Shravan S. Bhardwaj

• Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
• Investigated allegations to check validity and recommend actions to minimize risk.
• Employed strong program management skills to successfully define and manage ongoing initiatives designed to control compliance and Fraud risks.
• Identified key risks and mitigating factors of potential investments such as asset types and values, legal and ownership structures and industry segments.
• Built contingency plans to successfully handle financial emergencies.
• Completed statistical reviews to uncover trends, patterns and variations.
• Designed and monitored underwriting scorecards and related predictability.

Stripe

Senior Legal and Risk Operations, ( April 2024 to Current)

Deliverable as Stripe India Leader

Stripe Senior Legal and Risk Operations (April 2024 - Present)

Fraud/Risk Operations

• Team Expansion: Increased the BLR operations team size by 1.5X.
• Workflow Innovation: Onboarded new workflows while contributing insights to ML and AI models.
• Strategic Improvements: Implemented a 24/7 hours of operations strategy and defined shift captain roles in Fraud/UPO, enhancing operational efficiency.
• To enhance user experience moved the SLAs from Business days to Calendar days leading to significant reduction in AHT.
• Shift Captain Initiative: Launched the Shift Captain program for operational robustness.

Legal/Corp Ops

• Setting up new verticals: Successfully established operational teams in Bangalore, overseeing recruitment, training, and end-to-end process onboarding for six different verticals.
• Vendor Management: Collaborated with vendors such as Accenture to eliminate backlogs and enhance performance.
• Headcount Growth: Achieved a 56% increase in overall headcount.
• Organizational Restructure: Based on the nature of business I had privilege of working on a org restructure leading focused areas of business and efficiency building.
• Pilot Programs: Launched Legal Intake Form pilot with engineering collaboration.
• Rapid Implementation: Onboarded Garnishment workflow in three weeks.
• Risk Hackathon: Contributed a winning idea for project closure.
• Strategic Planning: Planned 2025 headcount for KTLO, ISRN, and Bankruptcy teams.

Site Level initiative :

• Talent Acquisition: Built hiring framework for university hires 33 university recruits across major verticals across stripes.
• Onboarding Revamp: Overhauled onboarding and launched SDC Ambassador Program 2.0
• Program Launch: Initiated the Accepted Not Started (ANS) program, enhancing onboarding efficiency.
• Torchbearer Program: Drove the Torchbearer program for effective talent management.
• Campus to Corporate: Designed and implemented the Campus to Corporate program
• Mentorship: Provided mentorship to team members, fostering future leaders and managers.

Risk Operations Manager (May 2022 - April 2024)

• Leadership & Team Building: Successfully established Risk Operations teams in Bangalore and Mexico, overseeing recruitment, training, and end-to-end process onboarding for six different verticals.
• Talent Management: Developed the 'Torch Bearer' program to retain top talent, achieving 0% attrition among key personnel over the last two years.
• Fraud Detection: Identified phishing patterns impacting 350+ merchants, preventing an estimated $100K loss.
• Process Optimization: Streamlined Risk Operations processes using Six Sigma tools, resulting in significant cost savings.
• High-Impact Projects: Launched Project Elasticity, increasing resolution rates by 14% through resource optimization.
• Fraud Referral Program: Enhanced vendor accuracy, potentially saving $200K in costs.
• KYC Initiative: Decreased KYC volume through the implementation of Trailbot technology.
• Cross-Functional Support: Improved workflows within the TRO vertical of legal operations for better collaboration.
• QA Framework Development: Established a QA framework for 6 risk verticals and resulted in visibility creation of core metrics.
• Analytics Revamp: Revamped Risk Operations analytics dashboard and served as the Directly Responsible Individual (DRI) for Ops Tech inquiries.
• Quality Leadership: Maintained an approval rating of over 97% in StripeSat which an employment satisfaction survey
• Community Engagement: Mentored team members and coordinated community campaigns in Stripe India.

• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Interacted with customers and clients to identify business needs and requirements.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Coached team members on productivity strategies to accomplish challenging goals.
• Define and measure program level goals working backwards from the Customer’s requirement
• Conduct baseline activity to arrive fresh goals
• Evaluate Headcount requirement, hire the right talent by working with recruitment team based on the requirement and Setup the team for success by working with training team.
• Coordinate with People managers to eliminate roadblocks and help the team design path to green and ensure goals are delivered on time with maximum success
• Own and drive Director level goals to closure and track and report progress on a weekly basis
• Setup Stakeholder connects share various goal updates, roadblocks and Design path to green (supporting 8 Program)
• Coordinate across various auditors to ensure Quality Standards are consistently met and improved
• Explore efficiency improvement scope and optimize the utilization by waste elimination
• Lead and Drive multiple deep dive request and support identification of the Root cause
• Lead and Drive Brainstorming session to generate insights to drive the recommendations to implementation
• Track post implementation audit mechanisms and setup control mechanisms
• Setup and Host WBRs and share key callouts to respective stakeholder on a Weekly basis for 8 Programs

