Paru Shah
Hyderabad,TS
Summary
Professional Experience: Results-oriented professional with over 10 years of cross-functional experience in leading large-scale programs and operational initiatives across Amazon, Sulekha, and HSBC, leveraging PMP and Agile methodologies to deliver measurable business outcomes.
Cross-Functional & Global Stakeholder Management: Excellence in coordinating with tech, analytics, and product teams to execute customer-centric innovations and operational enhancements across geographically dispersed teams.
Data-Driven Decision Making: Advanced analytical proficiency using QuickSight, Excel, Tableau, and SQL to identify process bottlenecks, improve KPIs, and support strategic planning with actionable insights.
Strategic Learning & Development Leadership: Led enterprise-level L&D initiatives, including academy management, coaching frameworks, new hire trainings, soft skills enhancement, and leadership development, improving readiness, engagement, and conversion rates by up to 25%.
Change Management & Cultural Transformation: Key driver of change initiatives, including diversity, equity, and inclusion (DEI) programs, outlier management UI/UX rollout, and continuous improvement projects scaled internationally.
Risk, Compliance, & Quality Governance: Deep domain expertise in financial risk management (KYC, AML, Anti-Bribery, Risk Management) with strong audit, control, and governance capabilities across BFSI and e-commerce sectors.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager – Risk & Investigation
Amazon Worldwide Consumers
12.2024 - Current
- Proficient in operational risk management, with a strong ability to interpret, organise, and act on complex data to drive informed decisions.
- Applied a data-driven methodology to conduct root cause analysis, measure performance metrics, and implement strategic process improvements.
- Directed launch support and training enablement for high-priority initiatives, including repeat abuse prevention, ensuring smooth adoption and enhanced operational efficiency.
- Led a global team of Investigation Specialists focused on analyzing eCommerce transactions, using tools, processes, and high-judgment decision-making to mitigate fraudulent activity.
- Initiatives to identify fraud trends, reduce bad debt, and develop scalable prevention mechanisms, protecting global eCommerce transactions and improving customer trust.
- Acted as the primary liaison with regulatory bodies and compliance teams to support the launch of new investigation processes for global consumers, ensuring alignment with legal and policy requirements; collaborated with internal stakeholders (Legal, Risk, Product) and external partners (payment processors, law enforcement) to implement solutions such as enhanced customer verification for high-risk transactions
- Supervising investigator specialist ensuring compliance with KYC regulatory requirements for eCommerce, conducting due diligences to verify customer identity, prevent fraudulent activity, and align with global compliance standard.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Implemented data-driven strategies to optimize inventory management and reduce costs.
Team Manager - JWO Tech
Amazon Web Services
03.2021 - 10.2024
- Led key projects like Dash Cart, CSOS, and Self-Checkout launches using the Waterfall model, ensuring timely delivery and quality compliance.
- Designed and implemented scalable Learning Management System (LMS) solutions, including content creation, onboarding plans, and induction modules to support workforce readiness.
- Owned end-to-end new hire management, streamlining onboarding journeys to align with learning goals and improve time-to-productivity.
- Applied DMAIC to optimize workflows, reducing defects by 35% and improving quality by 17% through audit mechanisms and cross-functional collaboration.
- Drove cost-reduction initiatives via data-driven audits, task optimization, and tech enhancements such as high-res camera deployment.
- Used QuickSight, Excel, and Tableau for data analysis and visualization to resolve inefficiencies and support strategic decisions.
- Managed stakeholder relationships across technical and operational domains; led a women’s leadership initiative and scaled a Continuous Improvement project.
- Led cross-functional teams to improve service delivery and operational efficiency.
- Developed and implemented training programs to enhance team performance and engagement.
Team Manager
Amazon Customer Service
07.2020 - 03.2021
- Managed daily operations for a global customer service team of 20–25 associates, ensuring consistent performance through rigorous compliance audits, operational monitoring, and risk assessments, while driving adherence to organizational service standards.
- Spearheaded process improvement initiatives leveraging GEMBA practices, identifying operational gaps, proposing actionable solutions, and executing enhancements that elevated service quality and efficiency under high-pressure timelines.
- Led stakeholder communication across geographies, delivering audit reports, tracking performance metrics, and aligning business priorities; managing end-to-end reporting & analysis using Microsoft Excel to inform data-driven decision-making at leadership levels.
