Service Support Manager (Change Triage & Governance) at Gallagher (2025-05 – Present)
- Built and operationalized a mandatory Change Triage process from the ground up, designing the intake, tracking, and assessment workflow to improve visibility of change requests, risks, dependencies, and resource requirements.
- Led enterprise change governance for ~150 change requests/quarter across 54 cross-functional teams, conducting business-impact, risk, dependency and resource assessments.
- Conduct business impact, risk, and dependency assessments, identifying resource requirements and potential operational impacts to support informed change decisions and effective stakeholder management.
- Support project and operational reviews, identifying anomalies and process gaps, assessing potential risks and impacts, and coordinating findings with stakeholders to drive resolution and improve operational outcomes.
- Developed and maintained structured tracking and reporting mechanisms using Microsoft Forms, Excel, Power Automate, and SharePoint, improving process visibility, ownership, and status tracking across the change lifecycle.
- Collaborate with stakeholders across business and operational teams to manage escalations, clarify requirements, and support change delivery, governance, and continuous improvement initiatives.
AML Compliance & Fraud Prevention Officer at J.P. Morgan Chase & Co. (2022-11 – 2025-05)
- Conducted fraud and financial-crime investigations involving suspicious transactions and claims, managing an average caseload of approximately 35 cases per week while analysing transaction patterns, customer information, and risk indicators to identify potentially fraudulent activity.
- Assessed complex cases and applied risk-based decision-making, AML controls, and compliance procedures to determine appropriate investigative and preventive actions.
- Served on the Fraud Prevention & Emerging Risk Panel, identifying and presenting emerging fraud risks, including evolving country risks, Zelle scam trends, and deceased-account activity, supporting fraud-prevention teams in developing enhanced controls and intervention strategies.
- Analysed emerging fraud indicators and collaborated with cross-functional teams to support development and strengthening of preventive controls and risk-mitigation measures.
- Managed high-volume investigations while maintaining accuracy, regulatory compliance, documentation quality, and timely case resolution.
Customer Success, Private Client Services (J.P. Morgan Chase & Co.) at Concentrix (2021-05 – 2022-04)
- Managed client and customer interactions within a private-client service environment, resolving complex requests while maintaining service quality, accuracy, and compliance with established procedures.
- Coordinated with internal teams to resolve escalations, investigate service issues, and ensure timely completion of customer requirements.
- Analysed recurring service issues and operational gaps, contributing to process improvements and improved customer experience.
- Maintained accurate documentation and case records while managing multiple priorities within a high-volume operational environment.
Senior Analyst — Operational Transformation & Business Continuity at Eclerx (2018-09 – 2021-05)
- Supported operational transformation and business continuity initiatives, helping implement technology-enabled processes during the COVID-19 transition to remote operations.
- Piloted a VoIP-enabled operating model with an initial batch of 40 employees, then established a standardized process and SOP to scale the model across voice and chat operations.
- Cross-trained employees across voice and chat operations, supporting workforce flexibility and continuity during a major operational transition.
- Analysed operational workflows, identified process gaps, and supported implementation of improvements to enhance efficiency, service delivery, and process consistency.
- Collaborated with cross-functional stakeholders on operational issues, process changes, and technology-enabled improvements in a high-volume environment.
Assistant Manager, Sales & Marketing at Homerun Sports / Sportx (2014-06 – 2018-07)
- Managed sales and marketing operations, supporting business development, customer relationships, and day-to-day commercial activities.
- Developed and maintained relationships with customers and business stakeholders to support sales growth and client retention.
- Coordinated sales activities, promotional initiatives, and operational requirements across multiple stakeholders.
- Analysed sales activity and customer requirements to identify opportunities for improving business performance and customer engagement.
