Kaneez Fatima
Operations Team lead-Revenue Assurance and Fraud Management
Kolkata
Summary
Dynamic leader with extensive experience in contract and commercial management. Experience with almost 10 years in Revenue Assurance and Fraud management, Contract management and Order management as part of BT Group Business Assurance strategy to enhance the financial controls across the business and reduce leakage and minimize financial and commercial risk to the business. Exposure to Order to cash and experience in collection profile.Skilled in resolving issues, handling customer escalations and providing ideas for process standardization. Understanding the complex contract terms and commercial clauses like MSA, MOU, Contract Governance Report, CCN, Benchmarking, etc. Excelled in people management, driving teams towards success with a keen focus on fraud risk management and client relationship excellence. Proven track record in enhancing financial controls, achieving revenue assurance, and fostering stakeholder relationships.
Overview
10
10
years of professional experience
2016
2016
years of post-secondary education
3
3
Languages
Work History
Operational Team Leader Fraud and Credit Referral Operations
British telecom
12.2022 - Current
- Lead, coach, motivate and create a high-performance culture within the team
- Fraud risk assessment-Evaluating the risk of fraud in new products and service
- Continuously thrives to improve products, services, or processes.
- Fraud loss reporting on fraud losses for management and other team members.
- Identifies, evaluates and manages risks by developing and implementing strategies, frameworks, policies, procedures and practices.
- Handles a project or portfolio of projects as they progress through the typical stages of the project lifecycle including initiation, planning, execution and closure.
- Managing functional performance management, consistently measuring the effectiveness of people initiatives and programmes to ensure they are delivering desired outcomes
- Coaching team members on people policies and processes, including any organisational design or updates, stakeholder management, and leadership capability to promote engagement and a culture of continuous growth and development
- Handled complete transition activities on the project including Project team recruitment, infrastructure setup, team training and Knowledge transfer, creating implementation plan and check-list, system and application accesses for the project resources etc
- Reporting suspected money laundering cases to the relevant authorities
- Successfully completed the Fraud Transitions from Infosys Pune for Fraud & Credit Referrals in Kolkata, India site
- Ensure that all activities of the team are align with the company's policies and procedures, as well as regulatory requirements
- Regularly review and update these policies and procedures to maintain compliance
- Work with various stakeholders within and outside to ensure feature prioritization and delivery of process level improvements
- Lead investigations into suspected fraudulent activities, analysing data and evidence to determine root causes
- Involved in the execution of suitable strategies to proactively mitigate anticipated risks and demonstrate potential opportunities for any Fraud related issues
- Involved in ISO Audit control and BCM review for Credit referral and Fraud
- Ongoing tasks of Risk Identification, Impact Analysis, Action Plans and monitoring
- Managing documentation for UAT/Handover & Sign Off Process for Projects
- Accountable for forecasting and managing the resources as per business requirement
- Drive operational governance to ensure all KPIs are met
- Deliver against target, and KPI measures, which involves reporting, consolidation, providing commentary, route cause analysis and building action plan
- Creating Learning & Development opportunities for the team members and for other colleagues
- Working on Fraud process like International Revenue Sharing Fraud (IRSF), Credit/Debit Card Fraud, Sleeper Fraud, Account Takeover, Usage Fraud and Smishing/SMS Phishing
- To ensure and layout a plan to meet delivery roadmap for CFU's and stakeholders
- Ensuring customers & all internal Stakeholders are updated with regular intervals about their Project's progress along with Highlights, Key points & timelines
- Empowering & engaging the Operational Team to identify opportunities and drive continuous improvement towards business objectives
- Implement the recommended processes and monitor closely the associated performance, identify any deviation and take respective actions to remedy
- Review calls with stakeholders to understand the progress of the process and highlight issues and concerns if any
Revenue Assurance Analyst-People Manager
British Telecom-
03.2019 - 01.2022
- Exposure to Order to Cash, change management and end to end billing journey for the contracts.
