Rashvin Ganesh Email & Phone Number

Malaysia

• Leading a team of 10 strong Fraud Analyst investigators• Responsible for daily volume inflow and investigation accuracy• Working closely with cross functional teams to ensure that the Fraud Operations team performs at their best capability• Constantly working on automations and python projects that aim to reduce manual work• Consistently focus on automation efforts to reduce manual tasks, streamline investigations, and ensure optimal resource allocation for peak efficiency. Examples of automation include semi-automated ticket ingestion via SnowFlake and Jira Rest API. • Conducted regular performance reviews, provided constructive feedback, and facilitated training sessions to enhance team members' skills and knowledge.• Utilised data analytics and reporting tools to monitor fraud trends, investigate suspicious activities, and generate actionable insights for decision-making. • Communicate regularly with senior management to provide updates on fraud operations, discuss challenges, and recommend strategic initiatives for improvement.• Contributed to the development and enhancement of fraud prevention policies and procedures to adapt to evolving fraud tactics and regulatory requirements.

Malaysia

• Pioneered the Fraud Operations team in Kuala Lumpur Office • Handled BAU investigation tasks for multiple queues namely ACCOUNT TAKE OVER , IDENTITY THEFT , APPEALS , DISPUTES . • Drafted and published workflows and SOP documentation • Implemented Fraud Prevention strategies and provided recommendation to Risk Identity & Engineering Teams .• Worked closely with the Data Science team to feed information and add value to rule building• Logging meeting minutes and sending out communication to the management and team members to ensure a streamlined form of communication is present.• Drafted and published a well rounded and fully functional Confluence Space that contains FRAUD OPS DOCS 101 . Documentation , workflows & charts were self created with experience and job requirements to better help the future individuals . • Published investigation guidelines with required datapoints and investigation methods to help bring improvement and accuracy towards day to day tasks . • Took ownership of the Jira Board queues and handled them within set deadlines .• Drafted and created a workflow for CSV uploads to SnowFlake client to help bulk investigations .• Drafted and built a workflow for Excel File splitting via Python . Targeted to upload users in bulk for suspension and cancellation but with set limit to not tax and overload the system . • Built and maintained team stats in a dashboard for ease of trackability.• Created workflows for metadata extraction and image identification• Built dashboards for investigations that aimed to be a 1 stop portal.• Built and ran automations for projects to reduce dependancies and manual work . Some automations are named below : • Jira Board G-Sheet Ticket Creation Automation : • Jira Board Automation

Malaysia

• Investigate and analyse cases concerning account activity , appeal processes and daily suspicious traffic flow towards the platform. • Observe T-1 queues and detect high-risk rule hits and anomalies within the business portfolio.• Utilizing analytical skills and strategies to prevent and mitigate fraud.• Collaborate closely with cross-functional teams to offer fraud strategies and insights that enhance support for business requirements.• Build and uphold dashboards through the utilization of internal tools to oversee and identify anomalies.• Fire alerts for Lazada Sale & Birthdays with a focus on "FRAUD WATCH" and high traffic flow. Promptly identify and take action on any suspicious accounts with malicious intent in real-time.• Examine and address disputes between merchants and buyers by serving as a mediator to achieve resolution.• Examine and analyze data to identify risk factors within the business and implement risk management strategies.• Evaluate existing standard operating procedures and documentation with the aim of enhancing and streamlining process flows.• Organize off-site training sessions for Lazada BPO agencies to enhance their proficiency in addressing matters related to fraud mitigation.• Compose and generate reports for stakeholders and authorities, drawing insights from data-driven investigations.• Collaborate with Customer Service and Seller Teams to provide support in addressing fraudulent customers and claims.

• Investigate and analyze cases concerning account activity, appeals, rule whitelisting, and the creation of fake accounts.• Monitor T-1 queues and identify high risk rule hits and anomalies within the business portfolio.• Working as a team to ensure that all of Grab’s verticals are safe and secure .•Conduct rule validation as needed to ensure that rules are firing effectively and that the rate of false positives is low.• Work collaboratively with other cross-functional teams to better understand their concerns and pain areas so that policies and procedures can be adjusted more effectively.• Create and monitor SQL scripts to ensure that any dirty data from obsolete rules is properly cleaned up.•Provide suggestions and manage projects to reduce manual workload and increase automation in our everyday tasks.• Support the analytics team in validating models and providing samples to ensure that models are trained correctly and that any customer effect is minimised.• Proactively identifying potential platform users to assure that the platform is secure for other users to be used by transforming data into actionable insights.• Utilized MySQL , excel and other visualition tools for data intelligence and analysis .• Coordinated, responded and resolved high priority data retrievement requests from other cross-functional teams. • Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, collusion, voucher abuse , device abuse and similar other risks.• Determine existing fraud trends by analysing accounts and transaction patterns.• Trained, coached and mentored other team members to ensure smooth adoption of new process flow and investigation methods .• Developed risk mitigation strategies to protect the platform during a rising fraud attack.• Performed detailed data validation spanning several different projects and case studies to advice other fraud departments .

