T Sugasini

• Build the Bank for Chase UK- Headed designing the Quality Assurance framework for Fraud within International Consumer Banking for UK market and successfully completed an external regulatory audit with Satisfactory rating
• Designed strategies to onboard 1M customers within 90 days of launching within the UK Market
• Responsible for monitoring, inspecting and proposing measures to correct or improve an organization's final products in order to meet established quality standards
• Continuously identified and highlighted opportunities for process improvements and enhancements, tracked through JIRA, CLDs and Confluence, inturn winning the "Best British Bank 2023"
• Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Fixed identified issues to increase productivity and boost workflows.
• Liaised with vendors and end-users to uncover system optimization opportunities.
• Recommended architectural improvements, design solutions, and integration solutions.

Team Management

• Managed a Team of 83 to 258 as per Business needs
• Headed Quality Pillar, Productivity Pillar and Customer Experience Pillar at Enterprise Level and Site Level
• Mentored and coached employees to success with Service Excellence awards Month-on-Month which eventually led 27 promotions within Chase across different LOBs
• Ensured 100% adherence on the primary metrics and meeting goal MoM
• Working with customers to provide a First Call Resolution and resolve their situation
• Managed RTTO for safe return of employees post pandemic along with company assets

Risk and Quality Assurance Controls

• Partnered with Business, Risk, Tech, Compliance, Legal and Finance partners across the globe to design the risk logic for Check deposit out sorts for better customer experience and reduced loss rate for the organization
• Headed Centralized Controls Teamʼs Major Projects under 43 Controls reports for the Enterprise to ensure no impacts of Regulatory, Financial or Reputational risk
• Handling Enterprise Quality Assurance Controls for Fraud Claims Phones(Fraud Hotline and Retail Claims)
• Managed Analytics for Fraud Hotline Alyx for the Enterprise along with Queue Management
• Integral part of the Loss Review Team to review and prevent losses for the firm

Readiness and Change Management

• Created and Designed SOP for Centralized Controls Team for Fraud Prevention
• Actively involved in Change Management specifically for the Job Aid changes and amendments from the review outcomes from the Loss Review
• Was integral part of designing Chase Answers Articles for Fraud and Claims Phones during Integration Phase
• Part of Readiness and Exam Ready Team involving projects and tollgates of Process and Procedural changes enhancements with success rate of 98%
• Worked APO's/PO's/Technical, Process Improvement and RPA Teams to design multiple BOTs to enhance specialist's productivity reducing any manual tasks, decreased losses to the bank and to support automation and technology modernization within Fraud Hotline Worked with IVR Team to enhance the IVR options when customer do call in which is a result of Bad Demand Mitigation

• Managed multiple Teams as Relief Team Leader
• Coached and mentored specialists to success
• Managed Quality and Customer Satisfaction for India across Claims and Fraud Hotline
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Evaluated success of fraud detection systems to identify areas for improvement.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Worked with third-party vendors to access and analyze data and systems.

• Working with customers to provide a first call resolution
• Actively involved in creative planning for the team successfully to remain the best of the year
• Managing Customer Experience and Internal Quality for the Team
• Proposed the idea of "ERBE back button", which is like a undo button in claim intake form, with success rate of 98%