Associate Manager - JPMorgan Chase - Bangalore, India
(2023-05 - 2025-07)
- Oversaw a team of 14 processors, delivering coaching that improved morale, performance, and retention while achieving 95% SLA compliance (exceeding the 75% target).
- Reduced Average Handle Time (AHT) by 10% and quality errors by 20% through efficiency initiatives and targeted training.
- Monitored dashboards, prioritized urgent requests, and collaborated cross-functionally to streamline processes and present performance reports to senior management.
- Provided consistent and engaging coaching and feedback focused on improving morale, performance, and employee retention.
- Developed a positive team relationship by being supportive, visible, and easily accessible, and ensured teams were briefed on updates and tasks on a daily basis.
Subject Matter Expert - JPMorgan Chase - Bangalore, India
(2019-11 - 2023-05)
- Tracked daily team production, trained new hires, and managed escalations in the supervisor's absence, maintaining productivity and resolving complex issues within SLAs.
- Handled aged requests and government-related accounts, expediting processes with external banks and the Fed to prevent losses; compiled error reports for team training.
- Resolved complex inquiries on deposits, cheques, and errors (e.g., multi-posts, missing items), managing net operating losses and ensuring federal compliance.
- Repaired debit card issues, addressed aged requests via banker outreach, and drove QA satisfaction by directly handling customer escalations in high-volume settings.
Senior Fraud Analyst - JPMorgan Chase - Bangalore, India
(2018-02 - 2019-11)
- Detected and resolved 100+ fraud cases through account profiling, due diligence, and investigation, educating clients on prevention while maintaining confidentiality.
- Analyzed suspicious activities, documented incidents per policy, and defused volatile situations to ensure timely resolutions and compliance.
- Conducted due diligence on diverse customer accounts (personal, business, trust, estate) to detect fraudulent charges, reviewing activity for red/green flags and deciding on relationship continuation or termination.
- Analyzed new accounts opened by JPMorgan Chase customers, validating provided details against third-party resources to identify discrepancies, falsified information, or suspicious patterns.
- Defused volatile situations calmly using strong interpersonal skills, applying logical judgment to achieve optimal customer outcomes while prioritizing courtesy and accuracy in documentation.
Senior Executive - Aegis Ltd (Expedia Partner) - Bangalore, India
(2016-07 - 2017-11)
- Managed end-to-end flight, hotel, and car rental bookings for high-volume customers, ensuring seamless transactions across global platforms.
- Processed cancellations, amendments, and refunds with 98% accuracy, minimizing revenue loss and maintaining customer satisfaction scores above 90%.
- Handled complex escalations and complaints by conducting in-depth root cause analysis, collaborating with airlines, hotels, Expedia partners, and internal teams to resolve issues within strict TAT (e.g., 30–60 minutes for priority cases).
- Served as an SME, training junior executives on travel policies, GDS systems (e.g., Amadeus/Sabre), and compliance standards, contributing to a 20% improvement in team resolution efficiency.
