Sobiya. R

Professional Summary
Experienced operational management professional with 11.5 yrs experience in risk management, process improvement, client servicing, people management and project leadership. Possess domain knowledge in the operations of E-commerce, Banking and Insurance sector with excellent verbal and written communication including presentation skill. Ample experience in cross-functional collaboration, data-driven decision making and devising mechanisms for monitoring operational efficiency. Competent in vendor management, stakeholder engagement, grievance handling, fraud mitigation & conflict resolution.
CORE SKILLS
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Risk & Fraud Management
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Operations & Process Optimization
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Stakeholder & Vendor Management
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Data Analysis & Reporting
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Customer Relationship Management (CRM)
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Training & People Management
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Agile & Scrum Methodologies
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Client Servicing & KYC/AML Compliance
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Budgeting & Cost Optimization
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Strategic Planning & Forecasting
Work Experience Amazon: India/ Remote (Oct 2021 – Present) Position: Manager- Risk Investigations & Operations (45 months)
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Mentoring & delivering excellence by leading a team of 30 specialists investigating transactions on amazon.com platform and taking actions to mitigate risks based on processes and high-judgment decisions. Providing leadership support to meet SLA requirement based on internal audit, forecast, capacity planning to maximize resource utilization & minimize the impact of bad debt by ensuring continuous process improvement, fraud identification and execution of new projects for operational efficiency.
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Making hiring decisions, onboarding & overseeing the implementation of various training modules for the selected risk investigators including induction, soft-skill, SOP and language training for core-language investigators esp pertaining to Arabic (MENA) and German investigators.
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Collaborating with multiple stakeholders across geographically dispersed remote teams and consistently delivering projects using lean methodology to improve decision quality, productivity & prevent fraudulent transactions thereby ensuring best customer experience.
Key Achievements:
➢ “Rigel award” of the year for manager with best initiative for improving operational process efficiency in function.
➢ Improvement in decision quality of site to 99.45% from 97.02%.
Canara Bank: India (Dec 2017- April 2019) Position: Specialist Officer (17 months)
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Led the successful scrutiny, verification and documentation processes for CASA and recurring/fixed deposits, ensuring compliance with KYC and AML guidelines and actively promoted central government social security schemes.
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Served as the primary liaison for HNI customers, successfully addressing their financial needs. Responsible for branding financial products including retail and education loans in three underlying bank branches. State Bank of India (SBI) Life Insurance (April 2011 – July 2017) Position: Manager, Operations: Dec 2014 – July 2017 (32 months)
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Responsible for resolving grievances of customers of Northern India pertaining to policy servicing, claims, payout and renewal within minimum TAT. Root cause analysis of customer complaints done and measures taken to decrease the same.
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Coordinated with departments for fraud investigation, financial misappropriation and recommended further action to mitigate operational, financial and reputational risk.
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Ensured smooth transaction of operational processes pertaining to policy servicing from initiation to fund payout and minimum error of all proposals at pre-issuance stage via third party vendors while conforming to KYC/AML guidelines.
Position: Deputy Manager, Operations: April 2011- Nov 2014 (44 months)
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Led data-driven strategies to improve renewal collection and persistency ratios across Pan-India 13 bank circles. Designed portfolio-based campaigns & incentive schemes for improving persistency ratio.
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In-charge of analyzing, forecasting, and monitoring of nationwide renewal collection performance. Responsible for reporting business dashboard and collection performance reports to senior management. Prepared Cost Budget and tracked utilization against it for collection.
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Responsible for Intra and Inter -region communication of key deliverables, training, and action plan of the team. Conceptualized and executed the development and online publication of department’s fortnightly newsletter.
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Development of complaint resolution & vendor management CRM module for monitoring and analyzing the operational process efficiency of three contact centres and 27 branches. Prepared the Business Requirement Specification (BRS) document & conducted UAT for CRM module deployment in collaboration with the central IT team.
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Management Representative of ISO:9001 audit certification for the department.
Key Achievements:
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43% decrease in overall customer complaints, compared to previous financial year in the Region.
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Resolution of customer complaints within average TAT of 7 days vis-a-vis regulatory TAT of 15 days.
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Achievement of 100.6% of Renewal Budget while improving the renewal persistency ratio.
Internship Projects:
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NishSoft Services, Pune (2010): Responsible for strategizing and implementing branding and promotion of web-based recruitment services to IT clients across Pune. Recommended ‘Account Manager’ towards the end of the Project.
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Hindustan Antibiotic Limited, Pune (2010): Conducted Market research to ascertain market potential of anti-fungal drugs and feasibility of product re-launch and brand revitalization. Studied Channel Management at the Distributor and Retailer level and recommended ways of creating Brand Awareness & promotion strategies for the product.
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Fullerton India, Mumbai (2007): As the team lead, was responsible for maintaining customer relationship and assessing customer satisfaction level. Achieved 90% RPC which was highly commended by Sr. management.
Other Achievements:
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Elected student council member and nominated as the Corporate Relations Head in B-School.
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Winner of National Declamation & Presentation contest organized by National Foundation for Corporate Governance (NFCG).
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Winner of “Deloitte Case Study Competition” – Change Management.
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Winner of PETA debate competition and “Best Debater” in the Economic festival of India, Mumbai.
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Recipient of Scholarship from Army Welfare Society and John Wilson Education Society in school and college respectively
Educational Qualification
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MBA (Marketing & Operations), Symbiosis Institute of Management Studies, Pune | 2011 | CGPA: 2.79/4
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B.Sc. (Biotechnology), Wilson College, Mumbai | 2009 | 77%
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Diploma in Computer Programming, Software Institute of Computer Education | 2005 | 79%
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12th (Science), Naval Public School, Visakhapatnam | CBSE | 2005 | 84%
Certifications:
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Certified Business Analyst Professional (CBAP)
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Certified Scrum Master (CSM)
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Lean Six Sigma yellow belt certification
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Certified SPSS 15.0
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Basic training on SAP; Module – Sales & Distribution, Material Management
Additional Responsibilities:
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SPOC for employee engagement at Amazon (worldwide).
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Hosted the annual ‘All India Operations Strategy Meet’ of SBI Life’s Senior Leadership Team.
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Core team member of office annual event specifically for budget allocation & vendor selection.
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Team Leader of the Placement Brochure Presentation team in B-School.
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Class Representative in College and Head girl in school; Chief editor of School and College magazine.