- Connecting with Various internal teams within BT like BT Project Management team, MSFBT billing team, PSO team in order to get timely updates for unbilled exception
- Financial planning and end to end analysis to identify any potential risk for the contract there by managing risk and providing governance
- Drive teams and ensure that all required contracts are in line to ensure delivery will be successful and right first time on the customer agreed date
- Working closely with the Project Management team in regard to any update for MSFBT Contracts
- Handling a team of 15 people as Subject Matter Expert and taking ownership of SLAs for the team
- Provide progress updates to the Business Manager and stakeholders ensuring any issues impacting delivery are escalated in a timely manner
- Managing the team to work in an agile framework and using CI Tools and RCA methods (ICUKU, Fishbone and others)
- Ensuring timely and accurate execution of all controls according to schedules and KPIs, while effectively managing customer/supplier interactions, and implementing enhanced practices to prevent recurring incidents
- Strong communication and stakeholder relationship abilities necessary for collaborative leading in resolving billing assurance issues and fostering cross functional collaboration to enhance the overall customer experience
- Drive the team towards the agreed SLA's and ensure the KPI's are met
- Performing RCA's for benefits delivered for more than 50K and also any unbilled services for the account which we claim as unrecoverable and Foregone
- Working in various legacy tools like Diplomat, Expedio, Business Object, CSS, Oracle, Antillia, Analyst converge and Sales Force for order and billing related queries
- Providing update to Leadership team to brief on customer delivery and delivery progress especially in relation to high priority accounts
- Escalate matters to Contract Manager or contract Leads in a timely and controlled fashion (in accordance with guidelines) and keep the Contract team updated with any change
- Conducting root cause analyses on assurance issues and establishing ownership for prevention strategies
- Knowledge in collection managed enquiry tools and workflow
- Working closely with the P&L team to understand the Profit and Loss margin for the contract
- Focusing on the invoices that has been generated to the customers thereby taking end to end ownership for the billing process
- Ability to read and understand complex contract terms like MSA, MOU, CCN etc
- Work with various internal teams to help drive tools and process improvement ideas
- Delivers functional training and work closely with Training manager/ trainers in the delivery of the training
- Able to challenge existing processes and recommend improvements
- Has the ability to communicate and convince others to adhere to process changes and improvements
Subject Matter expert-Group Business Assurance Recovery Associate
British telecom
01.2018 - 02.2019
- Working closely with the contract team in partnership to review Customer Contract against Service and Bill and review Supplier Contract against Service and Invoice.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Performing Contract review as part of BT Group Business Assurance strategy to enhance our financial controls across the business and reduce leakage and minimize financial and commercial risk to our business
- Ownership of all contract derived risks, obligations, SLA's and the management
- Performed end to end analysis with the help of various tools like Margin tool and Doc1 invoice, diplomat and expedio
- Performed Network analysis and worked in various Managed and non-managed contract and delivered consistent savings by identifying revenue leakage from the contracts thereby assuring all the commercial aspect have been checked
- Review of P&L Management and Contract documents for Various contract
- Validating completeness, timeliness and accuracy of all services being billed to the customer correctly
- To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
- Working closely with Billing team and contract team to get a clear understanding about the billing cycle in a large operational environment
Senior Associate BT Consumer- Sales Offline
British telecom
01.2015 - 03.2018
- Worked in different queues to process complex orders for the customers which have been failed by the system
- Calling up and do follow up with the customers to take and provide information required for order submission
- To identify the loopholes in the process and provide ideas for process standardization
- Identify and assess customer's needs to achieve satisfaction
- Handling escalation and taking ownership for the issues until they are resolved
- Take the extra mile to engage customers
- Worked as an acting SME for Sales Offline
- Delivered training to the new batches
Education
B.COM - Financial & Accounting
Durgapur Government College
10+2 - Commerce
ST Peter's School
ICSE - undefined
ST Peter's School
Skills
Client relationship management
Deployment coordination
Performance & people management
Training and mentoring
Client Service Management
Product and service knowledge
Risk & Issue management
Team collaboration
Fraud Prevention management
Conflict resolution
Lean Six Sigma measurement techniques
Revenue Assurance
RAID
ROC FM
Change Management
Work Planning and Prioritization
Issue management
Service delivery proficiency
Performance Evaluation
Exceptional Communication Skill
Analytical skills
Strategic planning
Timeline
Operational Team Leader Fraud and Credit Referral Operations
British telecom
12.2022 - Current
Revenue Assurance Analyst-People Manager
British Telecom-
03.2019 - 01.2022
Subject Matter expert-Group Business Assurance Recovery Associate
British telecom
01.2018 - 02.2019
Senior Associate BT Consumer- Sales Offline
British telecom
01.2015 - 03.2018
10+2 - Commerce
ST Peter's School
ICSE - undefined
ST Peter's School
B.COM - Financial & Accounting
Durgapur Government College