Experience

Koin Payments

• United States
• Financial Services
• 1 - 100 Employee

• Snr Fraud / Risk Operations Manager

  • Jul 2023 - Present

  Working with a creative team to deliver a best in class Fraud Detection and Risk Mitigation Service on a fin-tech platform. Working with a creative team to deliver a best in class Fraud Detection and Risk Mitigation Service on a fin-tech platform.



DraftKings Inc.

• United States
• Mobile Gaming Apps
• 700 & Above Employee

• Snr Fraud / Risk Operations Manager

  • May 2022 - Mar 2023

  As the Manager for the Fraud Support Operations, I am responsible for delivering an efficient Fraud Support function delivered by teams based across the US and Europe, delivering a best-in-class service while adhering to strict Op Ex and compliance framework. o Delivered a 24/7 staffing model. o Reduced friction through multi-skilling, ringfenced support based on demand (NJ and Bulgaria) o Improve Customer Experience with significant reduction in friction with the DLI process. o Step change in the use of data to differentiate performance. Show less



Barclays

• India
• Outsourcing/Offshoring
• 1 - 100 Employee

• Assistant to Vice President Operations

  • Sep 2015 - Apr 2022

  Fraud Detection Mgr. with direct reports supporting all partners spanning applications, transaction and account takeover fraud. o Delivering the end-to-end fraud operation execution, understanding the business problem statements, providing the right operations solutions. o Primary point of contact for Account Takeover Fraud with Fraud Strategy and Analytics, promoting bi-directional feedback to limit negative customer experience and improve strategic rule performance. o Own and optimize existing governing policies and procedure. Create and delivery new policy and procedure through to compliance and change board submission. o Collaborate with internal partners to ensure onboarding, training and continuous development for both agents and Team Managers fits an evolving operating model. Show less



Barclays UK

• United Kingdom
• Banking
• 700 & Above Employee

• Fraud Operations Manager

  • Apr 2012 - Aug 2015

  Barclaycard Fraud Operations Manager- Euro Operations. AVP for Fraud Applications Team, First Party Fraud Teams, Business Support (LBC) and Care & Complaints (L. 1.5)o Delivering a fraud screening outcome for Personal and Commercial applications in line with Strategy supporting a first-class customer experience throughout. o Responsible for the end to end customer journey for First Party Fraud, balancing the risk to the business against the dynamic fraud landscape.o Responsible for supplier and service management performance relationship for platforms utilised for Applications screening. o Relationship Manager for Experian and Cifas for Barclaycard’s consortium membership with both suppliers. o Responsibility for the Control and Governance compliance for Euro Opso Working with Fraud Strategy, 3rd Party Suppliers and Change Delivery to identify new and innovative technologies capable of improving business services. Key Achievements:o Delivering a shared platform for First Party Fraud across Barclaycard and Retail Banking ensuring a consistent customer experience across both businesses. Reducing duplication, wasted time and reduction in case referrals to the Financial Ombudsmano Remediation of a legacy audit action with the Retail Bank Manual Investigations Team by completing c 13k cases using a mix of on and offshore resources ahead of project deadline. o 100% external audit pass rate as AVP. Show less

• Assistant Manager

  • Sep 2009 - Apr 2012

  Assigned to Retail Bank Fraud Operations with primary responsibility to assist with the creation of a bespoke Retail Banking Fraud Operations. Main objectives included the creation of Fraud teams, with Performance Scorecards and Quality Analysis outcomes to measure performance in collaboration with the Credit Risk team. Track and minimise operational costs while improving the customer experience through effective process management.Specialist fraud areas include: o Relationship Management- between Credit Risk and Operational functions o Complaints Management- root cause assessments through to ensuring complaints to the area were managed in line with and or exceeding the recommended guidelines of the FCA (Financial Conduct Authority)o Quality Control- working with the Quality Assessment team to ensure that a credible operational and risk framework.Key Achievements:o 100% internal and external Audit Compliance- (CIFAS & National Hunter)o Introduction of a document library for process and procedure to with quarterly attestation intervals Show less



Barclaycard

• United Kingdom
• Financial Services
• 700 & Above Employee

• Team Manager

  • Jan 2005 - Sep 2009

  I transferred to Barclaycard from Barclays Bank in January 2005, I quickly established myself as a Team Leader, successfully leading my team to being amongst the front runners both against the performance metrics and core behaviors. I’ve lead the various team I’ve managed from the front and by example using the acquired management skills from Retail Network, I actively got involved in all aspect of the role and encouraged an atmosphere where we knew and understood how our task contributed to the success of the business and the overall customer experience using a combination of Team Buzz Sessions, Huddles, Team Meeting and e-mails and using data effectively to identify areas requiring attention or opportunity. Show less