Trija
Senior Manager- Card Fraud Operations
Gurgaon
Summary
Seasoned Banking Professional with 16+ Years in Fraud and Dispute Management, Driving Operational Excellence and Compliance.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Manager- Fraud Protection Services UK & IND
American Express
03.2023 - Current
- As Senior Manager Fraud Prevention Services; responsible for managing the team that prevents and investigate fraud occurred on customer's AMEX cards
- Leading and accountable for a unit of ~21 highly skilled Fraud Analysts catering to UK & IND based customer of American Express credit card
- Knowledge of end to end fraud cycle including; Identity fraud, Fraud applications, Chargeback, fraud claims etc.
- Managing regulatory requirement of India market by adhering to the policies laid down by RBI in respect to customer liability, fraud credit etc.
- Deft at operations management focusing on maximizing Customer satisfaction, Quality & process compliance, etc
- Skilled in implementing procedures & service standards for business excellence
- Managing and resolving business escalations, business approvals for the team and liaising with Stakeholders across Hubs/Region to ensure delivery of a seamless and continuously improving end to end Fraud credit process
- Recruiting, training, mentoring, and motivating team members towards achieving their objectives with ethical conduct while encouraging knowledge sharing among the group members and other colleagues
- Furthermore, retention of good talent and keeping a control over attrition.
Manager - Fraud Protection Services
American Express
07.2015 - 02.2023
- As Manager for Fraud team, responsible for adherence of RTF score of 80% while keeping the Quality & compliance intact
- Living by the value of Customer First focus by making it Easy, Recognize the problem and Solving for it
- Identifying, reviewing and agreeing on action plans and account strategy for stellar RTF results and process improvement
- Monitoring the calls to ensure all procedures are followed and there isn't any policy or compliance failure
- Contribute to the Champion Challenger Contest run amongst the 5 sites in American Express and hold number 1 position for the entire year 2016 & 2017
- Got Rewarded for Highest RTF in a row for Q3 and Q4 2017.
Assistant Manager Operations - Barclaycard Disputes
Barclays
01.2014 - 06.2015
- As Team Manager, Barclaycard Disputes Management Team was responsible to manage ~ 18 Advisors
- Team involves raising New Disputes on Customer's call and the investigation on the cases raised
- Meeting monthly targets like NPS, Service Level Agreements (SLA), Quality (Behavior Scores), Regulatory Adherence (RA), Complaints Process Adherence, Shrinkage, AHT, Schedule Adherence
- Drove process level NPS (Net Promoter Score) and Complaints reduction
- Rewarded as Best Team Manager for Q3 and Q4 for 2014
- Achieved 91% EOS scores (Employee Opinion Survey) for the year 2014
- Two times GVRP (Global Values Reward Program) Award Winner in the year 2014 for the Values ; Services and Excellence
- Successfully Completed Complaints Reduction White Belt Project in Q4 2014 and hence bringing reduction in complaints from Average 2.1% to 1.8%
- Completed White Belt Project on NPS and hence bringing the Average NPS of Process from 57 to 63
- Provide coaching and mentoring to TSS, transferring skills and expertise as required ensuring delivery against targets and continuing professional and personal development.
Team Support Specialist (TSS) - Barclaycard Disputes
Barclays
05.2012 - 12.2013
- Team Support Specialist works as a Process Expert for the team
- Daily job role includes handling real-time escalations and queries of the team
- Monitoring calls of the advisors and delivering feedback
- Working on the bottom quartile of the team to ensure Quality and process excellence
- Taking the team through the Process Updates
- Handling the administrative work of the team including File Audits.
Customer Care Executive (CCE) - Barclaycard Customer Services
Barclays
01.2010 - 04.2012
- Member of Barclaycard Customer Service Team responsible to taking inbound calls of the UK based Credit Card Customers
- Managing individual AHT & after call time
- Resolving on call Customer Complaints
- Working in 24*7 shift timings.
Customer Service Executive - British Telecom
HCL
05.2008 - 12.2009
- Member of British Telecom Process responsible to respond to the UK based BT Customers over chat & email
- Working in 24
- 7 shift timings
- Resolving on call Customer Complaints.
Education
MBA Executive (Operations) -
Institute of Management Technology
01.2017 - 04.2018
Bachelor of Science Honours - undefined
Dyal Singh College - University of Delhi
01.2005 - 04.2008
Skills
Leadership
People Management
Performance Management
Quality Assurance
Coaching & Feedback
Training & Development
Process Improvement
Escalation Management
Stakeholder Management
Accomplishments
- Prestigious Tribute Award for Q3 2024
- 5 Star honors Award for Q1 2024
- Colleague Engagement contribution Award 2023
- Dream Team Award for 2016
- 1st positing in Champion Challenger Contest 2016
- Champion Challenger Contest runs amongst the 5 sites in American Express
- Quality Champs award for 100% Compliance for Q1 2017
- Highest VOCM in a row for Q3 and Q4 2017
Personal Information
Date of Birth: 10/27/86
Projects
BST & PMA mapping for the fraud prevention unit to ensure effective controls for Business
Implementation of CLIC tool to drive Efficiency and Reporting
Review of Card member communication at Business level to ensure it meets compliance & regulatory requirement
Managing various Audits led by IAG & regulators
Implementation of GDM tool in UK market to automate the fraud cycle
Complaints reduction Project
Training
- Situational Leadership
- Meaningful Conversation
- Coach the Coach
- Time Management
- Presentation Skills
- Feedback Skills
- Writing Effective E-mails
Timeline
Senior Manager- Fraud Protection Services UK & IND
American Express
03.2023 - Current
MBA Executive (Operations) -
Institute of Management Technology
01.2017 - 04.2018
Manager - Fraud Protection Services
American Express
07.2015 - 02.2023
Assistant Manager Operations - Barclaycard Disputes
Barclays
01.2014 - 06.2015
Team Support Specialist (TSS) - Barclaycard Disputes
Barclays
05.2012 - 12.2013
Customer Care Executive (CCE) - Barclaycard Customer Services
Barclays
01.2010 - 04.2012
Customer Service Executive - British Telecom
HCL
05.2008 - 12.2009
Bachelor of Science Honours - undefined
Dyal Singh College - University of Delhi
01.2005 - 04.2008
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