RAHUL GOEL
Gurgaon
Summary
Operations Leader with over 20 years of experience in BFSI, Insurance, and E-commerce. Proven track record in enhancing operational efficiency, managing risks, and improving customer satisfaction through data-driven strategies. Expertise in team leadership, problem-solving, and implementing process innovations to drive organizational success. Committed to maximizing employee engagement and performance through effective training and morale-building techniques.
Overview
21
21
years of professional experience
Work History
Senior Manager
Policy Bazaar India
Gurgaon
09.2024 - Current
- Responsible for managing the pre/post health issuance operations seamlessly, and timely SLA delivery, along with maintaining high levels of employee and customer satisfaction.
- Build strong partnerships with the insurers by growing and nurturing the existing relationships to ensure operational cohesion, and an effective foundation for future growth.
- Identify and drive continuous improvements and initiatives in the process.
- Coach and mentor leaders so that they are able to manage their teams better.
- Responsible for following the agreed governance model, escalation, and communication plan.
- Conduct weekly and monthly performance reviews with the teams.
- Present the bi-weekly ops review in front of the CEO and highlight the team's achievements and challenges.
Manager II
Amazon Development Centre India
Hyderabad
10.2019 - 08.2023
- Led end-to-end KYC and logistics operations for EU Transportation, managing 150 FTEs and 7 Assistant managers.
- Team performed KYC for logistics carriers by verifying their identity and business legitimacy to mitigate risks and ensure compliance with regulations.
- Minimized delivery timeline impacts, mitigate fraudulent activities, improve process efficiencies by identifying areas impacting financial losses.
- Optimized process efficiency, focusing on KPIs like SLAs, Utilization, Quality, defect reduction etc.
- Conducted Business Reviews (WBR, MBR, QBR) for senior leadership, presenting performance metrics and improvement strategies.
- Spearheaded hiring initiatives and talent development programs, ensuring alignment with business headcount goals.
- Implemented data-driven strategies to enhance operational efficiency and customer satisfaction.
- Setting the team's direction and culture, managing individual and team performance expectations and goals.
- Work cross-functionally with multiple teams through effective relationship building, influence, and communication, to identify and fight abuse and fraud cases with urgency
Manager II
Amazon Development Centre India
Bangalore
08.2018 - 10.2019
- Managed CS Andon team of 130+ investigators across NA and UK marketplace for counterfeit detection of Amazon products
- Spearheaded a successful counterfeit prevention campaign across various Amazon platforms, resulting in a 20% decline in counterfeit product sales. By meticulously implementing manufacturer-approved guidelines and conducting comprehensive manual audits, we effectively identified and removed fraudulent sellers and products from Amazon's marketplaces. Developed and Implemented customer experience enhancements, resulting in improved seller satisfaction.
- Orchestrated process changes and set programmatic goals in collaboration with key stakeholders.
Manager II (Buyer Risk Investigations)
Amazon Development Centre India
Bangalore
05.2016 - 08.2018
- Led and developed a high-performing team of 70+ fraud risk investigators. Ensured adherence to SLAs, quality standards, and Amazon's commitment to customer safety (Payment protection, Credit card frauds, Buyer-seller nexus).
- Fostered a culture of high performance through SMART goal-setting, regular feedback, and coaching using SBI mechanism, driving team alignment with business objectives.
- Utilized data analytics and performance management tools to identify areas for improvement and implement targeted interventions.
- Proactively identified and mitigated risks to protect Amazon customers and deter malicious actors.
- Utilized advanced data analytics to diagnose underlying issues, implement effective controls, and continuously improve risk management processes.
- Led in-depth investigations to identify and address fraud and risk incidents: Utilized investigative techniques and data analysis to gather evidence, determine root causes, and implement corrective actions.
- Prepared comprehensive reports summarizing findings, recommendations, and the impact of investigations.
- Driving the team to leverage data analytics, MI, and reporting to identify and mitigate fraud and risk incidents.
Manager
Genpact
Jaipur
01.2015 - 04.2016
- Directed service delivery for 90+ FTEs, supporting credit card operations of a major Australian Bank.
- Reviewed process compliance and approved SOP changes as part of quality plan to ensure process robustness.
- Manage client executive level escalations, including reporting to the steering committee on SoW non-compliance, risk, and impact along with detailed RCAs, corrective and preventive actions.
- Conducted regular stakeholder engagements/Governance calls to strengthen client relationships and align on strategic objectives.
Supervisor
Dell International Services
Mohali
12.2010 - 10.2014
- Led a team of 25 resolution experts, managing consumer operations across voice, chat and email channels. Implemented customer experience enhancements, resulting in improved CSAT scores.
Sales Coach/Customer Experience Coach
Dell International Services
Mohali
02.2007 - 12.2010
- Provided feedback and support during live sales calls for skill improvement.
Technical Support Associate
Dell International Services
Mohali
01.2005 - 02.2007
- Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
Education
Bachelor of Arts - Psychology
Himachal Pradesh University
01-2001
Skills
- Coaching and mentoring
- Stakeholder engagement
- Strategic planning
- Employee development
- Cross-functional collaboration
- Talent development
- Performance evaluation
- Team development
- Time management abilities
- Work Planning and Prioritization
- Analytical thinking
- Talent acquisition
- Recruitment and hiring
- Excellent communication
- Idea development and brainstorming
- Process optimization
- Risk assessment
- Data analysis
- Compliance monitoring
Custom
Spearheading Client Service Delivery | Operational Excellence | Fraud & Risk Investigations | Fortifying Business Strategies | Employee Wellbeing | Motor/Health Insurance
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Senior Manager
Policy Bazaar India
09.2024 - Current
Manager II
Amazon Development Centre India
10.2019 - 08.2023
Manager II
Amazon Development Centre India
08.2018 - 10.2019
Manager II (Buyer Risk Investigations)
Amazon Development Centre India
05.2016 - 08.2018
Manager
Genpact
01.2015 - 04.2016
Supervisor
Dell International Services
12.2010 - 10.2014
Sales Coach/Customer Experience Coach
Dell International Services
02.2007 - 12.2010
Technical Support Associate
Dell International Services
01.2005 - 02.2007
Bachelor of Arts - Psychology
Himachal Pradesh University
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