DIWAKAR YADAV
Assistant Manager | Chargeback Processing | Mortgage Analysis | Team Leadership | Compliance Expertise
Mumbai
Summary
I am a results-driven professional with over 14 years of experience in chargeback processing and mortgage analysis. At Tata Consultancy Services, I lead a team to optimize performance and improve project delivery. My expertise includes problem resolution, trend analysis in chargeback data, and negotiation with financial institutions. I stay engaged with industry changes to ensure compliance and efficiency in my team.
Overview
16
16
years of professional experience
8
8
Certifications
Work History
Assistant Manager / Chargeback (US Citi Bank Process)
Tata Consultancy Services Ltd
11.2013 - Current
- Handle a team of 28 members, improving project delivery time by 20% through effective delegation and process optimization.
- Handle Chargeback to Arbitration MASTERCARD CITI Bank credit card disputes initiated from North America.
- Strictly follow the client's SLA (Service Level Agreement), Regulation Z & Timeliness are met effectively.
- Perform internal quality checks for the team, providing feedback & conducting refresher sessions for the outliers.
- Escalate Pre-compliance & compliance when there is regulatory breaches.
- Analyze daily KPI and encourage awareness and performance improvements.
- Manage team's shrinkage, productivity and revenue for the Unit to optimize productivity.
- Successfully completed multiple Agile Projects on Quality, Productivity & Operational loss/Write Off.
- An IT services, consulting and business solutions organization
Consultant / Pre-underwriting (mortgage-based process)
Sutherland Global Services Pvt Ltd
02.2013 - 09.2013
- Supported the underwriter in decision-making related to mortgage loans by analyzing and scrutinizing various documents.
- A business process outsourcing company
Analyst / U.S. Residential Mortgage (Property preservation)
Accenture Services Private Limited
02.2010 - 01.2012
- Worked on mortgage loans of U.S. Banks, finding damages present at the property.
- Coordinated with contractors for damage estimates and client approvals.
- A global professional services company
Education
MBA - undefined
Madras University
11.2011
B.Sc. - Microbiology
Vels College of Science
Chennai06.2009
Higher Secondary - undefined
Boston Matriculation Hr Sec School
Chennai06.2006
H.S.L.C. (10th) - undefined
Hema Bal Bhavan School
Chennai06.2004
Skills
Data Analysis & reporting
Operational & risk management
Leadership skills
Problem solving & negotiation
Dispute expertise
Performance management
Billing activities
On-Boarding & Off-Boarding
Risk & Compliance Self Assessment
Agile methodologies
Accomplishments
- Team Efficiency Boost: Increased team efficiency by 20% through strategic process improvements and delegation.
- Chargeback Rate Reduction: Reduced chargeback rates by 15% and improved fraud detection.
- High-Value Dispute Negotiation: Successfully negotiated high-value disputes, saving up to $100,000 monthly.
- Employee Productivity Increase: Led training programs resulting in a 25% increase in employee productivity.
- Awards: Contextual Master Award for reducing operational loss.
- BPS Star Performer and 6 On the Spot Award for outstanding performance.
Certification
Contextual Master Certification
Timeline
Assistant Manager / Chargeback (US Citi Bank Process)
Tata Consultancy Services Ltd
11.2013 - Current
Consultant / Pre-underwriting (mortgage-based process)
Sutherland Global Services Pvt Ltd
02.2013 - 09.2013
Analyst / U.S. Residential Mortgage (Property preservation)
Accenture Services Private Limited
02.2010 - 01.2012
MBA - undefined
Madras University
B.Sc. - Microbiology
Vels College of Science
Higher Secondary - undefined
Boston Matriculation Hr Sec School
H.S.L.C. (10th) - undefined
Hema Bal Bhavan School