RAVI KUMAR
Gurgaon
Summary
Goal-oriented Manager with experience in team leadership and customer service. Highly organized and efficient, with a strong ability to prioritize tasks and meet deadlines. Seeking a challenging position in a dynamic work environment where I can utilize my skills and contribute to the success of the organization.
Overview
11
11
years of professional experience
1
1
Certification
2
2
Languages
Work History
Manager
Mobikwik
06.2025 - Current
- Leadership & Team Management: Currently leading a team of 25 members, including a team leader, overseeing transaction monitoring, MHA, LEA, and fraud prevention/investigation functions.
- Cross-Functional Collaboration: Led multiple cross-functional teams to streamline operational processes, resulting in enhanced efficiency, and improved service delivery.
- Regulatory & Audit Representation: Represented the organization during the RBI audit, ensuring compliance with all regulatory requirements.
- Stakeholder Coordination: Conduct regular meetings with NPCI and MHA representatives to review fraud trends and market developments.
- Automation Initiatives: Spearheaded automation projects, including MHA automation, PEP screening automation, and risk categorization workflows, to improve accuracy and turnaround time.
- Regulatory Escalations: Managed RBI escalations related to PPI, and coordinated timely responses.
- Cyber & Law Enforcement Coordination: Handled highly escalated cases through the DOT portal, MHA portal, and Cyber Cell, ensuring effective investigation and resolution.
Manager (VISA/RUPAY/Transaction monitoring)
Jupiter Money
04.2024 - Current
- Handling a team of 10 and managing their daily activities
- Suggesting and creating rules in EFRM post analysis of fraud data
- Execution of rule creation requests received from member Banks
- Complying with Notices received from Cyber Crime /CBI/ED /Local police authorities and RBI for frauds reported
- Merchant analysis on a daily basis
- Good knowledge of PPI, UPI, RUPAY, NFS, IMPS Product and other NPCI products
- Looking after internal and external stakeholders queries related to RUPAY card (UPI,Card) fraud ,VISA credit card fraud
- Taking care of BO cases received from partner banks
- Maintaining MIS of daily monitored cases and auditing them on weekly basis
- Involved in hiring and training of new employees
- Responsible for doing RCA and sharing details with team and stakeholders
- Worked on TPAP Spoofing fraud cases and helped in saving 40% to 50 % of penalty amount which was to be taken by NPCI
Assistant Manager (Saving account)
Jupiter Money
03.2022 - 03.2024
- Managing a team of 8 resources involved in Investigation of Digital Frauds
- Ensuring frauds reported are investigated and rejection/refund is provided to the customers within TAT
- Data analysis of cases reported
- Monitored transactions, identified, and flagged suspicious activity on Bank accounts
- Investigated cases related to Fraud transaction on Debit card
- Investigated cases of ,Credit Card, UPI/AEPS /PPI, Net Banking, IMPS, and NEFT, which involves any amount of fraud transaction
- Collaborated with Police authority, investigating officer and other government agency in their investigation over mail
- Collaborated with team members to analyze and review the possible fraudulent accounts, and the new fraud trends and brainstorming methods to combat this type of crime
- Investigated identity theft fraud, Identity takeover, Vishing Fraud
- Offered fast and efficient resolution to customers for any fraud concerns over mail and handled challenging situations with ease
- Coordinate with our Online and offline merchants over mail and in some cases on calls too for further cancellation / stop the fraudulent order and do recovery accordingly within the stipulated time
- Part of strategies for System upgrades & onboarding of new System
- Handling exceptional scenarios and team queries
- Coaching and Feedback (Refresher Sessions) on accuracy issues
- Creating New Hire training plan and conducting New Hire training
- Responsible for doing RCA and sharing details with team and stakeholders
- Responsible for 100% audit of the team members cases to make process error free
- Successful at motivating staff through clear communication and outstanding organizational skills
- Working collaboratively with the Operational Risk Management (ORM) team, other risk & control functions, as well as business line management
- Conducting the monthly Process Knowledge Test (PKT) for the team; supervising gap analysis followed by training and moulding the team members and grooming them for the next Level
Senior Executive
SBI CARDS AND PAYMENT SERVICES LTD
11.2018 - 02.2022
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Investigated cases related to Fraud transaction on credit card, reward abuse fraud cases, cheque fraud cases, etc
- Monitored transactions, identified, and flagged suspicious activity on credit card accounts
- Handled dispute cases related to different PPI instruments like Paytm wallet
- Handled escalation calls of my team member and worked as a SME(Subject Matter expert) for my team
- Worked on negative feedback given by customers on social media/Mails/SMS and inbound calls
- Helped in improvement in process of CBR (Credit Balance refund)
- Closure of complaint/Request related to credit balance lying on customer card account
- Handled contact change {Mobile/Email id} process
- Handled GSTIN update process
- Handled the cases of FD related complaints in mail
- Handled in transfer of credit limit from one card to another credit card
- Coordinated with Bank and customers to validate and investigate suspicious transactions
- Monitored transactions, identified and flagged suspicious activity on credit card
- Reviewed analyzed and identified indicators of potential money laundering through credit card
- Collaborated with Fraud Team, AML Team, Finance Team, Remittance Team and Marketing Team in giving proper resolution to customer
Executive
SBI CARDS AND PAYMENT SERVICES LTD
12.2016 - 10.2018
- Identified issues, analyzed information and provided solutions to problems
- Collaborated with department or managements to achieve required result
- Monitored transactions, identified and flagged suspicious activity on credit card
- Handled Account zeroisation process, which leads to CIBIL rectification of customer
- Handled merchant EMI cancellation process
- Handled process of credit card upgrade and downgrade
- Handled the process of charges debit and credit
- Handled the process of LOAN foreclosure
Associate
SBI CARDS AND PAYMENT SERVICES LTD
06.2014 - 11.2016
- Handled 60+ customer interaction per day, giving detailed, personalized, friendly and polite service to ensure customer satisfaction
- Effective handling of customer details in specific Software called Vision + system which is used to know the card details of each customer and their payment details
- Handled priority customer queries with respect to new card details and provided 100% quality and satisfaction
- Memorized all company products and services, and mode relevant up-sells{PLON,IL,BT,EMD}
Education
BE -
RGPV
12th - undefined
CBSE
10th - undefined
CBSE
Skills
- Team Handling
- Strong communication and follow-up skills
- Ability to work in a new and challenging environment
- Disciplined
- Decision-making
- Team leadership
PERSONAL PROFILE - STRENGTHS
- Good Communication Skills
- Disciplined
- Coordination skills
- Punctual
- Optimistic
Certification
CAME (Certified Anti-Money Laundering Expert) – Currently pursuing from Indiaforensic
Timeline
CAME (Certified Anti-Money Laundering Expert) – Currently pursuing from Indiaforensic
10-2025
Manager
Mobikwik
06.2025 - Current
Manager (VISA/RUPAY/Transaction monitoring)
Jupiter Money
04.2024 - Current
Assistant Manager (Saving account)
Jupiter Money
03.2022 - 03.2024
Senior Executive
SBI CARDS AND PAYMENT SERVICES LTD
11.2018 - 02.2022
Executive
SBI CARDS AND PAYMENT SERVICES LTD
12.2016 - 10.2018
Associate
SBI CARDS AND PAYMENT SERVICES LTD
06.2014 - 11.2016
12th - undefined
CBSE
10th - undefined
CBSE
BE -
RGPV