Priya P Jose
Bangalore
Summary
Results-driven operations leader with extensive experience in team management, process optimization, change management, and project execution. Proven track record of leading cross-functional teams, implementing strategic process enhancements, and driving operational efficiencies. Skilled in risk and fraud analysis, stakeholder collaboration, and mentoring teams to achieve high performance.
Overview
8
8
years of professional experience
Work History
Associate Operations Manager | Team Manager
Goldman Sachs
09.2021 - Current
- Managed site operations for 40 staff members and 3 managers to drive overall performance excellence.
- Facilitated monthly one-on-ones, team meetings, and audits to bolster operational efficiency.
- Compiled and published progress reports on dispute resolutions.
- Streamlined FraudQ processes to preserve operational efficiency amid headcount reductions.
- Led the Universal Desktop (UD) Launch, working with cross-functional teams for system transition and enhancement.
- Served as liaison between change managers
- Directed comprehensive calibration studies, effectively settling significant legal disputes.
- Facilitated senior leader discussions on complex case resolutions.
- Designed an instructional program focused on enhancing chargeback handling efficiency and resolution success.
- Revitalized fraud reviews to improve recovery chances and lessen impact on customers.
- Supported the development of procedures alongside Change Management for adherence to compliance standards.
Fraud & Branch Review Analyst
JP Morgan Chase
09.2017 - 09.2021
- Executed fraud analysis to create a secure banking system.
- Reviewed intricate transactions through various prepaid cards including gift cards and Amazon Pay.
- Conducted Root Cause Analysis (RCA) and delivered Decision Quality reports to senior management, resulting in three approved process enhancement proposals.
- Led comprehensive on-the-job training programs for newly hired employees while serving as Development Coach (Dec 2019 to Sep 2020).
- Facilitated induction training for newly recruited staff in the role of Relief Trainer.
- Spearheaded a team of 12 to drive department-wide professional development programs
- Monitored branch employee activities to ensure adherence to compliance standards within centralized Branch Banking Testing teams.
Education
Bachelor of Business Administration - Finance
Bangalore University
BangalorePre-University Course -
Madiwala PU College
Secondary School Leaving Certificate -
Sree Vidyanikethan English High School
Skills
- Visa & Mastercard Chargeback Rules
- Case Management Tools & Workflow Optimization
- Microsoft Excel, PowerPoint & Data Analysis
- Team & People Management
- Change & Process Management
- Risk & Fraud Analysis (Chargeback & Credit Card Operations)
- Training & Leadership Development
- Stakeholder & Compliance Management
- Project & Time Management
Personal Information
Title: Associate Operations Manager | Team Manager | B.B.A in Finance
Certifications And Achievements
- Facilitation 101 Certification – JP Morgan Internal Training Program
- Multiple awards for quality performance & leadership initiatives
- Successfully trained 106 professionals in fraud review revamp across Bangalore, Hyderabad, and the U.S.
- Reduced dispute resolution errors through a strategic chargeback training program
Timeline
Associate Operations Manager | Team Manager
Goldman Sachs
09.2021 - Current
Fraud & Branch Review Analyst
JP Morgan Chase
09.2017 - 09.2021
Bachelor of Business Administration - Finance
Bangalore University
Pre-University Course -
Madiwala PU College
Secondary School Leaving Certificate -
Sree Vidyanikethan English High School
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