Devashish Singh
Assistant Manager In Operations, Having An 9 Years Of Experience In Operations, Fraud Prevention And Management Including KYC, CDD, EDD, Escalation Management
New Delhi
Summary
Results-driven Operations Leader with 9+ years of experience managing large-scale digital operations across Amazon and Google programs within the Concentrix ecosystem. Proven expertise in Transaction Monitoring, Payment Gateways, Fraud Detection, Fraud Investigation, AML & KYC, Cyber Crime Investigation, Cyber Crime Awareness, Fraud Prevention, Escalation Management, Content Moderation, chat-based support operations, SLA/KPI governance, client engagement, and large team leadership. Strong track record in process transitions, new business launches, productivity optimization, and stakeholder management. Adept at building high-performance teams, improving concurrency and quality metrics, and delivering consistent client satisfaction.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
Gurgaon
07.2016 - Current
- Handling of fraud control activities for Merchant and Consumer Cases.
- Handling of fraud control activities for UPI Transactions.
- Monitored, detected, and investigated financial fraud and cybercrime activities, analysed suspicious patterns, mitigated operational risks, and collaborated with cross-functional teams to protect customers and organizational assets.
- Investigated and detected fraudulent activities across the Google Platform by analysing suspicious user behaviour and policy violations.
- Identified and investigated fraud ring operations by discovering common patterns, behavioural similarities, and linkages across multiple accounts and activities.
- Reviewed and analysed evolving fraud patterns to design and implement effective fraud detection strategies and risk controls, ensuring balance between fraud prevention and customer experience.
- Achieved compliance with regulatory guidelines and organizational policies by implementing and monitoring fraud risk controls and operational safeguards.
- Managed large chat-based support teams through Team Leaders, ensuring adherence to SLAs in productivity, quality, concurrency, TAT, and attendance to meet operational goals.
- Own end-to-end performance management aligned with client scorecards and contractual KPIs.
- Conduct Weekly, Monthly, and Quarterly Business Reviews with clients, presenting insights, risks, and performance improvement plans.
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
Gurgaon
07.2016 - Current
- Led multiple Google workflows, enhancing operations for Google Pay, YouTube Monetization, Shopping, Publisher, and AdMob.
- Launched Google Shopping and Google Publisher processes in Gurgaon, managing teams of 20 and 70 FTEs, respectively.
- Played a key role in establishing YouTube Monetization teams in Hyderabad (2018) and Bangalore (2021).
- Established YouTube Monetization teams in Hyderabad (2018) and Bangalore (2021), contributing to regional growth.
- Executed process launches and transitions for various projects.
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
Gurgaon
07.2016 - Current
- Lead, coach, and develop Team Leaders and frontline managers.
- Drove employee engagement initiatives to enhance team morale and retention.
- Implemented Early Warning Systems (EWS) to identify and address potential performance issues.
- Collaborated with Training, Quality, HR, WFM, and Talent Acquisition teams to optimize staffing levels and ensure operational preparedness.
- Managed relationships with stakeholders to ensure effective communication and collaboration.
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
Gurgaon
07.2016 - Current
- Leveraged data-driven insights to streamline workflows, resulting in enhanced operational efficiency.
- Optimize chat concurrency and productivity models to maximize cost efficiency.
- Ensure compliance with quality standards, client guidelines, and regulatory frameworks.
- Managed operational budgets and developed cost optimization strategies to align with project goals.
- Implemented performance management strategies to enhance team productivity.
Education
Bachelor of Technology (B. Tech) - Electrical & Electronics Engineering
Maharshi Dayanand University
Rohtak, Haryana09.2013
Senior Secondary (XII) -
K.V. Tughlakabad
New Delhi, India05.2009
Secondary (X) -
K.V. Tughlakabad
New Delhi05.2007
Skills
- Operations & Delivery Management
- Risk Management
- Fraud Detection
- Fraud Prevention
- AML & KYC
- Risk assessment
- Escalation Management
- SLA, KPI & Client Scorecard Governance
- Cybersecurity training
Accomplishments
- Selected to support setup of new YouTube Monetization process at Google Hyderabad (2018).
- Led cross-location expansion of YouTube Monetization team in Bangalore (2021)
- Successfully delivered end-to-end launch of multiple Google verticals (Shopping, Publisher, AdMob).
- Consistently maintained high client satisfaction and performance ratings.
Certification
Six Sigma Green Belt
Timeline
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
07.2016 - Current
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
07.2016 - Current
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
07.2016 - Current
Assistant Manager – Operations (Google & Amazon Projects)
Concentrix
07.2016 - Current
Bachelor of Technology (B. Tech) - Electrical & Electronics Engineering
Maharshi Dayanand University
Senior Secondary (XII) -
K.V. Tughlakabad
Secondary (X) -
K.V. Tughlakabad