Utkarsh Singh Bais

• Develop and drive product roadmap, ensuring it aligns with company goals and is always relevant and up-to-date with trends and best practices.
• Prioritize and sequence feature backlog based on business value, ROI, and job size while collaborating with cross-functional teams for successful delivery.
• Identify use cases, define business processes, and break down complex requirements into actionable product features and user stories, aligning each development effort with business strategy.

• Led a team of 35 members to ensure seamless Global Fraud Protection Services, implementing effective measures to reduce TAT and enhancing service efficiency. I set up targets, SOP & SLA, established Quality & Productivity goals, and planned for process OKRs. I collaborated with process experts to identify opportunities for process improvisation, reducing attrition rates and driving continuous improvement.

• As a Learning Coach, I worked with the Training Manager to identify training needs for team members, fix training modules for better performance, and develop performance improvement plans to drive employee retention. I ensured 100% compliance for internal & external audits, maintaining strict governance around key metrics impacting business performance through information databases.

• To maintain process excellence, I organized weekly/monthly MIS reports and participated in recruiting efforts, attending calibration sessions, business reviews, and project calls. I also planned and executed employee engagement activities like R&Rs, team hurdles, and team parties to drive team motivation and productivity. By analyzing historical data and forecasting volumes, I ensured smooth operations, controlled KPIs, SLA Management, volumes management, team utilization, C-SAT, AHT, capacity planning, and RCAs.

• Set schedules and oversaw daily workflow

• Successfully introduced new contests like Champion Challenger for five sites based on ranked weightage, created a scorecard, and drove the challenge month-on-month.

• Formulated insightful reports that helped partner sites win Champion Challenger, earning recognition and appreciation.

• Set up insightful reporting for US Fraud Operations VP/Director and automated reporting for US and Canada Fraud teams.

• Developed a readily available Excel-based reporting tool (VoCM Tracker) due to lag in regular reporting tools.

• Led the Win 7 Migration project to success by managing to test, identify enhancements, and execute end-to-end.

• Gained insightful knowledge and exposure to tools such as MicroStrategy, Qualtrics, Aspect, CMS, and Teradata.

• Successfully balanced customer care and shareholder goals through effective handling of inbound and outbound call volume, resolving card member situations and enabling card spending while maintaining monthly targets for risk assessment of accounts.

• Mentored new team members to drive team performance and proactively identify potential fraud trends and patterns, minimizing credit and fraud risk while enabling card member spending.

• Consistently met and exceeded metrics on VoCM, transactional quality, compliance regulations, and productivity as per goals.

• Proficient in providing top-notch customer experience, troubleshooting issues on customers' computers, and up-selling products.

• Recognized for achieving the highest quality score for the quarter, preparing reports and maintaining data, and keeping the team updated with new updates via emails, briefings, and debriefings.

• Skilled in maintaining productivity, AHT, daily volume, and other reports for the team, with excellent communication skills to maintain a positive customer experience.