Vikas Ahuja

• Managed a team of 20 professionals in the Risk Fraud Management department, ensuring high-quality fraud prevention and client service.
• Spearheaded the identification and prevention of fraudulent transactions, enhancing client trust and security.
• Independently tackled complex problems through in-depth investigation and research, contributing to a robust risk management strategy.
• Fostered a collaborative environment to share fraud trends, best practices, and insights with peers and management, promoting a culture of continuous improvement.
• Conducted detailed analyses of transaction queues to assess fraud risk, making informed decisions to approve or reject transactions effectively.
• Prioritized tasks efficiently to surpass deadlines and achieve performance targets, demonstrating strong time management skills.
• Diligently reported platform issues and anticipated potential client impacts, showcasing proactive problem-solving abilities.
• Committed to the success of Accertify's customers by consistently delivering daily results and maintaining high service standards.

• Worked as Aspiring Assistant Manager Operation and taking care of Span of 4 TL and 4 SME as a backup.
• Worked as a BE focal point and updating the business dashboard for weekly and monthly reviews.
• Driver Overtime across the floor to attain expected billable hours and raising overtime on tool every day.
• Also worked as transport POC and helping project in minimizing cancellation and no-shows to minimize additional cost to deal.

Role as a Team Leader

• Provide clear direction and leadership to a team of 25 FTE’s in daily operations.

• Collaborate with cross-functional departments to streamline processes and enhance overall efficiency.

• Conduct regular performance evaluations and provide constructive feedback to team members.

• Foster a positive team culture by promoting open communication and recognizing achievements.

• Develop and implement strategies to meet and exceed team goals and objectives.

• Serve as a point of contact between team members and upper management, ensuring effective communication.

• Monthly reviews to the management on key deliverables, performance appraisals, root cause analysis, taking care of attrition and absenteeism, and employee retention.

• Determining training needs of employees to enhance their operational efficiency leading to increased productivity Planning and working flexibly to a deadline Manpower planning and forecast planning.

• Discussing production numbers, strategies and customer issues logged with the client in the weekly conference call and issue action items around them.

• Drive Continuous Improvement in the team along with metrics improvement.

• Delivered client support and managed team in manager’s absence.
• Handled escalations, value-added services, and tracked customer issues.