Deepak Kumaraselvam
Operations Risk Manager
Bangalore
Summary
A leader with a passion to learn and innovate to make things better and simpler. I practice a strong understanding of ethics; endeavor to achieve high standards of value for people. I strongly believe in developing talent and leading by example to motivate the team to deliver brilliant results.
Overview
17
17
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Operations Manager, Trust & Safety (Risk)
noon
03.2021 - Current
- Solutioning with Business & Product team by bringing in the right process/system/policy fixes in a manner that balances between cost & experience
- Planned and executed many PTG (path to green) projects to clear the back logs in the risk transaction queues.
- Designed KPI’s for different functions to improve the operational challenges. Have set functional goals on quality and done time and motion study to improve the productivity of the function.
- Keeping abreast of trends and fraud issues impacting the ecommerce industry.
- Analysing the key levers of the business to identify trends and proactively take action to improve efficiency.
- In charge of taking appropriate actions based on processes, tools, and high-judgment decisions to preserve the buyer and seller experience.
- Leading reviews with Assistant Managers on weekly/monthly business report to take stock of operations and process. The report will concentrate on SLA performance, Productivity, Resource planning, Performance Management of agents and Quality of the escalations handled.
- Check for unusual patterns indicative of suspicious activity and creating MO for the same.
- Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
- Recruiting top-quality Agents, Leads and Managers for fraud/abuse risk investigation.
Manager - Risk Investigation - Payments
Amazon
Bangalore
09.2017 - 03.2021
- Currently associated with Amazon India, Bangalore as Manager - Operations with 2 years of organizational experience. People & Process manager experience of 7 years and an overall experience of 12 years.
- In charge of managing a team of Risk Investigators responsible for investigating buyer and seller/vendor transactions on Amazon.com/.in platforms, and take appropriate actions based on processes, tools and high-judgment decisions.
- Amazon Certified “Making Great Hiring Decisions” which involves effective recruiting strategies, analyzing and defining hiring requirements, Hire & develop the best.
- Set up checklists & Standard Operating procedures (SOP) for better efficiency from Quality efficiency stand point.
- Work with cross functional support systems (Suspicious Monitoring Activity, Risk Mining Support) to understand the Modus Operandi (MO) trends to proactively set up checkpoints & provide inputs for Machine Learning (Automation).
- Liaise with Stake Holders, GPO’s, Program Managers to constantly improvise the overall Quality efficiency, focus on frugality in the form on objectives & metrics, Service & Delivery Excellence
- On boarding vendors/sellers into the Amazon Pay Wallet platform & on boarding vendors using Amazon Pay Widget.
- Dive Deep on Customer Escalations, Preparation of RCA/COE (Correction of Errors) documents using the 5 WHY methodology and arriving at (PTG) Path to Green plan basis the severity of escalations.
- Regularly working & improvising on the SOP’s to achieve better quality, strengthening the core quality checkpoints for the business.
- Weekly/Monthly/Quarterly business reviews on the health/pulse of the business function, Customer Satisfaction & Employee/People Satisfaction using multiple statistical reports.
- Strongly engage with Middle office and be part of KYC/AML interactions to complete the case as per the timeline
Senior Operations Manager
TTK Services Private Limited
04.2016 - 09.2017
- Deciding what the operations resources should be doing and making sure that it is getting done.
- Understanding the goals of the organisation and develop a clear vision of exactly how operations will help achieve them.
- Setting up policies and procedures that align with the organizations overall goals and objectives.
- Reviewing sales data, production and activity reports, financial statements and other information to ensure financial goals are achieved.
Operations Manager
TTK Services Private Limited
05.2013 - 03.2016
- Managed a small team, responsible to meet the expected target set by higher authorities. Setting individual targets for team members based on the previous trends/metrics and ensure they are met.
- Setting up the expected Revenue Reach and forecast for the team month-on-month and quarterly basis. Responsible for generating revenue by reviewing existing client base thereby expanding the scope for business.
- Interacting with senior managers and suggesting them new avenues for the revenue growth, participating in review meetings and conveying the ideas related to process improvement.
- Responsible for conducting required training for the team members about process changes, develop their skill sets to help them achieve their targets.
- Coordinating with the internal Sales Team and providing sample work for the projects to help them provide a quote to the client. Ensure the Team members adhere to the SLA and projects are completed with the specified deadline.
Team Lead
TTK Services Private Limited
03.2009 - 04.2013
- Managed a small team, responsible to meet the expected target set by higher authorities. Setting individual targets for team members based on the previous trends/metrics and ensure they are met.
- Setting up the expected Revenue Reach and forecast for the team month-on-month and quarterly basis. Responsible for generating revenue by reviewing existing client base thereby expanding the scope for business.
- Interacting with senior managers and suggesting them new avenues for the revenue growth, participating in review meetings and conveying the ideas related to process improvement.
- Responsible for conducting required training for the team members about process changes, develop their skill sets to help them achieve their targets.
- Coordinating with the internal Sales Team and providing sample work for the projects to help them provide a quote to the client. Ensure the Team members adhere to the SLA and projects are completed with the specified deadline.
Remote Executive Assistant
TTK Services Private Limited
03.2008 - 03.2009
- Act as the Virtual assistant for the global clients. As a Senior Client Service Executive I take care of all the day-to-day routine back-office work, secretarial help.
- Communicate regularly with the clients through email and phone and manage their MS Outlook calendar; Set up meetings, do travel bookings; online search; create PowerPoint presentations and excel documents; help with social networking sites; Work on client’s online applications that are relevant to their day-to-day work. etc.
- As a Senior Client Service assistant I have worked on projects that include Data Transcription, Internet Research, communicating with vendors on behalf of client (his/her company) and calendar management. Research projects that required me to search information for Historical Events, Research on Law firms, collating information on vendors in wedding industry, collating company details etc.
- I have worked on projects which needed assistance using Ms Office (Word, PowerPoint, Excel and Outlook). I am also involved in various other projects that need expertise in below:
- Email Management
- Calendar Management
- Website Management (using WordPress)
- Audio File Transcription
- PT&E: Travel arrangement and creating Expense report
- Document Management and Data analysis
- Generate Purchase Orders, E-Pay and Vendor maintenance
- Plan, develop, organize, co-ordinate and complete a given request
- Ability to handle a wide variety of tasks
Education
Master's degree - Bioinformatics
Bharathiar University
01.2007
Master of Business Administration (MBA) - Project Management
Sikkim Manipal University - Distance Education
01.2013
Bachelor's degree - Biotechnology
Dr.G.R.Damodaran College of Science
01.2005
Skills
- Internal Financial controls
- IFC
- Agile Project Management
Microsoft Sentinel
Certification
Building Self-Confidence
Awards
Rated Excellent for the performance
Timeline
Operations Manager, Trust & Safety (Risk)
noon
03.2021 - Current
Manager - Risk Investigation - Payments
Amazon
09.2017 - 03.2021
Senior Operations Manager
TTK Services Private Limited
04.2016 - 09.2017
Operations Manager
TTK Services Private Limited
05.2013 - 03.2016
Team Lead
TTK Services Private Limited
03.2009 - 04.2013
Remote Executive Assistant
TTK Services Private Limited
03.2008 - 03.2009
Master of Business Administration (MBA) - Project Management
Sikkim Manipal University - Distance Education
Bachelor's degree - Biotechnology
Dr.G.R.Damodaran College of Science
Master's degree - Bioinformatics
Bharathiar University
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