Sourabh Bohara
Summary
Dynamic and results-oriented Payment Operations Manager with 10 years of experience in leading payment processing teams, optimizing payment operations, refund processes and chargeback disputes. Proven track record of optimizing refund operations, minimizing chargeback losses, and enhancing customer satisfaction. Seeking to leverage expertise in dispute resolution, fraud prevention, and process improvement to contribute to the success of a dynamic organization.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Infosys BPM Ltd
01.2023 - Current
- Lead and manage the payment operations team accountable for processing and reconciling payments, including credit card transactions, ACH payments, wire transfers, and checks.
- Develop and implement strategies to streamline payment processes, resulting in a [50%] reduction in processing time and a [90%] decrease in error rates.
- Collaborate with cross-functional teams including finance, IT, and customer service to identify opportunities for process improvements and system enhancements.
- Ensure compliance with regulatory requirements, payment card industry standards (PCI DSS), and internal controls related to payment processing operations.
- Conduct regular audits of refund and chargeback processes to ensure compliance with industry regulations and internal policies.
- Provide training and guidance to team members on best practices for dispute resolution, fraud detection, and prevention.
Team Lead
Infosys BPM Ltd
02.2021 - 12.2022
- Lead and manage the refunds and chargeback team, overseeing the end-to-end process from investigation to resolution.
- Develop and implement strategies to minimize refund processing time and reduce chargeback losses, resulting in a [30%] decrease in overall financial exposure.
- Analyze chargeback trends and identify root causes of disputes, collaborating with cross-functional teams to implement preventative measures.
- Review and respond to dispute notifications from payment processors and card networks in a timely and effective manner, maximizing recovery rates.
- Built strong relationships with customers through positive attitude and attentive response.
- Created financial dashboards to provide insights into key performance indicators.
- Develop and implement procedures to ensure accurate and timely payment posting, reducing processing time.
- Maintain compliance with company policies, accounting standards, and regulatory requirements related to cash application processes.
Accountant
Infosys BPM Ltd
04.2016 - 01.2021
- Submitted cash and check deposits and generated cash receipts to record money received.
- Responded to customer inquiries and provided detailed account information.
- Provided training and support to payment operations staff, ensuring adherence to policies, procedures, and best practices.
- Assisted in the development and documentation of payment processing workflows, procedures, and controls.
- Acted as a team lead in absence of manager and team lead.
Senior Accountant
Infosys BPM Ltd
04.2015 - 03.2016
- Processed and reconciled daily payment transactions, including credit card payments, ACH transfers, and electronic funds transfers (EFT).
- Prepared and analyzed daily cash reconciliation reports to ensure accuracy and completeness of transactions.
- Reviewed documents and accounts for discrepancies and resolved variances.
- Processed and applied cash receipts from various sources including checks, electronic payments, and lockbox deposits.
Junior Accountant
Infosys BPM Ltd
09.2013 - 03.2015
- Researched and resolved account discrepancies.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
- Trained new employees on proper cash routines, procedures, and requirements.
- Performed daily cash reconciliations to determine accuracy of financial reports.
Education
MBA - Accounting And Finance
Sinhgad Business School
Pune, India01.2018
Bachelor of Commerce - Cost Accounting And Taxation
Pune University
Pune04.2012
Skills
- Operations Management
- Business Continuity
- Chargebacks and Dispute Management
- Order to Cash
- Bank Statement Reconciliation
- Payments and Refunds Transactions
- Process Improvement
- Customer Relationship Management (CRM)
- Problem Solving
- Customer Focus Service
- Client Relation
- Analytical Skills
Rewards and Recognition
- 3 Times iStar Award
- Continue Outstanding Rating
- 4 Individual Extra Miler
- 3 Spot Awards
- Gladiator award
- High performer award
Timeline
Assistant Manager
Infosys BPM Ltd
01.2023 - Current
Team Lead
Infosys BPM Ltd
02.2021 - 12.2022
Accountant
Infosys BPM Ltd
04.2016 - 01.2021
Senior Accountant
Infosys BPM Ltd
04.2015 - 03.2016
Junior Accountant
Infosys BPM Ltd
09.2013 - 03.2015
MBA - Accounting And Finance
Sinhgad Business School
Bachelor of Commerce - Cost Accounting And Taxation
Pune University
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