Devarshi Rastogi
Toronto,Canada
Summary
Results-driven management professional with a proven track record of leading teams to achieve exceptional outcomes. Expertise in fostering collaboration, enhancing operational efficiency, and delivering measurable results that align with organizational goals. Skilled in strategic planning and process improvement while cultivating a culture of accountability and excellence. Recognized for adaptability and a commitment to meeting evolving business needs.
Overview
19
19
years of professional experience
Work History
Manager Operations – Enterprise Fraud Management (FCU)
Bank of Montreal
Toronto, ON
03.2021 - Current
- Managing a team of 26 fraud detection analysts in support of day-to-day investigations for different banking products and ensuring delivery on all key initiatives aimed at optimizing performance, reducing costs & risks within EFM.
- Provide regular coaching and feedback to each team member about their performance and accordingly prepare an effective and SMART development plan to enable them to be successful in their role.
- Proactively identifying operational risks and assessing adequacy of controls to manage risks, including recommending enhanced governance.
- Work in tandem with various stake holders including EFM partners from strategy, analytics, and change management to identify emerging trends, implement agile/tactical controls and participate in long term strategy sessions to develop robust controls.
- Timely review of our P&P with strategy & Consulting teams to ensure compliance and improved efficiency.
- Created a cross trained pool of staff to maximize productivity while keeping cost flat. This also improved our capability by reducing multiple handovers among various EFM team.
- Managing customer experience for fraud cases pertaining to high profile clients and complex fraud cases like Deposit fraud, Account take Over, Identity theft, Mass compromise/Skimming etc. and assessing types of risk presented to bank.
- Helped with the setup of Halifax Fraud team by assisting with leadership upskilling and logistics during Day 1 onboarding.
- Built from ground up a brand-new Banking Fraud Inbound team in 2021 encompassing all aspects, right from recruitment to go live & beyond.
- Won BMO Spotlight award for Q2-2019/ Q2&Q3-2020/ Q2-2022/ Q1&Q4-2023/ Q2-2024.
- Led cross-functional teams to enhance operational efficiency and improve client satisfaction.
- Developed and implemented strategic initiatives to optimize service delivery and reduce turnaround times.
- Collaborated with senior leadership to align departmental goals with organizational objectives, driving overall success.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Assistant Manager – Enterprise Fraud Management (FCU)
Bank of Montreal
09.2018 - 03.2021
- Referring retail and business clients to branch and liaison with RM for wealth customer to update their KYC documents.
- Monitoring transaction records, comparing KYC documents and analyzing accounts for fraud on Canadian & US Retail/commercial account.
- Recommending branches to de-market Potential Risk clients/defaulters based on their Credit bureau report and current wallet share with BMO.
- Investigating alerts reported on Interac to ensure minimal loss due to fraud.
- Monitoring Online Banking Password reset tool (Threat Matrix) to ensure the geo location is matching with the vicinity of the client’s address.
- Conducting risk assessment on individual payments made into credit and debit products, as well as liaising with Investigations Team, Recovery Team, Branch and Corporate Security as needed.
- Mentoring, coaching and cross training new staff on various queues and new products.
- Won BMO Spotlight award for Q2-2016 / Q2-2017.
Fraud Analyst – Enterprise Fraud Management (FCU)
Bank of Montreal
09.2016 - 09.2018
- Referring retail and business clients to branch and liaison with RM for wealth customer to update their KYC documents.
- Monitoring transaction records, comparing KYC documents and analyzing accounts for fraud on Canadian & US Retail/commercial account.
- Recommending branches to de-market Potential Risk clients/defaulters based on their Credit bureau report and current wallet share with BMO.
- Investigating alerts reported on Interac to ensure minimal loss due to fraud.
- Monitoring Online Banking Password reset tool (Threat Matrix) to ensure the geo location is matching with the vicinity of the client’s address.
- Conducting risk assessment on individual payments made into credit and debit products, as well as liaising with Investigations Team, Recovery Team, Branch and Corporate Security as needed.
