Mayank Thakur
Gurugram
Summary
Results-driven banking operations professional with expertise in Chargeback, Dispute Investigation, KYC, AML, and compliance. As Team Leader, managed team performance and led projects in chargeback and fraud. Previous roles include Senior Executive overseeing chargeback processes and Fraud Analyst identifying fraudulent transactions. Began career as Process Associate handling client properties.
Overview
1
1
Certification
4
4
years of post-secondary education
18
18
years of professional experience
Work History
Assistant Manager
Genpact
Gurugram
02.2022 - Current
- Managed daily incoming and outgoing productivity data to ensure team alignment with operational goals.
- Meet regularly with individual team members; coach them to meet and exceed their KPI's.
- Utilize reporting and direct observation to keep them abreast of their performance towards defined goals.
- Facilitated training sessions on process procedures to enhance team understanding and execution.
- Developed training materials for onboarding new employees effectively.
- Assisted in implementing process improvements to streamline workflows.
- Led team meetings to discuss project progress and address concerns.
- Coordinated cross-functional collaboration to enhance operational efficiency.
- Maintain weekly roster for my Span.
- Managing team queries regarding Dispute investigation and settlement and AML/KYC.
Fraud Analyst
Quatrro Global Services
Gurugram
08.2016 - 02.2018
- Identified fraudulent transactions in credit card and business service unit, addressing issues based on historical transaction patterns.
- Monitored transactions and investigated fraudulent alerts and red flags.
- Conducted regular internal audits to ensure compliance with organizational processes.
Senior Executive
SBI Card
11.2014 - 07.2016
- Hands-on experience in implementing resilient Fraud Risk Management Framework across geographies; ensured 100% risk effectiveness by identifying & implementing controls across all processes.
- Showcased excellence in enhancing and implementing customer risk rating criteria with KYC management and procedures for both consumer & corporate customers.
- Delivered highest quality services and performance standards within defined TAT and SLAs, consistently meeting customer expectations.
- Managed card operations, resolving customer complaints & escalations, processing payments, and ensuring timely card & statement delivery and credit verifications.
Process Associate
Suntec Web Services
01.2009 - 12.2011
- Managed the listing and verification of hotel and home stay property transactions for Trivago, ensuring accurate representation of amenities on their website and applications.
- Executed daily responsibilities with accuracy and attention to detail.
- Proposed and implemented ideas to improve team workflow and results.
- Collaborated with diverse coworkers to meet objectives and resolve product-related challenges.
Education
MBA/PGDM -
Amity University
Noida 09.2024 - 09.2026
XIIth - English
Kamal Model Sr Sec School
New Delhi 04.2010 - 03.2011
Xth - English
Mira Model Se Sec School
04.2008 - 03.2009
B.Com -
University of Delhi
DelhiSkills
- KYC operations
- Fraud analysis
- Fraud detection
- Dispute resolution
- Dispute settlement
- Chargeback management
- Transaction analysis
- Process improvement
- Process training
- Team leader
- Escalation handling
- Client relationship management
Certification
1 Year Certificate course of MS office, Ftec Centre- Janakpuri, 01/2015
Languages
- ENGLISH
- HINDI
Social Link
- ENGLISH
- HINDI
Total Work Experience
- ENGLISH
- HINDI
Timeline
MBA/PGDM -
Amity University
09.2024 - 09.2026
Assistant Manager
Genpact
02.2022 - Current
Fraud Analyst
Quatrro Global Services
08.2016 - 02.2018
Senior Executive
SBI Card
11.2014 - 07.2016
XIIth - English
Kamal Model Sr Sec School
04.2010 - 03.2011
Process Associate
Suntec Web Services
01.2009 - 12.2011
Xth - English
Mira Model Se Sec School
04.2008 - 03.2009
B.Com -
University of Delhi