Kushal Biswas Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

• Multi-Unit Operations: o Accountable for day-to-day operations and improvements of seven diverse businesses with varied stakeholders/owners and nature of businesso Analyze and set up yearly business metrics and 3 Year Plan from end customer prospective o Manage span of 70+ people along with managers, team leads and SMEs to achieve delivery expectations and raising process baro Consistently reviewing goals alignment for bad debt reduction, improved customer experience, process improvement and meet service level agreement as per targets. o Accountable to represent the performance of Global team and sub-function at various platforms worldwide. • Process Improvement: o Delivering significant Business impacts and contributions to the organization & process through improvement in quality, productivity, re-engineering initiatives, automation & customer experience. o Ensure feature prioritization and delivery of process level improvements along with timely delivery of projects on roadmap to support the team and department vision • Stakeholder Management & Networking: o Communicate with multiple stakeholders within the organization - the peer group as well Global Business Owners to ensure smooth delivery of the processes being handled along with organized communications & coordination. o Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in identifying and preventing new abuse patterns.• People Development: o Developing the career and skills of my Managers, team leads and SMEs through continuous closure of performance feedback loops. o Set governance mechanisms on people processes. o Responsible for engaging people, identifying training needs within his teams and accordingly upskill. o Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. o Responsible for hiring, attrition & shrinkage.

Bengaluru, Karnataka, India

• Manage a team of 20+ Risk Specialists spanning two geographies across multiple processes in the domain of different payment methods • Manage individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding theirs teams accountable to meet and exceed performance targets.• Monitor key performance metrics for productivity and quality and provide guidance to constantly meet and exceed goals.• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.• Apply risk management best practices to mitigate issues, identify operational inefficiencies and improve processes.• Partner with cross functional teams across Amazon for collaboration on fraud risks, chargeback analysis and loss reduction/recovery.• Strive for operational excellence and process improvement. Analyze the key levers of the business to identify the trends and proactively act to eliminate root causes for defects.

Hyderabad Area, India

• Data Analysis & Conducting strategic deep dives into allegations of organized fraud or abuse on and off Amazon website. • Analyze suspicious orders, selling and buying behavior that could pose a risk to Amazon customers. • Use a combination of manual and automated tools to obtain information & report bugs and tool improvement ideas. • Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends. • Participate in ad-hoc projects/assignments as necessary. • Going above and beyond the standard SOPs & challenges the status quo to improve process and help in Bad debt reduction programs. • Influence and implement specified analytical approach; Solve well-defined tasks with clear requirements and limited ambiguity • Assist in training needs and support peers with best practices & knowledge transition

Hyderabad, Telangana, India

• Identified and resolved a unique policy abuse pattern followed by a customer in form of Claims & Appeals.• Individual Account level deep dive for Claim resolution for Customers & Sellers• Launched & Owned WorDox DII Tool which reduced work redundancy by 27%.• Contributed in stabilizing newly launched Paragon Tool which helped us save 1.2 min per investigation which accumulated as 2Hr/Head/Day. • Implemented 8 new procedures/ SOPs in order to raise the service standard of our Business.