- Analyzed workflow processes to identify bottlenecks and optimize resource allocation.
- Collaborated with senior leadership to define strategic goals and drive organizational initiatives.
Deputy Manager
Sulekha.com
05.2019 - 07.2020
- Managed end-to-end training for new hires and existing employees, including onboarding, process training, and upskilling across functions.
- Conducted Training Needs Analysis (TNA), created targeted training content, and improved performance through assessments, feedback, and post-training floor support.
- Collaborated with Ops, Quality & HR to align training with business goals and led process enhancements during transitions and new rollouts.
- Led cross-functional teams to enhance operational workflows and drive efficiency across projects.
- Implemented data-driven decision-making processes to optimize resource allocation and project outcomes.
- Developed strategic initiatives to improve customer engagement and satisfaction metrics.
Academy Manager - L&D
HSBC Electronic Data Processing
09.2016 - 03.2019
- Developed and implemented onboarding programs to enhance employee integration and retention.
- Collaborated with cross-functional teams to streamline onboarding processes and improve efficiency.
- Designed training materials and resources to support new hires in achieving performance goals.
- Mentored staff on best practices for onboarding procedures, fostering a culture of continuous improvement.
- Led initiatives to assess and refine onboarding strategies, ensuring alignment with organizational objectives.
- Analyzed feedback from new employees to identify areas for enhancement in the onboarding experience.
Complaints and Investigation Analyst
HSBC Electronic Data Processing
10.2014 - 08.2016
- Managed investigation and resolution of complex customer complaints, reducing complaint escalation rate by 30%.
- Analyzed complaint trends to identify process gaps, leading to a 12% improvement in customer satisfaction.
- Collaborated closely with compliance and legal teams to ensure timely complaint resolution within regulatory standards.
- Analyzed data trends to support strategic decision-making and operational improvements.
- Developed comprehensive reports to enhance data visualization and stakeholder communication.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Customer Service Representative
HSBC Electronic Data Processing
09.2013 - 10.2014
- Provided exceptional support to customers, resolving inquiries and enhancing satisfaction through effective communication.
- Trained new team members on customer service protocols, fostering a collaborative environment for improved performance.
- Handled outbound customer communications, maintaining an average customer satisfaction score above 95%.
- Increased upsell conversion rates by 18% by identifying client needs and offering tailored service solutions.
- Consistently achieved high first-contact resolution rates, contributing to improved team performance.
Education
Bachelor of Commerce -
Osmania University
Hyderabad, India06-2013
Skills
- Project management tools proficiency
- Data analysis and visualisation using Tableau, Asana, QuickSight
- Collaboration software experience: SharePoint and MS Office
- Cloud infrastructure management: AWS
- Learning & Development Strategy
- Performance Improvement Planning
- Capability Building & Process Optimization
- CSR Strategy Development
- Cross-functional teamwork
- Succession Planning & Continuous Improvement Initiatives
- Training Needs Analysis (TNA)
- Knowledge Management Systems & Skill Gap Analysis
- KPI & SLA Management
Certification
- Managing Great Hiring Decision (MGHD) certified - Amazon
- Worldwide Operations: Risk Management - Amazon
- GenAI Essentials - Amazon
- Lean Six Sigma and Agile Scrum Master certified
- Train the Trainer certified - HSBC
- Project Management Certified
- T-SIG COVID-19 Warriors Recognition from the Government of Telangana
- Financial Crime and Anti Money Laundering certified – HSBC
- Financial Risk Management - HSBC
- Anti-Bribery, Corruption and Sanctions Compliance Certified – HSBC
- International Banking and Finance Certified – HSBC
- Data Privacy and Protection Certified – HSBC
- Know Your Customer certified - HSBC
- Prevention of Sexual harassment at workplace (POSH)
Timeline
Manager – Risk & Investigation
Amazon Worldwide Consumers
12.2024 - Current
Team Manager - JWO Tech
Amazon Web Services
03.2021 - 10.2024
Team Manager
Amazon Customer Service
07.2020 - 03.2021
Deputy Manager
Sulekha.com
05.2019 - 07.2020
Academy Manager - L&D
HSBC Electronic Data Processing
09.2016 - 03.2019
Complaints and Investigation Analyst
HSBC Electronic Data Processing
10.2014 - 08.2016
Customer Service Representative
HSBC Electronic Data Processing
09.2013 - 10.2014
Bachelor of Commerce -
Osmania University
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