DHRUV BATRA
Assistant Manager
Gurgaon,HR
Summary
I am a management professional, bringing to the table 8+ years of experience in Operations Management and Service Delivery. Additionally, I have proven skills in the fields of Change Advocacy and Process Improvement with expertise in analyzing the existing process system for handling risk and managing financial crime operations along with client satisfaction, to meet the overall requirement to ensure there is no delay in service delivery. Expert in managing daily operations by exercising the interpersonal skills with team and clients engagement, reviewing KPIs, shrinkage, attrition and skips in the team, end-to-end client time and resolving escalations to deliver high end results.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Genpact
2 2022 - Current
- Supported transformation of new business of 100 plus FTE under fraud prevention with excellence and providing reporting to senior management to ensure smooth operations as per regulations and business SOP's.
- Having an good experience and knowledge in Fraud prevention and Financial crime, working experience in AML & KYC with good understanding of EDD/CDD/SAR filing as worked in Tier 2 process of transaction monitoring along with in-depth knowledge of Regulations E, Z, CFPB, FACTA, FCRA as also experienced in Fraud prevention.
- Currently leading a team of 20 employees to provide world class customer service and client relationship management on AML/KYC/guidelines while previously handled fraud operations surrounding merchant chargeback, card disputes in addition to managing recoveries for detecting frauds and intervention.
- Implemented a workflow to create a rhythm to maintain the high quality, along with creating a back channel among the larger team to identify the critical errors and its RCA to achieve high quality results and accuracy in resolutions.
- Supervised day-to-day operations to meet performance including planning, managing, staffing, directing, controlling and quality assurance.
- Also responsible for making incentive plans and managing the data to create monthly VIC(incentive) of 94 FTE's to keep team incentivized based on their monthly performance.
- Hosting the calibration meetings between onshore quality team and offshore team to address the commonality of errors and its trend to uplift the quality of process.
- Completed in house License To Manage modules and their assessments to bring more value to my current role and also completed my certification in green belt in Lean and six sigma through infamous learning hub.
Financial Process (Dispute) Analyst
American Express
2016.03 - 2021.04
- Worked in disputes international project - Second Presentment (Good Faith/Arbitration filing) to third party contract point of contact for all Arbitration Filings by GNS committee while complying with Reg E and/or Reg Z guidelines.
- Proficiently handled critical merchant escalations
- Hands on experience in inventory management by partnering with the Resource Planning Center and Finance team Account management by balancing billing inventory ledgers.
- Successfully cross trained in domestic and international market for billing dispute procedures within the organization.
- Worked in Pilot Batch on global level for new project GDM (Global Disputes Management) and research credit card disputes and build dispute cases through case management to recover funds from merchants.
- Validate appropriate data from internal and third-party systems and ensure appropriate course of action is being pursued.
- Responding to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.
- Review transaction disputes to ensure chargebacks are accurate.
- Cross sampling the cases with internal stakeholders to ensure best of quality in resolutions.
- Acted as SME and provided new updates in the team related to any changes in procedures.
Risk analyst and process associate
Manpower India Private Limited
2015.10 - 2015.12
- Worked with American Express on contract for 2.5 months under Enterprise Growth Services for Customer Identification Process based on anti-money laundering and fraud
- Learnt and practiced the law of Know Your Customer (KYC), wherein critical cases against customers were investigated and solved
- Performed customer due diligence with the objective to circumvent terrorist financing activities
- Familiarized with the process of quality check and report viewing while assisting audit team on account closure
- Gained hands on experience in gift card unit process associated with day-to-day life and trained in calculating risk using smart tools and pass limit to enable efficient coordination during peak workload.
Education
Bachelors of Commerce - Banking And Management
Delhi University
New Delhi04.2009
Skills
Operations Management
Process Improvement
Organizational Skills
Interpersonal Skills
Performance Tracking and Evaluation
Recruiting and interviewing
Strategic Planning
Workload Management
Compliance understanding
Project management abilities
Staff Supervision
Staff Management
Staff Development
Performance reviewing
Employee performance evaluation
Succession Planning
Team Leadership
Problem-solving abilities
Positive Attitude
Decision-Making
Time Management
Customer Service
Documentation And Reporting
Adaptability and Flexibility
Work Planning and Prioritization
Team Collaboration
Analytical Skills
Operational Efficiency
Business Forecasting
Service Delivery Management
Timeline
Financial Process (Dispute) Analyst
American Express
2016.03 - 2021.04
Risk analyst and process associate
Manpower India Private Limited
2015.10 - 2015.12
Assistant Manager
Genpact
2 2022 - Current
Bachelors of Commerce - Banking And Management
Delhi University