Sourabh Chatterjee

Currently working as a Program Manager for the In-Person Verification function which falls under the Registration and Compliance Org of Amazon. The nature of the role is to drive the yearly program roadmap around key program level metrics globally. The Global IPV team covers over 18 languages and 190 countries.
The roles and responsibilities are:
1) Identify the key matrices for the year for the function on the basis of which the operation excellence strategy and goals are decided and aligned with the function leaders. Thus, definition the yearly charter of the Program Team, for the key projects to work on to bridge the gap between the current performance and goal set for the year.
2) On the basis of the projects identified for the year, work with multiple stakeholders to identify the effort required and the timeline around the same. Thus build and drive the execution plan with stakeholders like, Tech/Product/Analytics and Operations team.
3) Handle end to end management of new launches like Marketplaces, new tech/tool implementations, SOP/Process changes etc. Thus any new launch in the people/product/tool is handled by me, which involves working with stakeholders globally to ensure a smooth launch and post launch performance management.
4) Partner with Analytics team to identify and execute key reporting requirements for the year coming from Operations for monitoring the day to day operations and other teams like tech/product to generate data for deep dives as and when required.

The Trust and Safety(TnS) team at Swiggy estimated that the fraud and abuse cost per order was as high as Rs. 9/order. Thus there was a need of strong risk operations team, which would perform the transaction level investigations to support the TnS team to identify and monitor the new fraud and abuse use case scenarios. Thus I was hired at Swiggy to create and operate the Risk Operations team. We started with a team of 5 members internally hired, covering the abuse/fraud scenarios from Customer aspect. Over the period of 1 year and 7 months, the team expanded to a 32 member internal team and a 12 member outsourced team covering 360 degree of the fraud/abuse landscape over Customer/Restaurant Partner/Delivery Partner and Internal Employee collusions.
Complex abuse scenarios like offline delivery, Last Mile/First Mile abuse, Delivery Partner andRestaurant partner collusion etc. were some key projects that i identified and the built complexprocesses to monitor and action the same. Overall by the 2 year end, we reduced the cost perorder from the fraud and abuse landscape from Rs 9/order to Rs 3.8/order which is a 57% reductionamounting to a saving of Rs. 52 lacs weekly as the total order count weeks was around 10 lac orders.
Leveraging complex ML driven fraud/abuse models, by working with stakeholders like Data Science,Tech Teams, Product Team and Analytics team, to build a strong operations team to build and improvethe automated fraud/abuse detection and actioning models. Additionally I also worked with the abovementioned teams to build an internal tool called as Investigator Workbench i.e. a tool that can be usedas one stop solution to investigate a customer/delivery partner/restaurant partner.
Weekly/monthly leadership reporting for the operations team, and identifying and creating operationalexcellence metrics to improve the performance of the team also formed a core part of ny role andresponsibilities.

Started my career as an Investigation specialist I (Amazon Payments) TRMS in 2014, I gradually progressed to the position of Manager I, Investigations (Product Quality) TRMS. My role spreads across resolving escalations including both trouble tickets’ and non- TT’s based and designing a framework to improve the functions deliverable as an investigator to the program level.
Furthermore, I am proactively involved in client interactions while maintaining team workflow, dissecting issues, managing Shrinkage and bottom quartile performance. I improve performance metrics ,maximize productivity/ quality at QS level and resolve various issues related to sellers and buyers.
Responsibilities
1) Handled a team of 28 investigators directly, to manage and drive operation performance. My team stood first among 14 teams globally year after year, on key metrices of productivity and quality. Additionally due to shortage of L5 managers for over a quarter, I filled the space by operating as a L5 manager handling three other peer managers along with my own team.
2) Acted as the global Quality Program lead for the year as the Quality team undergoing a program level change and the quality charter for the year fell on operations shoulders. My previous experience
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as a quality specialist helped me define this charter and get leadership approval for smooth execution. In the particular year our investigator led defect rate fell by 42%, and globally the team highlighted over60+ process level improvements.
3) Assist risk mining team for updating the team consistently of the Modus Operandi’s during quality audit huddles
4) Develop SOP for bad debt and credit risk which supported the stakeholders to maintain better performance for the team as a whole
5) Integrate dashboard to manage member performance and generated scores for stack ranking
6) Acted as the lead for Weekly and Monthly Business Review meeting with global leaders and stakeholders which is usually led by L5 managers and above.

Started my career with Amazon Payments as an Intern for the role of Transaction Risk Investigator. Within 4 years i scaled up from an intern to a full-time role, then a Senior Investigator and then a Quality Specialist for Amazon Payments.

Key Responsibilities:

1) Hire and develop the best: Hired over 150 interns and full time associates at L3 level. Created and expanded the quality charter.

2) Deep Dive, Customer Obsession and Learn and be curious: Conducted over 4 Kaizen projects which lead to process streamlining, and better seller experience. Learnt multiple process improvement skills like Root Cause Analysis, 5 why analysis, Fish Bone analysis etc. I also collaborated with tech teams to improve the tools for fraud identification and created a few new tools as well.

3) Bias for Action: In my stint as a Quality Specialist i performed multiple Kaizen projects which helped identify the process/tool and people gaps. Thus i evaluated the expected impact of the gaps identified and prioritized them accordingly. We move really fast in implementing these solutions to bridge the gap, and followed it with a continuous measuring and rectification process to ensure we are not blocked and thrive continuously to be better.