Bijoy Abraham Varghese

• Head the customer Delight and Operations team
• Direct reporting to the founder
• Build response strategies and processes from the ground level
• Workflow management and forecasting
• Hire, Develop, and train new employees
• Develop Chat bot process and flow
• Negotiate with third-party organizations for process development
• Implement CRM tools and focus on improving customer satisfaction percentage
• Fortnightly, monthly, and quarterly business reports to the stakeholders
• KPI and Quality metric creation for the team
• Provide strategic suggestions to the stakeholders

Handled 4 Departments (Risk, Customer Support, Social Media and Emergency Response) with a total headcount of 103 employees

• Set KPI’s and KRA’s for the team and TLs
• Man power planning and work flow management
• Forecasting of the trends of inflow
• Create multiple reports regarding shrinkage and performance analysis for the top management
• Crisis management assessment
• Keep track of automation and scope of process improvement
• Employee engagement sessions to motivate the team
• Create business reports for weekly/quarterly/semiannually review meetings
• Check Quality adherence and compliance across all processes

Built the risk investigations team from scratch by building SOP's and rules to mitigate fraud. The company later got partnered with Girnarcare, and from August had to move to their payroll

• Conduct Ongoing Due Diligence and Analyze merchant behavioral patterns.
• Work with Risk & Fraud investigation teams to mitigate credit risk &
  transaction monitoring.
• Regular monitoring of fraud and dispute/chargeback ratios and trends in order to detect anomalies.
• Work cross-functionally with the different teams to design and document processes, controls, and procedures to streamline operations and manage risk exposure
• Communicate with merchants and financial institutions if required for a given investigation

• Work to mitigate the risk that a third-party seller may possess – mostly trying to foresee a potential bad debt that may hit the organization
• Responsible for permanent removal of selling privileges of the sellers, should they fail in providing good customer service to the buyers
• Monitor and enforce merchant policy and performance violations in accordance with strict guidelines across multiple third-party marketplace platforms
• Investigate the claim, and check for abuse and instances of fraudulent claims.

• Monitoring live transactions from across the world
• Analyzing if the transactions adhere to the AML Standards
• Investigate and assess alerts for potential money laundering risks in the transaction
• Filing STRs for suspicious transactions and conducting EDD
• Enhanced surveillance to prevent goods flowing to sanctioned countries
• Evaluating if the transaction obeys the various bank laws and regulations
• Following the laws of various Regulatory bodies
• Assist with AML Compliance Training, especially on the identification and reporting of suspicious transactions