactions, documents and activation of payment methods for each merchant
- E-Billing Solutions (EBS) provides a consultative approach to Indian Merchants for facilitating suitable online payment solutions and benefit from the exponential growth witnessed in E-commerce
Education
SRM Easwari Engineering CollegeChennai
B.E from Electrical and Electronics Engineering
01.2011
Skills
- MS Office
- SharePoint
- Tableau
- Jira
- E-commerce
- Online payments
- Chargebacks
- Fraud detection
- Payment detection
- Project management
- Client communication
- Product lifecycle
- Cross-functional collaboration
- SLA management
- Data analysis
- Mentorship
- Client relationship management
- Process improvement
Accomplishments
- EBS E Billing Solutions
- Part of unique training module conducted in Belgium for EBS-OGONE integration process Oct-Nov 2013.
- Recognized as the best employee for 5 consecutive quarters for overall performance and quality in EBS (July-Sep 2012, Oct-Dec 2012, Jan-Mar 2013, Apr-Jun 2013, July-Sep 2013).
- Best overall performer for the year 2014 recognized with incentives for every quarter Q1, Q2, Q3, Q4.
- Best performer for Q1 2015 for overall quality.
- PAYPAL
- Rewards and Recognitions winner (Team Champion Award Winner 2016 -2022).
- Spot Award Winner 2016, 2017, 2018, 2019, 2020, 2021.
- Information security quiz winner - Adhering to values for information security.
- Table Tennis Champion for 2017, 2018. Finalist in 2019.
Timeline
Senior Product Manager Support
Temenos India Private Limited
10.2023 - Current
Senior Internal Consultant and Advice (ICA) - Resolutions and Protections
PayPal India Private Limited
05.2019 - 10.2023
Chargeback Specialist
PayPal India Private Limited
03.2017 - 04.2019
Protection Services Specialist (INR and SNAD)
PayPal India Private Limited
04.2016 - 03.2017
Suspicious Activity Report Analyst (SAR)
PayPal India Private Limited
04.2016 - 03.2017
Customer Identification Program
PayPal India Private Limited
10.2015 - 03.2016
CLIENT RELATIONS EXECUTIVE
E BILLING SOLUTIONS PVT LTD
12.2011 - 10.2015
SRM Easwari Engineering College
B.E from Electrical and Electronics Engineering
Strengths And Abilities
- Capable of adjusting and adapting to different environment, making friends with ease, work with full commitment and positive attitude.
- Ability to work under pressure and multitask effectively.
- Self-motivated and high in self-confidence.
Other Skills
Cricket, Table Tennis, Carrom, Singer
Personal Information
- Date of Birth: 09/22/88
- Gender: Male
- Nationality: Indian
Languages
- English
- Tamil
- Sanskrit
Academic Chronicle
B.E, SRM Easwari Engineering College, Anna University, 05/2011, Anna University, Electrical and Electronics Engineering
Activities
- Organized technical events for College Symposium, member of winning rolling shield for 3 consecutive years.
- Represented the school cricket team for U12, U14, and U16 level.
- Active member of cultural events such as music, dramatics, quiz.
Skill Sets
- MS Office
- SharePoint
- Tableau
- Jira
- E-commerce – Online payments and systems
- Chargebacks and Fraud Payment detection
Strengths And Abilities
- Capable of adjusting and adapting to different environment, making friends with ease, work with full commitment and positive attitude.
- Ability to work under pressure and multitask effectively.
- Self-motivated and high in self-confidence.
Other Skills
Cricket, Table Tennis, Carrom, Singer
Personal Information
- Date of Birth: 09/22/88
- Gender: Male
- Nationality: Indian
Languages
- English
- Tamil
- Sanskrit
Academic Chronicle
B.E, SRM Easwari Engineering College, Anna University, 05/2011, Anna University, Electrical and Electronics Engineering
Activities
- Organized technical events for College Symposium, member of winning rolling shield for 3 consecutive years.
- Represented the school cricket team for U12, U14, and U16 level.
- Active member of cultural events such as music, dramatics, quiz.
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