SRINIVASA MANOJ MUNAGAPATI

• Owned end-to-end program management for billing governance, vendor performance, and commercial controls across multiple regions.
• Conducted regular performance and governance reviews with partner executives, driving accountability through KPIs and scorecards.
• Implemented a bonus and penalty framework aligned to performance, resulting in sustained cost savings while reinvesting a portion of savings back to vendors to strengthen long-term partnerships.
• Monitored financial variances and partnered with Finance and Operations teams to identify cost optimization opportunities.
• Delivered the Quarterly Xph Reset Program, resulting in ~$2M in quarterly savings.
• Streamlined operational workflows through improved coordination, documentation, and standardized governance mechanisms.

Projects:

• Streamlined operational flow with enhanced coordination methods
• Directed compliance and reward systems tailored to each site

• Lead a team of 51 members responsible for handling Fraud and Risk-related actioning for the USGC region.
• Collaborated with cross-functional stakeholders across Product and Central Operations to develop product solutions.
• Implemented a robust profile photo verification process, significantly reducing fraudulent activity.
• Conducted performance management, coaching, and mentorship for customer support agents, fostering professional growth and engagement.
• Adapted to a 24/7/365 support environment, ensuring uninterrupted operations and maintaining service excellence.
• Led and participated in hiring, onboarding, and training initiatives to build a strong, knowledgeable customer support team.
• Owned and executed SLA, productivity, and quality targets, ensuring adherence to high-performance standards and increased them.
• OKRs and Metrics Management: Set and ensure the achievement of key OKRs, consistently striving to take bold bets aligned with the overall strategy and mission. Monitored and ensured metrics were on track, raising flags whenever necessary.
• Product Development Support: Provided support to product teams by understanding, reading, and writing PRDs for quick feature development. Worked with vendors and cross-functional engineering teams to deliver artifacts and increased revenue by 21%.
• Quality and Process Improvement: Questioned the status quo and introduced industry best practices for quality and production bug management. Ensured the implementation of processes that led to efficiency gains and improved overall quality.

• Responsible for Team Mentoring and Project Management across the Rider/Driver Lines of Business for US & Canada.
• Created a Quality Actioning dashboard leading to a 15% improvement in quality scores.
• Collaborated with the Product team to launch multiple features on the app such as Wrong Rider OTP, Toll Calculation Revision, Contactless Delivery, etc.
• Created in-app support FAQ content, reducing driver support contact rate by 18%.
• Enhanced Driver Experience: Led initiatives to improve driver satisfaction and engagement, resulting in increased driver retention and positive feedback by leading Prop-22 project.
• Increased the driver satisfaction by 24%.
• Created in-app support FAQ content for driver issues, bringing down the driver support contact rate by 18% (savings of ~$100K).
• Managed and optimised operational processes using the Automate, Eliminate, and Optimise framework to drive efficiency and scalability.

• Resolved payment-related issues for Uber drivers and riders by investigating discrepancies, processing adjustments, and ensuring timely payouts.
• Handled account inquiries and transaction disputes, providing clear resolutions while maintaining a high level of customer satisfaction.
• Assisted drivers with fare adjustments, payout failures, and deduction clarifications, ensuring accuracy in payment processing.
• Monitored financial transactions and payment workflows, escalating complex cases to relevant teams when necessary.
• Collaborated with cross-functional teams (Risk, Finance, and Tech Support) to streamline payment processes and prevent recurring issues.
• Provided policy guidance and compliance support, educating users on Uber's payment policies and best practices.

• Provide comprehensive account management support to HSBC premium customers, assisting with account setup, internet banking, and offering fraud prevention strategies.
• Specializing in facilitating large transfers, to ensure seamless transactions and safeguard against potential risks.
• A leading multinational banking and financial services