Somya Das
Bengaluru
Summary
Results-driven Fraud Operations Leader with 8+ years of experience in fraud investigations, risk management, and data-driven decision-making. Proven expertise in fraud intake triage, trend analysis, and KPI-based performance management. Skilled in developing dashboards, driving cross-functional initiatives, and improving operational efficiency through automation and process optimization. Adept at collaborating with Fraud Strategy, Risk, and Technology teams to deliver scalable and high-impact solutions. Extensive experience in capacity planning, project management, and leadership. Proven ability to lead high-performing teams, streamlining operations, and drive continuous process improvements that optimize productivity and cost efficiency.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Analyst - Fraud Operations Stratergy
Goldman Sachs
Bengaluru
07.2022 - 07.2026
- Led and managed a high-performing team of 26 fraud investigators, setting performance goals, conducting structured reviews, and driving continuous improvement in quality, productivity, and SLA adherence.
- Owned end-to-end fraud investigations, including high-risk escalations and time-sensitive incident response, ensuring rapid containment and effective loss prevention.
- Acted as the primary escalation point for complex fraud cases, collaborating with global Fraud, Risk, and Trust & Safety teams to ensure timely resolution within defined SLAs.
- Drove fraud intake prioritization and triage efforts by assessing incoming fraud cases, identifying severity, assigning ownership, and aligning timelines with Fraud Strategy.
- Developed and managed operational dashboards and reporting frameworks to track KPIs such as productivity, queue health, SLA adherence, and investigation quality; presented insights through Weekly Business Reviews and Monthly Business Reviews (MBRs) with the Tableau data.
- Conducted fraud trend analysis and data-driven risk assessments, identifying emerging fraud patterns and recommending control enhancements to improve detection and prevention strategies.
- Partnered with Strategy and Product teams to translate fraud trends into actionable backlog items, supporting roadmap planning and improving fraud detection capabilities.
- Led cross-functional coordination across Operations, Strategy, Technology, and global stakeholders to drive alignment on fraud initiatives, ensuring seamless execution of critical programs.
- Implemented process improvements and automation initiatives, achieving a 50% reduction in Average Handling Time (AHT) and enhancing operational efficiency.
- Scaled Quality Assurance (QA) and calibration programs to improve decision accuracy, reduce false positives, and standardize investigation outcomes across teams. Shared the data with Sharepoint.
- Managed capacity planning, workload distribution, and queue prioritization to ensure optimal resource utilization and consistent service delivery.
- Collaborated with technology teams to manage Jira-based workflows, resolve system issues, and minimize operational disruptions.
- Supported change management initiatives by updating SOPs, improving workflows, and partnering with Knowledge Management teams to enhance training and operational readiness.
- Led fraud rule optimization initiatives in collaboration with Fraud Strategy teams, delivering ~$125K in annual cost savings while strengthening fraud detection controls.
- Fostered a data-driven and high-performance culture by promoting continuous feedback, team engagement, and capability development.
Senior Process Associate – Dispute Management
Tata Consultancy Services (TCS)
Kolkata
05.2017 - 05.2022
- Managed customer dispute resolutions efficiently while maintaining compliance with internal SLAs and quality standards.
- Identified opportunities to streamline case handling procedures and improve customer satisfaction metrics.
- Quality check on the achieved targets for better client service and team growth.
- Trained five new peoples and guided team members to achieve their quality scores.
- Developed and monitored key performance indicators to track process performance improvements.
Education
Master of Business Administration - Banking and Finance
Narsee Monjee Institute of Management Studies
01-2023
Bachelor of Commerce - Accounting Hons.
Ispat Autonomous College
Rourkela, Odisha04.2017
Skills
- Capacity & Resource Planning
- Project & Stakeholder Management
- Process Optimization & Cost Reduction
- Metrics, Reporting & Business Reviews
- Workflow Management & Automation
- Cross-Functional Collaboration
- Risk & Fraud Management
- Team Leadership & Multi-Project Delivery
- Fraud Investigations & Intake Management
- Fraud Trend Analysis & Typology Assessment
- Risk Assessment & Mitigation Strategies
- Escalation Handling & Incident Response
- Fraud Strategy Alignment & Backlog Prioritization
Certification
- Google Project Management Certification
- Risk Management (Coursera)
Tools & Technologies
- Tableau (Dashboarding, Filters, Drill-downs, Data Visualization – Working Knowledge)
- Microsoft Excel (Advanced: Pivot Tables, Lookups, Data Analysis)
- Power Query (Data Transformation – Working Knowledge)
- PowerApps (Process Automation – Basic Exposure)
- SharePoint (List & Data Management – Working Knowledge)
- Jira (Workflow Management & Issue Tracking)
- Confluence (Documentation & Knowledge Management)
Websites, Portfolios and Profiles
https://www.linkedin.com/in/somya-das-464040176/
Timeline
Analyst - Fraud Operations Stratergy
Goldman Sachs
07.2022 - 07.2026
Senior Process Associate – Dispute Management
Tata Consultancy Services (TCS)
05.2017 - 05.2022
Master of Business Administration - Banking and Finance
Narsee Monjee Institute of Management Studies
Bachelor of Commerce - Accounting Hons.
Ispat Autonomous College