- Mentoring, coaching and cross training new staff on various queues and new products.
- Won BMO Spotlight award for Q2-2016 / Q2-2017.
Customer Service Representative – NA Customer Contact Center
Bank of Montreal
10.2015 - 09.2016
- Strong knowledge and experience on BMO banking systems: Customer Connect, Optimizer and other financial applications.
- Ability to provide professional customer service by First Contact Resolutions.
- Oversee the day-to-day service activities, ensuring customer call-in traffic is assisted appropriately and transactional and operational effectiveness activities are completed as per Policies and Procedures.
- Generated lead for lending and Investment products to maintain and build long lasting customer relationship.
- Personal NPS score of 100% & 0 Detractors.
- Monitor the Service Request and Problem Resolution processes ensuring timely action to meet and exceed customer expectations.
Assistant Manager Operations - HSBC Commercial Lending Canada
HSBC
03.2013 - 04.2015
- Managed a team of 24 agents. Monitored and maintained their productivity by keeping a regular check on schedule adherence report and occupancy report as per the agreed PLA.
- Demonstrated risk-based approach to manage the operational risk and identified potential KRIs (Key Risk Indicators) and MSIIs (Management Self - Identified Issues) related to Credit Risk framework.
- Coached agents on their performance by providing them with appropriate Performance Improvement Plan and assessing if it’s a skill/will issue.
- Cascaded any process /regulatory related changes to team in daily hurdles and team meetings.
- Enhanced training program for new hires by making it more effective and efficient, transformed 8weeks classroom training to 6 weeks by implementing on job training.
- Cross trained directs in other business queues to improve productivity and employee engagement.
- Overhauled department’s procedure manual and Standard Operating Procedures in line with the updated HSBC Global Standards and Regulatory guidelines.
- Handled Input Quality Management project to reduce rework and improve work rate by providing feedback to relationship managers on accuracy of information provided.
- Implemented personal development program for directs to groom them professionally, initiated 30-60-90-day plan concept.
- Audited the credit transactions done by the team to load money in the client’s loan account.
- Generated weekly and monthly MIS in terms of TAT and volumes processed.
Customer Service/MIS Executive - HSBC Credit Card Insurance USA
HSBC
08.2007 - 03.2013
- Identified customer needs and pitching in sales to Up sell or cross sell various products related to credit card protection or identity theft protection to achieve business targets.
- Educated and retained customers who called in to cancel the credit card or related value add services like protection.
- Documented customer concerns on their account to help future references regarding their grievances and business needs to enhance customer experience and customer value index.
- Worked closely with internal departments of an organization to help resolve customer concerns and various individual customer needs.
- Performed call calibration on quality parameters and provided coaching to the agents on the errors identified during call audits.
- Conducted daily hurdles in the team to keep them informed about our cross sell and retention performance status for the month and other compliance related issues.
- Prepared site level dashboard & department’s quality report which gave in depth information about department trend on quality.
- Generated and analyzed department’s PLA’s and SLA’s related reports like ASA report, AHT report and shrinkage report, etc.
Education
Bachelor of Commerce - Business Administration
Skills
- Leadership
- Risk Management & Control
- Resource Management
- Strategy Development
- Mentoring and Coaching
- Fraud Investigation
- Performance Management
- Operations Management
- Decision-making
Languages
English
Timeline
Manager Operations – Enterprise Fraud Management (FCU)
Bank of Montreal
03.2021 - Current
Assistant Manager – Enterprise Fraud Management (FCU)
Bank of Montreal
09.2018 - 03.2021
Fraud Analyst – Enterprise Fraud Management (FCU)
Bank of Montreal
09.2016 - 09.2018
Customer Service Representative – NA Customer Contact Center
Bank of Montreal
10.2015 - 09.2016
Assistant Manager Operations - HSBC Commercial Lending Canada
HSBC
03.2013 - 04.2015
Customer Service/MIS Executive - HSBC Credit Card Insurance USA
HSBC
08.2007 - 03.2013