Mohit Sen

*Define, standardize and monitor in team performance and quality parameters including both non-critical & critical parameters (End-User, Business critical, & Compliance) and thereafter make recommendations for ongoing improvements in the process.

* Ensure the team meets the assigned performance targets and compliances set as per SLA and performance scorecard for each process through continuous improvement methodologies.

* Work closely with all functions for consistent delivery of service standard.

* Interact actively with the clients at an operational level.

Responsible for consistent delivery of service standards as per SLAs.

* Drive a Metrics Driven Culture amongst the Team and establish reliable systems for measurement.

*Monitor systems and process to provide ongoing feedback for continuous improvement to the service delivery standards

* Evaluate and identify the capabilities of all processes within the system, introduce metrics to monitor the same and report to management on improvements necessary to meet customer and industry standards.

* Responsible for leading, motivating and supervising the team.

* Incorporate & establish performance track across all LOBs in the span.

· To identify root causes of variances in metrics (if any)

*Monitor systems and process to provide ongoing feedback for continuous improvement to the service delivery standards *Provided feedback based on established KPI metrics to help realize overall business goals.

*Provided feedback based on established KPI metrics to help realize overall business goals.

* Identification of Fraudulent transactions.Fraud and investigation,Dispute Analysis 

* Proactively identifying operational risks and assessing the adequacy of controls to manage  such risks,,including recommending enhanced or additional controls. 

*Working directly with merchants and cardholders to resolve customer service issues of  fraudulent/unauthorized activities

* Working with support areas such as operations, finance, settlements, risk management and technology in ensuring a high level of control is maintained.

* Monitor, escalate and track information Securty events social media to Standards set by Quality

* Monito ring Process. Perform extemal email review

* Ability to thoroughly investigate and problem solve  Investigates incidents of alleged fraudulent activity of accounts discuss case with officials to determine.

* Led process improvement projects that operations meet and exceed quality parameters