Malaysia

- Handles merchant related queues in Zendesk such as investigation , onboarding & escalations that are automated or by other departments- Investigate investigation alerts that inflows through set rules by Data Analytics team and escalation tickets by other LOB's in regards of suspicious transactions to merchant- Perform analysis and investigation using internal tools and data retrieved by MySQL - Writing & troubleshooting SQL scrips for daily tasks to retrieve data with ease.- On boarding merchants into Grab's ecosystem and performing audits on accounts to validate legitimacy of documents and information- Liaise with stakeholders and data analytics team to provide insights to better improve rules and checkpoints for merchants and passengers- Performed customer and merchant monitoring to analyse and identify if any collusion exists- Draft & update workflows and SOP pages to ensure information is always accurate- Collaborate with cross-functional groups such as engineering , data analytics , policy managers , customer support , compliance & trust departments to improve process & to ensure all policies & functionalities are followed to mitigate fraud..- Educate merchants about violations and how to avoid them in the future- Attended MySQL & Tableau training to improve skill-set to retrieve and analyse data- Assist other LOB teammates with SQL query writing & data analysis for merchant and passenger collusion- Act as primary subject matter expert & work closely with other Fintech wallets / platforms that are collaborating with Grab to mitigate fraud and assist during Account Take Over escalations.- Develop a deep behavioural understanding and intuition of passengers and merchants especially in the space of how they would violate policies and game the system.- Validate checkpoints & rule models to better improve system detections.- Conduct product , investigation & analytical trainings to peers- Handle internal projects & introduce new process flows

Malaysia

- Recommend and implement anti-fraud workflows for sudden change in transaction patterns and trends derived from chargebacks , internal and external fraud reports.- Work with peers and liaise with stakeholders , policy managers & data analytics teams to communicate fraud trends and share best practices and suggestions to avoid potential loss to company's ecosystem- Observe & analyse transactions and customer pattern to identify fraudulent activity such as BIN Attack , Account Take Over ( ATO ) , Suspected Stolen Financials and many other risk factors .- Liaising with compliance teams to report any suspicious movement of funds within Grab's ecosystem.- Attend workshop and training to improve skill-set and to share new fraudulent attacks and patterns with the rest of the department- Work on high level escalations from stakeholders and direct reports with minimal supervision - Work closely with Data Analysis team to ensure correct measures are taken to mitigate and prevent future loss by performing case study on previous cases.- Support & work closely with the Training & Quality team to amend current SOP and provide recommendations for new product releases or changes- Work together with new venture team by piloting new products and providing fraudulent analysis to better improve the products - Analyse & data retrieval using MySQL tools for investigation and study purposes.- Analyse fraudulent patterns and suspicious behavior of accounts based on data retrieved from MySQL & Internal tools.- Worked closely with Trust & Safety team to implement "REWARDS ABUSE" project . Drafted SOP , workflow and communication templates for the project and provided feedback and analysis on false positives & true positive rates to improve the accuracy of the project. Liaised with stakeholders by conducting training & meetings to explain the purpose of the project and benefits of the project to Grab as an overall.

Malaysia

-Support customers and preventing fraud by using our products to monitor suspicious activities for online banking, mobile banking and other payments technologies.- Handle and clear risk operation queues on a daily basis to adhere with SLA-Perform risk analysis on transactions and user accounts to determine if there are any fraud patterns and to mitigate potential fraudulent activities.-Run investigations regarding payments that are unsuccessful and determine the root cause- Perform end to end investigation on an user and draft potential fraud mitigating steps to escalate to Data Analysis & Senior Fraud Prevention teams- Liaise and work with different departments and stakeholders to get a certain task or escalation done- Handle any escalations via Zendesk , Email or bank reports- Brainstorming and sharing ideas of new ways of investigation & fraud prevention to better suit the needs of the customer and company.- Review and analyse refund requests before sending for higher approval to ensure that it is accurate- Attend training of other line of businesses within the department to learn new skills and assist during high workloads- Identify any possible loopholes or abuse that is happening and raise to the relevant department to ensure the company's ecosystem is safe and secure- Assisted in introducing an easier and more safe method of reviewing customers personal documents to adhere with local compliance policies.- Identify and send out fraud trend patterns via email to senior escalation team

Selangor, Malaysia

Oversee Consumer Fraud Risk towards regions NA , APAC , LATAM & EMEA . Review and work on multiple queues on a daily basis. Make decisions that impacts risk factors using fraud related tools namely Argus and Compass GoldPosition - Spoof Processing and Appeal Review Agent- Manage and identify suspicious account patterns via Argus and escalate via PET Ticket's to relevant departments.- Review suspicious account activities , unauthorized account access cases and working on queues in a timely manner and ensure targets are met on daily basis. - Hands-on experience with fraud tools namely Argus , Agora and Compass Gold .- Worked on APAC , NA , LATAM markets in various unauthorized account access cases and familiar with government-issued documents.- Advanced knowledge of identifying fake documents provided by fraudsters. - Collaborate with other departments to verify account legitimacy and other additional risk factors.- Handle manual cases given out by leaders when required.- Working as a team and maintaining professionalism to ensure the best quality is being delivered .- Providing best customer service by responding to customer's queries with proper and accurate responses .

Malaysia

Handled daily troubleshooting of devices at outlet . Minor hardware repairs. Optimized existing Operating Systems (OS). Deployed OS on new workstations

Malaysia

Performed diagnostics and troubleshooting issues faced by workers . Maintain equipment inventory lists. Designed banners & newsletters for marketing purpose.