VINEET BHATIA
Senior Manager / AVP - Operations I Customer Operations, Fraud & Risk
Delhi
Work Preference
Summary
Results-driven Operations and Fraud Risk Leader with over 15 years of expertise in banking operations, dispute management, and large-scale transformation at Bank of America. Proven track record in leading sizable teams to achieve significant cost efficiencies while developing scalable, risk-controlled operating models. Proficient in fraud lifecycle management, governance frameworks, and automation-led transformation, with strong stakeholder management skills. Extensive experience in Voice and Chat process management, consistently delivering customer-centric outcomes in high-pressure environments.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Assistant Vice President – Manager Operations
Bank of America
08.2023 - 03.2026
- Lead a 90+ FTE organization across 6 managers, driving end-to-end Fraud Claims operations with full accountability for delivery, governance, and risk outcomes
- Built automated fraud claim resolution processes with global teams, improving turnaround time and reducing manual effort
- Delivered consistent business value through efficiency improvements, loss optimization, and proactive risk remediation
- Strengthened governance and compliance frameworks by identifying systemic gaps and implementing corrective actions
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions
- Optimized resource allocation by analyzing operational needs, reallocating resources as needed to maximize efficiency across all functions
Manager – Operations
Bank of America
08.2020 - 08.2023
- Played a key role in reducing arbitration cases by 73%, then 91%, and eventually to ZERO by improving processes and strengthening controls
- Reviewed workflows to remove inefficiencies, leading to a 40–50% reduction in duplicate cases through automation
- Delivered efficiency improvements and led Project Falcon (750+ ramp across 4 sites), ensuring business continuity
- Enhanced productivity through structured performance management and coaching
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
Assistant Manager – Operations
Bank of America
02.2014 - 08.2020
- Managed fraud operations with strong focus on stakeholder engagement, SLA adherence, and governance
- Built leadership pipeline through coaching, performance management, and career development initiatives
- Built a Delegation of Authority framework to bring better control and clarity to high-value transaction approvals
- Supported team development by sharing insights, trends, and best practices in fraud detection
Team Leader – Operations
Bank of America
05.2009 - 02.2014
- Led high-performing teams (19–22 FTE) delivering revenue growth and operational excellence
- Spearheaded QA frameworks, dialer strategy optimization, and stakeholder reviews
- Delivered Project Purple (180+ FTE international setup) with strong retention outcomes
- Designed automation solutions improving operational efficiency
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
Sr. Executive
American Express Services India Centre
12.2007 - 04.2009
- Handled end-to-end customer queries and product support across voice channels
- Delivered effective customer resolutions ensuring high satisfaction levels
- Provided RED HAT support to agents handling escalations and real-time issue resolution
- Member of C-SAT team, monitoring call quality and improving service delivery
- Trained in Customer Service, Web Processing, Voice & Accent, and call management techniques
- Awarded Star Performer, Best Productivity, and multiple Call Quality awards
- Self-motivated, with a strong sense of personal responsibility
- Excellent communication skills, both verbal and written
Education
Bachelor of Arts - Economics
Punjab University
ChandigarhSkills
Team Building & Training
Strategic Planning
Research & Development
Performance Driving
Operations Management
Decision-Making Authority
Process Improvement Methodologies
Talent Acquisition
Integrity & Ethics
Innovative Thinking
Talent Development & Retention
Data-Driven Decision Making
Strategic Visioning
Accomplishments
- Successfully delivered multiple large-scale transformation projects (Falcon, Purple)
- Implemented automation strategies, reducing manual effort and improving turnaround time
- Consistently achieved high performance metrics in fraud risk and customer operations
- Recognized for leadership excellence and operational efficiency improvements
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Interests
Leadership Development & Team Coaching
Business Process Optimization & Continuous Improvement
Fitness & Discipline
Timeline
Assistant Vice President – Manager Operations
Bank of America
08.2023 - 03.2026
Manager – Operations
Bank of America
08.2020 - 08.2023
Assistant Manager – Operations
Bank of America
02.2014 - 08.2020
Team Leader – Operations
Bank of America
05.2009 - 02.2014
Sr. Executive
American Express Services India Centre
12.2007 - 04.2009
Bachelor of Arts - Economics
Punjab University