• Provided leadership for continual management and employee training initiatives.
• Oversaw staff and sub-contractor performance review assessments.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Driving and managing performance of team with span size of 24 consisting of L2 and L3 process associates
• Managing operational deliverables across established Amazon marketplaces to ensure competitiveness across all the key attributes for Entertain Media product line
• Identifying process gaps and optimizing the process to increase business efficiency in the form of project
• Actively conduct/moderate weekly connect with the stakeholders to provide various business update
• Reporting and Tracking various key business metrics for all internal and external stakeholders
• Explore and enable automation of opportunity by leveraging inputs collated by daily mapping activities

• Evaluated impact of process change on overall operation and determined return on investment.
• Responded rapidly to market shifts to make changes to corporate processes.
• Promoted change through positive promotion, benefits demonstration and interactive approach.
• Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
• The role involves driving and managing performance of a team with a span size of 34 distributed across geographical locations.
• Actively conduct/moderate weekly connect with the stakeholders; generate the reports in order to share the audit trends and learning.
• Actively visit the ground of activity to understand the baseline and set up an audit mechanism for an already existing process.
• Setup metrics, tracking mechanism and reporting structure for the currently functional process.
• Conduct and perform Root Cause Analysis by conducting FGDs and Gemba, define processes for operations and work actively with Stakeholders and have the new process implemented.
• Enhance the current existing process by using process door or Data door approach
• Moving support structure from a High cost model to a low-cost model by working with the product team and improving product capabilities.

• Improved quality processes for increased efficiency and effectiveness.
• Coordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
• Managed and archived quality documentation and participated in internal and external quality audits.
• Mentored and encouraged employees to strive for excellence while fostering professional growth.
• -Driving and managing performance of team with span size of 18 direct reports and 28 indirect reports across IND, CN and JP and team consisted Team leads , L4 Quality Auditors and Program managers.
• -Design stratification of sampling based on the requirement and nature of the function to provide comprehensive overview of Process health of the organization
• - Owned creation of Quality metrics for various function for Risk Management team.
• - Create PTG for function to improve performance in terms of Quality for various seller functions and drive program level defect reduction projects and driving them to closure by Kaizen approach
• - Conduct and perform Root Cause Analysis on the top defect area and work with Stake holder on the driving the defects down of low hanging fruits by JDI approach
• - Actively conduct/moderate weekly connect with the stakeholders; generate the reports in order to share the audit trends and learning.
• Globally allocate and coordinate on audit delivery for both Buyer and Seller verticals
• Organize calibration session to ensure standardization across various Geo locations
• Additional responsibilities Owned:
• Lead Kaizens and JDI with Continuous improvement team.
• Global - POC for the Quality team for various Seller functions
• Quality team representative member of rewards and recognition committee

• Inspected work areas regularly to identify safety practices, quality control procedures and worker actions in need of improvement.
• Performed continuous random spot reviews of daily log pages, non-routine and work package contents for completeness, correct use of appropriate references and approved data.
• Reviewed work instructions and production strategies to verify compliance with established standards.
• Audited activities of workers on production lines and shipping and receiving.
• Quality Auditor for TRMS prior to moving into Quality Manager Role.
• Actively contribute and support in defect reduction to the Supported Function.
• Was actively involved in day-to-day management of fresh entrants - conducted quality audits, conducted process related training refreshers and handled escalations.
• Sending out weekly report outs on the performance of fresh entrants to the Operations Manager and working closely with all management stakeholders to ensure these batches worked at optimum efficiency.

Investigation Specialist I: February 2015 to December 2016

• Was actively involved in day-to-day investigation activities and ensuring best delivery of Quality and Productivity

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Explained technical information in clear terms to promote better understanding for non-technical and rediscovering work around the Technical Issue which has been faced by customers in the USA with respect to inkjet Printers.
• Implementing sales at point of services and adding value to the organization by revenue generation.
• Resolving and closing unresolved service tickets handled by other agents

• HR Professional with experience in recruiting IT professionals.
• Experienced in the areas of Recruiting, Sourcing, Reporting, Vendor Management and screening, Contract Recruitment.
• Experienced in Volume/Mass Hiring and Niche Skill Hiring
• Proficient in recruiting candidates from all levels Junior Level to Senior Level.
• Experience in IT and ITES Recruitment.

• Trained new hires to perform cross-training exercises with College graduates .
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.