Santosh Kumar
Bangalore
Summary
Summary
15 plus years of experience in Managing Retail, Ecommerce Operations, Merchandising Operations, Fraud & Risk Investigations & Analytics, Operational Risk, Project Management, People Management, Risk Methodologies, Account & Vendor Management, Stakeholder Management, Master Data Management and Supply Chain.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Manager, Risk Operations and COE Leader
Bluevine India Private Limited
11.2024 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Evaluated hiring, firing, and promotions requests.
- Successfully Lead the risk operations organization and build a strong culture of collaboration and growth.
- Lead, developed and contributed into strategy for growing Bluevine’s presence in India.
- Recruit, train and build a high performing risk organization in India and help scale operations in India.
- Provide strategic insights and support to influence credit and fraud operations strategy. Partner closely with risk leadership, risk analytics, underwriting and operations team to identify and recommend opportunities to improve our risk strategies, while managing for customer experience and profitability.
- Partnered closely with the functional and intent leads to ensure the team meets SLAs, quality OKRs, and productivity OKRs.
- Continuously looked for opportunities to improve the operation's team efficiency and Ensured proper documentation of policies and procedures for the operations team and manage SLAs.
- Driven training and quality assurance for the team, in partnership with training, compliance, and functional lead’s guidance.
- Actively invested in and lead professional development for the team. Invest in developing leaders within the organization.
- Worked with the Site Lead and other operations leaders in India to facilitate cultural initiatives such as recognition programs, engagement activities, diversity and inclusion, and community involvement, etc.
- Partnered with operations leaders in India to provide site coverage during hours of operation, develop and share best practices while driving consistency in application of engagement and performance routines where applicable.
Sr. Manager - Fraud Risk Surveillance Centre - Card Fraud Strategy
Standard Chartered Bank
10.2023 - 10.2024
- Identifying and Monitoring Fraud Threats across the Globe with multiple tenants & tracking vulnerabilities and risks.
- Lead & manage the transformation of card fraud strategy, engage and collaborate with fraud risk management teams to minimize fraud losses, ensuring superior client experience.
- Driving the process and influencing enhancements for fraud risk management internal controls.
- Provide guidance and advice 1LOD, 2LOD and 3LOD stakeholders on mitigating fraud risk management.
- Collaborate with internal and external teams (Credit risk, cyber security, AML, Anti-bribery, policy owners, Product owners, other operations team) to prevent potential frauds, support identification, engagement and retention of high quality FRM professionals.
- Analyse complex reports as revealed by the data and provide fraud risk management insights to determine further actions and help decision making process.
- Develop and implement fraud risk management strategies in relation to the insights and categorise the kind of risk involved.
- Proactively taking actions on fraud triggering events, taking corrective actions, and reporting the outcomes to top level management.
- Supporting standardisation, automation and consolidation through re-engineering and process improvement initiatives in the team.
- Conduct regular reviews with the stakeholders across the group and countries and sharing the significance of MO, root causes and best practices which are included in global standards.
- Lead, manage, Support projects by contributing to design and define solutions, UAT, UVT as and when required.
- Manage the overall process and activities with current capacity by delegating the activities basis the skillset and experience.
- Develop different categories of risk rules, test and deploy new rules using tools like SaS, Falcon, SQL, Visa/MasterCard FRMs, etc.
- Risk Management & Control
Sr. Process Lead - Fraud Analytics and Knowledge Services
Infosys BPM Ltd.
01.2020 - 09.2023
- Responsible for developing new solutions, either in-house or in alliance with external players, business development efforts, proposals, creation of collaterals and solution design support.
- Develop thought leadership Point of Views, methodologies, frameworks, toolkits, collaterals to support transformation projects and pursuit/solution design.
- Hire, coach and mentor a team of high-performance individuals to deliver Fraud management solutions within specific industries (Telecom, Fin Services, Retail, eCom)
- Establish Academic relationships / certifications to build the knowledge base of the team.
- Managed the entire process of SOP Payment Fraud, Chargebacks, Dispute Management and development of rules and Policies, in order to reduce false and fraudulent chargebacks.
- Implemented several SOP’s and rule changes to measure Precision and Recall performance.
- Created Chargeback Reporting Dashboards on weekly basis to implement necessary changes and reduce false positives.
- Analysed large amounts of data to Created Multiple Case studies, weekly reporting, Monthly decks to reduce false chargebacks.
- Created Dispute Management Program by collaborating with other financial teams.
- Delivered trainings to new members, imparting knowledge for protecting data and minimizing errors
- Collaborated closely with upper management to drive strategy through development and implementation of new processes for Chargebacks, Card Disputes, Rules changes etc.
- Evaluated Weekly sales and GMV for the client to understand the root causes behind reduced sales volume and increased fraud patterns.
- As a Sr. Lead – Practice Operations:
- Google Analytics - Fraud & Abuse (Google Shopping.com)
Manager Operations - Fraud and Risk Investigations
Amazon India
09.2013 - 12.2018
- Managed a team of Investigators, Supervisors and Quality Auditors and overseen a team size of 50+ employees.
