Experience

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  Capgemini

  Sept 2013 - Jun 2016

  Senior portfolio analyst

  Led a team of five collection agents in conducting B2B follow-ups to recover outstanding debts and consolidate delinquent accounts for Coca-Cola, achieving significant recovery milestones. Collaborated closely with team lead to identify process inefficiencies, propose solutions, and implement improvements to optimize the collections workflow. Processed journal entries and journal vouchers and coordinated with collection specialists on managing bankruptcy accounts to ensure compliance and recovery. Provided coaching and training to the team on the effective use of collections management software, SAP systems, and data analysis tools, ensuring high performance and efficiency. Expertly assessed and identified high-risk accounts, prioritizing collection efforts to maximize recovery while minimizing financial risk. Developed and implemented forecasting models for recovery of +180-day debts and collaborated with collection specialists to create targeted strategies for optimizing collections performance. Show less

• 

  Genpact

  Jun 2016 - Nov 2024

  As a Service Delivery Leader/Transaction Monitoring Operations Manager (Level 2), I led a team in analyzing complex financial transactions and system-generated alerts to identify suspicious activities and potential risks. I ensured the timely and accurate filing of Suspicious Activity Reports (SARs) in compliance with AML, CTF, and regulatory guidelines. I oversaw the preparation of investigation reports and SAR narratives, providing actionable recommendations for regulatory action. Additionally, I drove quality assurance by reviewing team deliverables, offering feedback, and fostering continuous improvement.I collaborated closely with legal, compliance, risk management, and law enforcement teams to ensure effective communication, coordinate efforts, and address compliance issues. I served as the point of contact in working with key business units to implement process improvements and led the team in delivering all client-specific SLAs. I maintained open communication with clients to provide case updates, manage resource allocation, oversee P&L, and review all department KPIs. I mentored and trained the team to achieve defined performance goals and tracked/reported all metrics to the Global Delivery Leader. • Worked directly with the Workforce Management team to devise and implement new staffing and capacity planning strategies. • Developed a consequence management document and created a task completion and distribution optimization strategy. • Led training initiatives for the management team on the proper use of performance management tools and resources. • Served as a resource for coaching and training new managers on team management, time management, strategic planning, process improvement, Lean methodologies, and mentored managers to earn Lean certification. • Played a key role in identifying and training staff for new responsibilities, promoting two trainers and two quality check coordinators. Show less Led a team of 250+ Fraud Analysts at a major U.S. bank, providing hands-on guidance in fraud investigations, transaction monitoring, dispute resolution, chargebacks, and resolving client escalated issues. Collaborated with business partners to implement fraud prevention strategies, mitigating risks. Managed team training operations, mentored staff, and oversaw external vendor relationships, ensuring compliance with banking regulations and internal policies. Developed and presented a client-specific strategy to support staff growth from 80 to 250+ FTEs. Played a key role in upskilling fraud and dispute/claim processing teams on banking procedures and regulations. Credited with reducing claim processing time by implementing AI coaching tools and optimizing case notes. Analyzed and streamlined banking processes to reduce costs and improve operational efficiency. Coordinated the execution of Lean Six Sigma strategies and best practices to enhance service delivery. Managed relationships with third-party vendors in the compliance domain, serving as the primary point of contact for communications, escalations, and issue resolution. Conducted performance reviews, ensuring compliance with SLAs and contractual agreements. Developed KPIs and metrics, reporting insights to senior management. Collaborated with internal teams (Legal, Compliance, Operations, IT) to align operations management processes and objectives. Participated in internal audits and reviews to ensure adherence to compliance procedures. Applied Lean Six Sigma principles to improve processes, establish governance mechanisms, and drive performance against KPIs. Show less Directed a team of fraud analysts, investigators, and customer service agents, overseeing the end-to-end creation and implementation of credit card programs. Led recruitment, training, and development efforts, creating team training modules and incentive plans to drive performance. Conducted one-on-one coaching sessions with agents and Front-Line Managers (FLMs) to improve Customer Satisfaction (CSAT) and quality scores. Reported daily performance metrics to clients and senior leadership, offering actionable insights for continuous improvement. Analyzed suspicious transactions, managed agent tasks, and ensured adherence to fraud prevention standards. Planned, coordinated, and managed card fraud operations to meet service standards, including scheduling, performance metrics monitoring, reporting, and setting operational guidelines. Collaborated with development and product teams to shape policies, strategic plans, and long-term objectives. Spearheaded improvements in fraud prevention, customer satisfaction, automation, efficiency, and accuracy. Ensured compliance with regulatory requirements, adopted a risk-based approach, and implemented relevant internal changes. Supported team development by conducting performance reviews, assigning projects, and monitoring progress. Show less Oversaw the customer service, fraud, and disputes operations from inception, ensuring seamless integration and alignment with business objectives. Developed and implemented training modules, Standard Operating Procedures (SOPs), and manuals to establish efficient and effective workflows. Led the training, development, and performance management of +25 analysts, fostering a high-performing team. Collaborated with Subject Matter Experts (SMEs) to investigate and resolve escalated client account issues, ensuring timely and accurate solutions. Worked closely with peer Front-Line Managers (FLMs) to identify opportunities for process improvements, streamlining daily tasks and enhancing employee engagement. Planned, audited, and monitored workflows, realigning tasks to maintain the highest levels of service quality and customer satisfaction. Tracked team KPIs, recommending performance improvements to senior leadership, driving continuous operational enhancements. Show less

  • Service Delivery Leader, Transaction Monitoring and SAR - AML

    Jun 2024 - Nov 2024

  • Senior Manager – Fraud and Disputes Operations

    Apr 2023 - Jun 2024

  • Operations Manager

    Dec 2018 - Apr 2023

  • Assistant Operations Manager

    Jun 2016 - Dec 2018