* Operations Management: Managing daily functioning of mid-size to large teams, SLA management, Capacity planning, and Hiring need identification, monitoring and improving Productivity, consistent monitoring of Quality, Root cause analysis of defects and building judicious and decisive mechanisms to control defects, Metric creation, Stakeholders/ Clients' connects, building and publishing periodic reports to senior leadership* People and Performance Management: Conducting regular 1o1s to identify opportunities for resource development, sharing mutual feedback, identifying training needs, creating Individual Development Plans for skill development, managing career aspirations. Creating Performance Development Plans and providing the required support to improve Performance* Process Improvements: Initiating Gemba, Kaizen, and Six Sigma Projects to improve productivity and reduce defects. Using design thinking methodologies to improve process design and communication framework for the investigators. Overseeing seller/customer escalations and devising mechanisms for reduction and creating long-term sustainable solutions, managing transition, tool migration, and machine learning implementation.* Risk and Compliance: Ensuring complete compliance to Data and Info Security guidelines. Planning and completion of mandatory periodic AML/CDD training, being abreast with OFAC/FINCEN/BSA/ guidelines, preventing emerging digital/payment fraud trends, and being abrest with industry updates.

* Operations Management: Managing daily functioning of small to mid-size teams, Transition/Change management, SLA management, capacity planning, consistent quality monitoring, creating Training modules, SOPs and Fraud & Data Security Policy, Escalation Management, Metric Creation, Chargeback analysis, Root cause analysis of defects, Audits, Metric creation, Stakeholder/Clients' connect, periodic reporting to senior leadership* People and Performance Management: Conducting regular 1o1s, sharing mutual feedback, identifying performance gaps, mentoring and coaching to improve performance, knowledge transfer, Periodic Performance Reviews, and Developing plans of constant engagement* Process Improvements:Fostering Creativity and driving Innovation, Initiating Quality Kaizen to reduce defects, and Six Sigma Projects to improve productivity.* Risk and Compliance:Oversaw implementation of PCI DSS Compliance, online fraud prevention for high profile clients, preventing abuse, maintaining depository of MOs, emerging fraud trends, and industry updates, Risk mitigation strategies

*Identifying Fraud using the data from different fraud prevention platforms like Accertify, Gatekeeper, and Tesco.com.*Ensure compliance to Privacy Policy, Data Security Policy, Tesco’s Marketplace Seller Policies, and Distance Selling Regulations oriented towards high integrity and living Tesco Values*Managed the performance of 45 sellers based on returns and cancellations rate, customer complaints & arbitrations.*Developing reports that could help in the reduction of cancellations and returns for sellers.*Sending various reports to the stakeholders and managers concerned using tools Microstrategy/Teradata.*Managed chargebacks, processed Customer claims, arbitrations, investigated pricing and product description errors on Tesco Marketplace.*Training new joiners on process and elements of regulatory and compliance.