Raghavendra GVH
Senior Control Management Specialist
Bengaluru
Summary
Dynamic Senior Control Management Specialist with expertise in process optimization, data integrity review, control evaluations and stakeholder engagement at Wells Fargo. Recognized for enhancing control procedures and data integrity review. Proven track record in fraud detection monitoring and mentoring, driving operational excellence and achieving significant growth in issue management and compliance. I have a keen interest in the area of risk and control management and have a sound knowledge in control testing, validation, Issue Management.
Overview
11
11
years of professional experience
5
5
Languages
Work History
Seniors Control Management Specialist
Wells Fargo & Company
12.2022 - Current
- Perform timely and accurate Issue Management System of Record entry for issues, corrective actions owned by the Chief Operating Officer.
- Ensure all Issues Management data in the System of Record adheres to the Issue Management Policy.
- Perform QC reviews on BAU activities, along with analyzing themes and trends of repetitive errors.
- Provided a major contribution in enhancing the process, job aid, credible challenge, and SOP documents.
- Conducted end-to-end training sessions for new hires for the Issue Management team, along with performing on-the-job training evaluations.
- Led several decentralized business control management Veritas tool training sessions across all lines of business.
- I was selected as an ad hoc resource to take on the Front Line Issue Verification project for testing control sustainability, and I received huge appreciation from leadership for completing it in an effective manner.
- I have worked as an SME for Issue Management teammates to help them improve their performance.
- I have received multiple Spotlight Awards and manager's recognition in Q2 2024.
- I have been promoted to Senior Control Management Specialist (SAVP).
- I was part of the UAT testing team for the Veritas tool.
- I got through the Internal Job Posting and moved to the Evidence-Based Control Evaluation team.
- Performed design and performance testing of the controls aligned to the business unit to ensure the controls' activity, action taken, and other key elements align with the control procedure document, and also are able to mitigate the risk at hand.
Guided the business to enhance control procedure documents to ensure a successful audit validation. - Constantly engaged and worked with multiple stakeholders: front-line business groups, risk program-aligned functions, and IRM teams for driving the objective of risk and control programs.
- Instill and drive a proactive risk culture, operational excellence, and efficiencies.
- Design, maintain, and execute control evaluation scripts, identify deficiencies, and escalate potential issues to appropriate stakeholders.
- Performed control evaluation for moderate to complex engagements, challenging the status quo, and identifying opportunities to refine the existing process.
- Ensure effective and appropriate testing, validation, and documentation of review activities for risk programs, risks, and controls, according to standards and other applicable policies within Independent Testing.
Brand Risk Compliance Investigator
PayPal Inc
12.2018 - 11.2022
- Performing a holistic review of the customer's account (merchant and consumers) to determine if the account activity complies with PayPal's Acceptable Use Policy and to take appropriate action if a violation is identified.
- Performing end-to-end transaction monitoring to identify potential financial crime trends associated with violating activities like gambling, intellectual property infringement, offensive material, pharmaceuticals, terrorist funding, anti-child exploitation, adult services, credit repairs, and file sharing.
- Identifying, analyzing, and escalating the report to the SAR (Suspicious Activity Report) and UAR (Unusual Activity Report) team.
- Researching the customer's account in accordance with the legal complaint received through legal counsel (FairShake notice of dispute, Better Business Bureau, Consumer Financial Protection Bureau), and confirming PayPal's response to complaints and resolutions.
- Performing root cause analysis of customers' issues and escalating to the leadership team.
- In-depth review of customer accounts pertaining to AML (Anti-Money Laundering), CIP (Customer Identification Program), and KYC (Know Your Customer) to identify and mitigate the risks associated with placing limitations on accounts and steps to resolve them.
- Appointed as SME for multiple teams performing disputes and claims review for customers.
- Appointed as Lead Mentor for multiple new hire batches for Global Customer Solutions and Disputes/Claims teams.
- Performed an end-to-end customer account review and supported the customers via email and live chat in order to resolve the issues related to transactions and funds in their PayPal account.
Senior Executive Service Specialist
ZenPower Technologies
12.2016 - 08.2018
- Providing support to the players via the email ticketing platform, and resolving their concerns pertaining to online games published by RockYou developers.
- Maintaining and summarizing the identified game bugs, and escalating the report to the developers' team.
- Critical review of player profiles to identify potential risks of hacks, scripts, or cheat violations for the games published by Bluehole developers.
- Providing periodic feedback and recommendations to content creators to develop the game, Bluehole developers.
Digital Interactive Executive
247 Inc.
06.2014 - 07.2016
- Handling and resolving issues for Citi Bank credit card customers via online chat.
- Providing assistance to customers pertaining to their dispute claims on credit card accounts.
- Monitoring the transaction pattern and escalating to the concerned team if any risk pattern is found.
- Established long-term client relationships through consistent delivery of high-quality services, and engagement via an online chat platform.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated performance growth.
Education
Bachelor of Commerce - Financial Management
Dr Ambedkar College
Bengaluru 04.2001 -
Skills
Process optimization expertise
Business requirements analysis
Organizational development
Strategic decision-making
Monitoring Issue resolution progress
Effective Stakeholder management
Control testing
Training facilitator
Experienced mentor
Efficient in MS office tools
Fraud detection monitoring
Experienced in control management practices
Playing cricket, table tennis.
I like playing cricket and table tennis. I have participated in multiple company and inter company level tournaments. Been part of PayPal corporate cricket team. Represented Bengaluru zone in regional sport meet at high school level (Kendriya Vidhyalaya).
Timeline
Seniors Control Management Specialist
Wells Fargo & Company
12.2022 - Current
Brand Risk Compliance Investigator
PayPal Inc
12.2018 - 11.2022
Senior Executive Service Specialist
ZenPower Technologies
12.2016 - 08.2018
Digital Interactive Executive
247 Inc.
06.2014 - 07.2016
Bachelor of Commerce - Financial Management
Dr Ambedkar College
04.2001 -
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