- Worked with software engineers to clearly articulate feature requirements for investigator toolset, user interfaces, and business logic for the efficient handling of claims, disputes, and appeal.
- Achieved operational excellence and process improvement in the service level agreements (SLAs) for all processing activities.
- Always Driven continuous enhancements to the functionality and processes of the TRMS Operations team; these take the form of driving innovation through various channels - Kaizen, software requirements gathering and definition, world -wide project management, metrics definition, data structure improvements, etc.
- Driving process improvement programs such as Kaizen, L&D Trainings and Mentorship by providing guidance and necessary training tools.
- Leading Kaizen projects like Blurb Automations and Process Automation Tools at site level for better process and SOP adherences.
- Partnering with stakeholders to regulate and launch new process driven tool to enhance productivity and quality.
- Creating Offline and Offline Web Tool to Minimize Manual efforts on processing tasks daily.
- Projects Handled:
Sr. Master Data Specialist - Merchandising
Target Corporation - India
08.2010 - 01.2013
- Involved in creating Article numbers for the support of stores in US and Canada.
- Piloted and executed new Project Transitions. Store Risk Operations, such as Cash Payments, Coupon thefts, Inventory fraud etc.
- Generate purchase order vendors in SAP & JDA, including both retail and indirect & assisted in identifying store related item set up & replenishment.
- Communicate data issues back to requestors in an accurate and easy to understand manner to ensure data can be corrected.
- Demonstrate accountability to exceeding level of service expectations balancing data quality with speed of article/vendor generation.
- Understand and troubleshoot process/system issues; escalate to the appropriate teams if resolution is not found. Worked on tools such as SAP, JDA, GMS and IMN.
- Handled multiple processes at the same time and achieved outstanding results, resulting in leadership awards. Have played a major role in transitioning a new process in a speedy manner.
- Have been a very active participant in all the activities across the pyramid & Maintained excellent attendance record, consistently arriving to work on time.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Process Associate
Infosys BPO Ltd.
10.2008 - 07.2010
- To handle all the Telecom, Router and ADSL related queries of the customer - BT Retail and B2B, related to our Client British Telecom.
- Performing advance order validation and collaborating with other team to manage the networks and connection issues.
- To process the requested forms related with the queries.
- To handle new and existing orders/placements.
- To handle Quality Audit and Maintenance of Daily reports.
- Worked on systems such a One-Seibel and Host to accept and reject orders as per the SOP.
- Responsible for BT operations and Router related queries and resolving high end orders which are on priority.
- Trained new hires within a span of two months to be expertise in the process.
Education
Bachelor's of Commerce - undefined
Bangalore University
Bangalore, Karnataka06.2008
Secondary High School(12th) - undefined
Kendriya Vidhyala Sangtan
Bangalore, Karnataka03.2005
Primary High School (10th) - undefined
Kendriya Vidhyala Sangtan
Bangalore, Karnataka03.2004
Skills
- MS Office, Internet Surfing, Tally 09, Macro Express, QTP, SQL and Data Management tools, One-Siebel, JDA, Investigator Work-Bench, Paragon, CSC, SAP,etc
- Areas of Expertise: Experience in Retail, Ecommerce Operations, Merchandising Operations, Fraud & Risk Analytics, Fraud Investigations, Operational Risk, Project Management, People Management, Risk Methodologies, Account & Vendor Management, Stakeholder Management Master Data Management and Supply Chain
- Functional Expertise: Liaison between depts (Marketing, Operations, Executives) Adoption of best practices Diagnostic & Predictive Analytics Coaching & Communication Excel/Data analysis expert Arrange, Retrieve, Categorize and Summarize Data
- Projects handled using Data Analytics Tool such as R/SAS/SQL
- Automation Tools, Coaching & Communication
- Global Merchandise System(GMS), Oracle Business Intelligence Enterprise Edition(OBIEE), Information Management System
- Cross-functional communication
- Reporting management
- Human resources management
- Strategic planning
Certification
- Advanced Excel
- SQL, R, Python, SAS, PowerBI, Tableau, Advanced Analytics & Data Visualization
Analytics Training Institute - Bangalore - 2019-20
LANGUAGES
English
Hindi
Kannada
Tamil
Hobbies and Interests
Listening to Music, Travelling, Reading, Movies, Trekking, Games/Sports, Photography, Teaching, Tech geek.
Timeline
Sr. Manager, Risk Operations and COE Leader
Bluevine India Private Limited
11.2024 - Current
Sr. Manager - Fraud Risk Surveillance Centre - Card Fraud Strategy
Standard Chartered Bank
10.2023 - 10.2024
Sr. Process Lead - Fraud Analytics and Knowledge Services
Infosys BPM Ltd.
01.2020 - 09.2023
Manager Operations - Fraud and Risk Investigations
Amazon India
09.2013 - 12.2018
Sr. Master Data Specialist - Merchandising
Target Corporation - India
08.2010 - 01.2013
Process Associate
Infosys BPO Ltd.
10.2008 - 07.2010
Bachelor's of Commerce - undefined
Bangalore University
Secondary High School(12th) - undefined
Kendriya Vidhyala Sangtan
Primary High School (10th) - undefined
Kendriya Vidhyala Sangtan
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