SUMIT CHOUDHARY
Gurugram
Summary
- Seeking a challenging position in a reputed organization which provides opportunities for professional growth and advancement.
- Have 11+ year of total experience with 9+ years in payment gateways. Leading and supervise the process of chargeback Operation, BBPS dispute ,PPI product dispute , chargeback reconciliation and overdraft recovery.
- Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
17
17
years of professional experience
Work History
Senior Manager- RiskOps/Chargeback
PayU Payments Pvt Ltd.
Gurugram
01.2016 - Current
- Chargeback Operations Leadership: Lead and supervise the chargeback operations process, BBPS disputes as per NPCI directives, PPI product disputes, chargeback reconciliation, and overdraft recovery, managing a team of 11.
- End-to-End Chargeback Management: Handle approximately 16K chargeback cases per month from over 20 acquiring banks and 5+ non-banking partners, with a value range of 15-18 Cr, including managing acquiring chargebacks through direct access to VROL, MasterConnect, and RGCS.
- Policy and Procedure Development: Develop and regularly update chargeback policies and SOPs to ensure compliance with industry standards.
- Track and analyze chargeback data, monitor trends, and identify root causes.
- Training and Performance Monitoring: Provide training to junior staff, monitor their performance and productivity, and support them in handling critical issues.
- Reporting and Analysis: Prepare detailed chargeback reports and analyses for senior management, providing insights into chargeback trends, root causes, and recommended corrective actions.
- Workflow Optimization: Continuously review and optimize chargeback workflows to improve processing efficiency, reduce chargeback rates, and enhance overall operational performance.
- Project Leadership: Lead departmental projects to identify areas for automation and enhance the merchant experience, collaborating with product and tech teams. Key developments include Auto chargeback re-presentment, consolidated dashboard development, bulk upload feature for merchants, Split Pay, and Fraud Liability Program.
- Risk Management: Identify potential risks related to chargebacks, and implement preventive measures to reduce chargeback volume and financial losses.
- Escalation Management: Act as the third level of escalation for merchants, internal stakeholders, and banks, ensuring all escalations are resolved within TAT.
- Daily Reconciliation Oversight: Manage and oversee the daily reconciliation of chargeback transactions, tracking bank recovery, and identifying deviations.
- Set up rules for reconciliation, and merchant recovery for products and specific processes.
- Work closely with finance to ensure daily reconciliation meets the nodal equation.
- End-to-End Overdraft Recovery Management: Oversee the end-to-end process of overdraft recovery, ensuring timely and effective recovery of funds from chargeback transactions.
- Fraud Detection Model Implementation: Design and implement a robust fraud detection model to identify suspected fraudulent merchants at an early stage, initiating proactive recovery measures to mitigate potential losses.
- External Partner Coordination: Coordinate with external recovery partners, providing necessary data, documents, process briefings, and meetings to ensure overdraft recovery targets are achieved.
- Accomplishment: Received the Thank You Award twice for initiative and development of projects. Successfully completed the BBPS audit conducted by the RBI in July 2024. Received appreciation from Amazon, a top business partner of PayU, for enhancing their chargeback operation, which led to an increase in their chargeback win rate from 60% to 89% in 2024 compared to 2023.
Associate
Hero Management Service Pvt. Ltd(Hero BPO)
Gurgaon
03.2015 - 12.2015
- Offering specific training to the sellers registered on Snapdeal to set up, run, and grow their business on Snapdeal through calls and emails.
- Ensuring the trained sellers would experience satisfactory business through Snapdeal by monitoring them, correcting them during their ongoing business, and upgrading their knowledge.
- Operating the CRM and summarizing reports.
Executive- Quality Control & Hygiene Management
MPS Food Products Ltd.
09.2012 - 04.2014
- Company Overview: (ISO9001:2008, 14001:2004, 22000:2005 certified company)
- Maintain Audit documentation as per BIS(IS 14543) norms & conducting internal audit for Packaged Drinking water division
- Online monitoring for the quality product packaging
- Reporting to higher authorities for issues & quality function output
- Reviewing activities of other production staffs and liasoning with them for production
- (ISO9001:2008, 14001:2004, 22000:2005 certified company)
Assistant Regional Co-ordinator
RAJ VIDYA KENDER
Rajarhat
07.2008 - 08.2009
- Company Overview: (Non-profit Organization)
- Office administration including database & staff management
- Coordination through district & center level coordinators of 4 states, head office and regional management to fulfill organizational demands, reviewing ongoing progress of activity and managing & providing technical, material & manpower support for ground level & center level teams
- Building up teams, organizing meetings, setting up agendas & reporting to higher authority
- Direct involved in creating & providing manpower & other resources and modeling workshops for quality enhancement & working on feedbacks
- (Non-profit Organization)
Education
M.Sc. -
Vidyasagar University
Midnapore, West Bengal01.2011
B.Sc. -
Durgapur College of Commerce & Science
West Bengal01.2008
Higher Secondary (Science) -
Burnpur Boys’ High School
01.2005
Secondary Examination -
Bari Vidyalaya High School
01.2003
Skills
- Team management
- Escalation management
- Projects
- Advance Excel
- Power BI
- MySql
- Salesforce
- Cross-functional communication
- Operations management
- Data analytics
Hobbies and Interests
- Listening music
- Travelling
Disclaimer
All the information stated above are true to best of my knowledge.
Languages
- English
- Hindi
- Bengali
Personal Information
- Father's Name: Suresh Choudhary
- Date of Birth: 07/23/86
- Nationality: Indian
- Marital Status: Married
Timeline
Senior Manager- RiskOps/Chargeback
PayU Payments Pvt Ltd.
01.2016 - Current
Associate
Hero Management Service Pvt. Ltd(Hero BPO)
03.2015 - 12.2015
Executive- Quality Control & Hygiene Management
MPS Food Products Ltd.
09.2012 - 04.2014
Assistant Regional Co-ordinator
RAJ VIDYA KENDER
07.2008 - 08.2009
M.Sc. -
Vidyasagar University
B.Sc. -
Durgapur College of Commerce & Science
Higher Secondary (Science) -
Burnpur Boys’ High School
Secondary Examination -
Bari Vidyalaya High School
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