Surya Balaji Email & Phone Number

Chennai, Tamil Nadu, India

Led a team of 20-25 in the card's transaction monitoring division under the Risk and Controls unit.Monitoring Card present and Card not present transactions using Proactive Risk Manager (PRM) and E-guard applications.Works closely with Analytical, Rule governance and Dispute Management team.Highlighting any new fraud trends/Spurt of alerts to Analytical and Rule governance team to ensure rules are changed based on the new fraud trends.Prepared teams' productivity MIS and been SPOC for any MIS related to Transaction monitoring. And ensured daily productivity MIS cross verified in terms of Analyst productivity is met as per the daily cap limit.Call monitoring, Quality checking, Score card preparation for the entire team has been reviewed.Handled escalations from senior management and customers, ensuring swift and effective resolution of critical issues while maintaining a focus on customer satisfaction.Managed system downtime tracking for all critical systems, ensuring minimal disruptions and prompt resolution. Optimized staffing schedules during downtime periods to sustain operational efficiency and maintain seamless operations.Handled shift management responsibilities, including scheduling and ensuring adequate staffing for daily operations, effectively managing unscheduled leave and permissions to maintain smooth business-as-usual (BAU) processes and minimize alert pendency.

Chennai, Tamil Nadu, India

Creating a positive onboarding experience for new clients.Regularly interacting with clients through telephone calls, email communications, and face-to-face meetings.Maintaining an accurate record of all existing and potential clients.Responding to client inquiries in a timely and professional manner.Handled and Collaborated with multiple teams to get desired results.

Chennai, Tamil Nadu, India

Worked on media management for various celebs and creators.Setting and achieving goals for the projects assigned under my cluster. Understanding analytics and determining strategies.Utilized best practices for optimization to boost program visibility.In-depth report generation from analyticsCollaborated and created informative as well as entertaining posts for client's pages.Built, implemented, and updated effective strategies to grow up the page

Chennai, Tamil Nadu, India

Working with International Client. Managing and Optimizing the Contents, Channels, and Show. Assisted in onboarding new projects and implementing them to the team via training and mock sessions along with coordinators.Maintaining and improving the company’s existing Quality Management System.Taking full responsibility for the day to day running of all operational areas.Led process improvement projects that helped operations meet and exceed quality standards. Created and revised procedures, checklists, root cause analyses, and job aids that resulted in process consistency and reduced error disputes.Following regulatory requirements in order to meet service level agreements.Participates in bi-weekly/weekly meetings with clients.Monitor internal control systems and Provide notification to management of high-impact issues if any identified.Ensure timely responses to customers and followers’ queries and commentsAdvise other employees on their quality/responsibilities.Worked collaboratively with a team of 15 members and other supervisors to share best practices.

Chennai, Tamil Nadu, India

Supporting Process Executives in training and delegating tasks to them.Deeply working on the Analytics and Reporting.Coordinated with the Manager and the Marketing department to design advertising campaignsDevelop and perform quality checks before the assets/products go out to the client.Participates in bi-weekly meetings with clients. Executed maintenance work on social media properties and accounts – updating cover images, bios, links, etcCoordinates the correct protocol determined by management to be promoted in the process.

Chennai, Tamil Nadu, India

Manage daily channels and take ownership of uploading and optimizing content.Tracking weekly, Monthly, and Quarterly reports based on viewership, subscriber growth, content strategy/engagement, and audience insight.Taking Responsibility and performing needful action based on projects with the help of Team Lead and Senior Executives.

Chennai, Tamil Nadu, India

Based on functional performing analytics on data pools to assess performance, quality, mix and flexibility.Doing research on the Media & Entertainment industry, especially Television networks, Indian and Hollywood movies. Insights into how peer media companies are consolidating their media accounts (by product category, regions etc.) To provide in-depth information on market landscape, vendor insights and trends in the industry.

High School, High School/Secondary Certificate Programs

Bachelor’S Degree, Electrical, Electronics And Communications Engineering, 1St Class