Program Management Analyst - J.P. Morgan Chase & Co.
(2024-05 - 2026-06)
Supported the planning, execution, and governance of strategic programs and business initiatives, ensuring alignment with organizational goals, timelines, and regulatory requirements.
- Coordinated cross-functional teams and stakeholders to track program deliverables, manage dependencies, and facilitate effective decision-making.
- Developed and maintained program dashboards, reports, and executive-level presentations to provide visibility into project status, risks, issues, and key performance metrics.
- Conducted data analysis and performance tracking to identify trends, optimize processes, and support continuous improvement initiatives.
- Managed program documentation, governance artifacts, meeting cadences, and action-item tracking to ensure compliance with internal standards and controls.
- Collaborated with business, technology, operations, and risk management teams to drive successful implementation of program objectives.
- Assisted in risk identification, issue resolution, and change management activities to minimize project disruptions and improve delivery outcomes.
- Supported budget tracking, resource planning, and program financial reporting to ensure effective utilization of resources and adherence to project plans.
- Streamlined reporting and operational processes through automation and process enhancement initiatives, improving efficiency and stakeholder experience.
- Facilitated stakeholder communications, status reviews, and governance meetings, ensuring transparency and alignment across all program participants.
KYC, AML, Compliance & Fraud Specialist - J.P. Morgan Chase & Co.
(2021-04 - 2024-05)
Conducted comprehensive Know Your Customer (KYC) and Customer Due Diligence (CDD) reviews to ensure compliance with regulatory requirements, internal policies, and global banking standards.
- Performed Enhanced Due Diligence (EDD) investigations for high-risk customers, analyzing customer profiles, transaction patterns, source of funds, and beneficial ownership structures.
- Monitored and reviewed suspicious transactions, identifying potential money laundering, fraud, sanctions, and financial crime risks for escalation and further investigation.
- Investigated fraud alerts, account activities, and customer disputes, leveraging data analysis and risk assessment techniques to mitigate financial and operational risks.
- Collaborated with Compliance, Risk, Legal, Operations, and Business teams to ensure timely resolution of compliance issues and adherence to regulatory obligations.
- Conducted periodic customer reviews, remediation activities, and documentation validation to maintain accurate and up-to-date customer records.
- Evaluated sanctions screening, adverse media findings, politically exposed person (PEP) relationships, and regulatory watchlist matches to support risk-based decision-making.
- Prepared detailed case narratives, investigation reports, and audit-ready documentation to support regulatory examinations and internal compliance reviews.
- Supported AML monitoring and transaction surveillance programs by identifying unusual activities and escalating potential suspicious cases in accordance with established procedures.
- Contributed to process improvement initiatives, enhancing operational efficiency, control effectiveness, and overall compliance with financial crime prevention frameworks.
Debit Card Fraud & Claims Specialist - J.P. Morgan Chase & Co.
(2016-01 - 2021-04)
Investigated debit card fraud cases, unauthorized transactions, and customer disputes in accordance with banking regulations, internal policies, and card network guidelines.
- Reviewed fraud alerts, transaction patterns, and account activities to identify suspicious behavior and mitigate potential financial losses.
- Processed and resolved customer claims related to unauthorized transactions, merchant disputes, account takeovers, and card misuse within established service-level agreements.
- Conducted detailed analysis of customer accounts, transaction histories, and supporting documentation to determine claim validity and appropriate resolution outcomes.
- Collaborated with Fraud Operations, Risk Management, Compliance, Card Services, and Customer Support teams to ensure accurate and timely case resolution.
- Applied regulatory requirements, including consumer protection and dispute resolution guidelines, to maintain compliance and deliver fair customer outcomes.
- Escalated high-risk fraud incidents and emerging fraud trends to relevant stakeholders, contributing to proactive fraud prevention efforts.
- Maintained comprehensive case documentation, investigation records, and audit-ready reports to support internal reviews and regulatory examinations.
- Assisted in identifying process gaps and implementing operational improvements that enhanced fraud detection, claim handling efficiency, and customer experience.
- Delivered high-quality customer support by addressing complex fraud-related inquiries, providing claim status updates, and ensuring effective issue resolution.
Process Developer - Genpact Pvt. Ltd.
(2012-09 - 2015-09)
- Managed IT service incident management processes as a Process Coach, mentoring team members, monitoring service quality, and facilitating timely resolution of customer and operational issues.
- Functioned as a Fraud Operations SME, overseeing a team of 11 professionals, providing expert guidance on fraud investigations, escalations, compliance requirements, and process optimization.
Customer Support Specialist - 24/7 Customer Pvt. Ltd.
(2010-10 - 2011-11)
Ground Staff - Kingfisher Airlines - Bengaluru International Airport
(2008-04 - 2010-06)
