Vinoth Govind

Strategic Insights, Business Analytics, Revenue Optimization & Risk Management – Customer Contact Channels in e-Commerce

• Thought leadership to client focused on website containment, improving online sales conversion, contact deflection to digital channels, optimizing customer service costs across channels & Initiating Omni channel customer experience
• Led $75M business portfolios of the largest Banking, Retail, Telco, and Hospitality across APAC, EMEA & US delivering integrated offerings of Software products, predictive analytics & customer care operations for Live Chat, Chabot, IVR & Self-service solutions
• Practice Lead in end-to-end solutions & Optimizing the Messaging deployment from (ABC) Apple Business Chat & (GBM) Google Business Messaging and improving the bot containment rate through continuous data analysis & optimization initiatives
• Revenue Risk Management for Clients & [24]7.ai - Ensuring the committed Revenue or Cost Saves numbers are delivered for all clients & achieving the forecasted revenue numbers for [24]7.ai ( $18M Incremental revenue delivered)
• Ensuring Revenue Assurance with various Optimization initiatives, due to high volatility in digital channels the forecasted revenue numbers might change month over month and might end up in revenue losses
• Optimizing the process of Online Payments in digital channels for Reservations, Order booking, and Customer service experience by new technologies, features & process driven initiatives for both automated and manual transactions
• Leverage predictive models that anticipate the customer's true intent and determine in real-time whom to engage, when to engage, and what to recommend while they are on digital channels
• Data-driven Business Intelligence and actionable insights & recommendations to the customers and to the internal leadership teams to make key business decisions

Commercial, Prepaid & Debit Cards Issuing Business – Citibank CoE Fraud Risk Management Unit

• Head of 45 members Fraud Control & Risk Management Business covering 3 regions ASPAC, EMEA & LATAM for Citibank Commercial, Prepaid & Debit Cards Issuing Business
• Successfully migrated 4 processes to TCS Chennai from the respective regions with a defined transition methodology & improvement in the processes. Managed the P&L for the business and maintained 58% gross margins .
• Ensure and sustain healthy Fraud Basis Points (BPS) across businesses through efficient Fraud parameter maintenance and swift identification of suspicious fraud trends, AML review for payment credits on Card accounts
• Implementing a strong control-based process environment, adhering to internal compliance and information security standards to meet stringent internal & external audit perspectives
• Developing SMEs across functions Fraud, Risk & Cards domain through team building measures to share experience & expertise

CRO - Merchant Acquiring Business GPA - Barclaycard Fraud Control, Risk Management, Collection & Underwriting businesses

• Head of 48 members Merchant Acquiring Business Unit which caters to Barclaycard UK business and covers areas including Fraud Analysis, Risk Management, Merchant Collection, Commercial & Consumer Underwriting, KYC Processes
• Successfully migrated all 6 businesses from Barclaycard UK with a defined methodology & improvement in the processes
• Defined the POA / POD process maps, Control Measures, Process Documentation, and Process Metrics: Timeliness, Accuracy, Productivity, Governance & Communication plan
• AML review on high profile cases, screening clients from Equifax, World Check, and Experian to perform CDD & KYC
• Implementing new Fraud prevention processes that address Fraud trends that are not handled by other Decision Support System modules such as Falcon etc.
• Exploring new process enhancement initiatives to improve efficiency and cost-effectiveness for the clients & organization. Total impact for 2012 covered more than ₤300 million exposure to mitigate future losses for Barclaycard GPA business
• Deft in People management with less than 3% attrition in 32 months for Barclaycard business. Thus, the challenges lie in building a strong people-oriented team and developing a combined card experience to leverage its intrinsic capabilities

Fraud Control & Revenue Assurance – Fraud mitigation & Data analysis for Reliance products & services

• Leading the 24 x 7 Telecom Fraud Control, Risk Management & Revenue Assurance for Reliance products and services PAN India
• Investigating and coordinating with 22 circles PAN India to identify the Revenue leakages by different fraudulent activities

Fraud Control & Risk Management - Citibank Western Europe Commercial & Consumer Cards

• Led 24x7 Fraud Control & Risk Management process for Citibank Western Europe Commercial, UK CITI & Prepaid Cards Fraud monitoring teams, and Fraud Control Analysis to run the business
• Tweaking Rules in the system & identifying CPP, Test points based on current Fraud trends received from the global team