Nitesh Trivedi
Hyderabad
Summary
Dynamic and Results-Driven Operations Manager with 9 years of leadership experience specializing in Banking Operations, with deep expertise in Fraud Operations, KYC, and AML compliance. Proven track record of successfully balancing business profitability, customer excellence, and employee well-being across high-stakes environments. Adept at scaling performance through a 92-agent footprint and 7 Team Leads, achieving critical business goals including an 18% boost in fraud detection accuracy and a major reduction in attrition from 60% to 28%. Recognized for leveraging data-driven workforce management (GWFM) and cross-departmental collaboration to optimize AHT and AWT, delivering exceptional customer experience (CX) while maintaining strict regulatory compliance and a thriving team culture
Overview
13
13
years of professional experience
Work History
Senior Team Lead – KYC Operations
Wise
11.2025 - 03.2026
- Directed KYC operations for 92 FTEs, including Team Leads, ensuring high-quality onboarding and compliance. Established structured training and BAU frameworks, reducing ramp-up time and improving productivity. Drove backlog reduction and SLA adherence, stabilizing operations during high-volume periods. Strengthened stakeholder communication through data-driven performance insights.
- Facilitated regular team meetings to align on goals and foster collaborative problem-solving.
- Collaborated with stakeholders to define project scopes and deliverables, ensuring alignment with business objectives.
- Managed multiple projects simultaneously, effectively prioritizing tasks to meet stakeholder expectations.
Manager – Fraud Operations
HSBC
06.2023 - 01.2025
- Led an 81-member fraud operations team managing investigations, escalations, and customer complaints. Ensured strict adherence to KYC/AML regulations and internal compliance frameworks. Delivered executive-level MI reporting to UK stakeholders, influencing strategic decisions. Enhanced fraud detection capability, achieving 18% improvement in accuracy. Spearheaded NPS recovery initiatives, improving customer loyalty and retention. Implemented workforce optimization strategies, improving efficiency and adherence by 28%.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Ensured Dispute Charge backs are well within time and also ensured end to end good customer outcome
- Developed strategic initiatives to improve customer satisfaction and retention rates.
Assistant Manager – Fraud Operations
HSBC
11.2020 - 06.2023
- Managed frontline fraud investigation teams, ensuring real-time risk mitigation. Designed and deployed coaching frameworks to improve detection quality and reduce false positives. Collaborated with Compliance and HR to manage conduct risk and regulatory adherence. Oversaw dispute resolution processes, ensuring timely and compliant case closure. Led performance management through KPI tracking and structured coaching interventions.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Coordinated cross-functional projects, fostering collaboration between departments to achieve business objectives.
- Spearheaded process improvement initiatives that enhanced workflow efficiency and reduced operational costs.
- Developed strong working relationships with staff, fostering a positive work environment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Customer Service Representative / Mentor
HSBC Contact Center
09.2015 - 11.2020
- Smooth Onboarding Excellence: Mentored and graduated 12 consecutive batches (totaling 150+ agents), significantly enhancing the onboarding journey and accelerating time-to-proficiency by 20%.
- Knowledge Retention: Designed and executed interactive instructional workflows that maximized training knowledge retention, reducing early-stage process errors while driving a 14% upward trend in First Contact Resolution (FCR).
- Operational Transition: Engineered a seamless, structured nesting framework that guaranteed a smooth transition from training to Business-As-Usual (BAU), eliminating post-training performance drops.
- Workflow Optimization: Implemented targeted process improvements during the nesting phase to streamline workflows, reducing response times by 15% while establishing a 12-point improving trend in early-tenure CSAT scores from training to BAU.
Lead – Floor Support / Trainer (Nesting)
Tech Mahindra
12.2012 - 05.2014
- Led training and nesting operations for 100+ FTEs, ensuring seamless transition to production. Reduced attrition significantly (60% to 33%) through engagement strategies. Delivered coaching, call calibrations, and performance improvement initiatives.
- Created comprehensive training materials and resources for new hires to facilitate onboarding process.
- Analyzed training feedback to identify areas for program enhancement.
- Mentored junior trainers, fostering a collaborative learning environment.
- Collaborated with stakeholders to ensure alignment of training objectives with business needs.
- Conducted needs assessments to tailor training programs for diverse teams.
Education
Intermediate -
Prakash Junior College, Mumbai University
Mumbai03-2003
SSC -
St. Lawrence High School, Maharashtra State Board
Mumbai03-2001
Skills
Enterprise Fraud Risk Management & Strategy
KYC / AML Compliance & Regulatory Governance
Large-Scale Operations Leadership (100 FTEs)
Stakeholder Management & Executive Reporting (MI)
HONORS & AWARDS
Multiple R&R Awards, for fraud prevention excellence and leadership impact, Best AMO Performer, during high-volume global events, Top Performer – Nesting Program, (2012, 2013, Q1 2014), Nominated for Best Mentor/Trainer, across enterprise-level operations
Key Projects At HSBC
- Risk & Fraud Mitigation: Spearheaded advanced transaction monitoring frameworks that boosted fraud detection accuracy by 18% and elevated banking CSAT by 15 points via targeted process optimization.
- Compliance Excellence: Oversaw robust KYC and AML screening workflows across a 92-agent footprint, ensuring strict alignment with banking regulations and financial compliance standards.
- Operational Excellence: Optimized workforce utilization by 28% via GWFM implementation, driving major reductions across cross-team resolution times, AHT, and AWT.
- Customer Experience (CX) Strategy: Engineered a high-stakes CX turnaround by converting 30% of FinTech NPS detractors to promoters and slashing hold times by 4 minutes through cross-departmental collaboration.
- Talent Retention & Leadership: Championed a 7-Team Lead structure to reverse a critical 60% attrition rate down to 28% through data-driven engagement, well-being initiatives, and targeted burnout reduction.
- Performance Coaching & Training: Instituted structured focus on financial compliance training, refresher programs, and specialized coaching frameworks to bridge process knowledge gaps and align team execution with strict banking KPIs.
Timeline
Senior Team Lead – KYC Operations
Wise
11.2025 - 03.2026
Manager – Fraud Operations
HSBC
06.2023 - 01.2025
Assistant Manager – Fraud Operations
HSBC
11.2020 - 06.2023
Customer Service Representative / Mentor
HSBC Contact Center
09.2015 - 11.2020
Lead – Floor Support / Trainer (Nesting)
Tech Mahindra
12.2012 - 05.2014
Intermediate -
Prakash Junior College, Mumbai University
SSC -
St. Lawrence High School, Maharashtra State Board