Sobiya.R

Professional Summary

·         A Certified Scrum Master (CSM) management professional with experience in process improvement, client servicing, operations, people management, performance management and training.

·         Possess domain knowledge in the operations of E-commerce, Banking and Insurance sector with excellent verbal and written communication including presentation skill.

·         Goal oriented with ample experience in cross-functional collaboration and coordinating with both internal and external customers. Expertise in data analysis & devising mechanisms for monitoring operational efficiency.

·         Competent in risk management, vendor management, stakeholder engagement & conflict resolution.

Adept at handling customer grievances and resolving within minimum TAT.

Work Experience
Amazon       (Oct 2021 – Present)                                                                                                                                                                           Position: Manager- Risk Investigations & Operations                                                                                  (45 months)
·         Managing, 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 constantly improve service levels based on audit, forecast, capacity & thereby minimizing the impact of bad debt by ensuring continuous process improvement, fraud identification and execution of new projects for operational efficiency.

·         Making hiring decisions of risk investigators basis aptitude and behavioral attitude. Onboarding & overseeing the implementation of various training modules for the selected investigators including induction, soft-skill and English training for core-language investigators esp pertaining to Arabic (MENA) and German investigators.

·         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:

Ø  “Rigel award” of the year for manager with best initiative for improving operational process efficiency in function.
Ø  Improvement in decision quality of site to 99.45% from 97.02%.
Canara Bank        (Dec 2017 – April 2019)                                                                                                                                                                    Position: Specialist Officer                                                                                                                         (17 months)
·         Scrutiny, verification, documentation and opening of CASA and recurring/fixed deposit while following KYC and AML guidelines. In-charge of promoting & opening of central government social security schemes.

·         One point contact for all HNI customers’ financial requirements. 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)
·         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.

·         Coordinated with departments for fraud investigation, financial misappropriation and recommended further action to mitigate operational, financial and reputational risk.

·         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)
·         Data Analysis and preparation of strategy for 13 pan-India circles to improve operational efficiency in renewal collection. Designed portfolio-based campaigns & incentive schemes for improving persistency ratio.

·         In-charge of analyzing, forecasting, and monitoring Pan-India renewal collection performance. Also responsible for reporting the business dashboard and collection performance reports to senior management. Prepared Cost Budget and tracked utilization against it for collection.

·         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.

·         Development of complaint resolution & vendor management CRM module for monitoring and analyzing the operational process efficiency of three contact centres and 27 branches with respect to renewal collection. Prepared the Business Requirement Specification (BRS) document & conducted UAT for CRM module development in collaboration with the central IT team.

·         Management Representative of ISO:9001 audit certification for the department.

Key Achievements:

Ø  43% decrease in overall customer complaints, compared to previous financial year in the Region.

Ø  Resolution of customer complaints within average TAT of 7 days vis-a-vis regulatory TAT of 15 days.

Ø  Achievement of 100.6% of Renewal Budget while improving the renewal persistency ratio.

Internship Projects:

·         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.

·         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.

·         Fullerton India, Mumbai (2007): As the team lead, I was responsible for maintaining customer relationship and assessing customer satisfaction level. Achieved 90% RPC which was highly commended by Sr. management.

Other Achievements:

·        Elected as a student council member and nominated as the Corporate Relations Head in B-School.

·        Winner of National Declamation & Presentation contest organized by National Foundation for Corporate Governance (NFCG).

·        Winner of “Deloitte Case Study Competition” – Change Management.

·        Winner of PETA debate competition and “Best Debater” in the Economic festival of India, Mumbai.

·        Winner of various inter-college debate and quiz competitions. Recipient of Scholarship from Army Welfare Society and John Wilson Education Society in school and college respectively

Educational Qualification

Qualification
Institute
Board
Year of Passing
Percentage
MBA

(Marketing &Operation)

Symbiosis Institute of Management Studies (SIMS), Pune
Symbiosis International University
2011
CGPA – 2.79/4
B.Sc

(Biotechnology)

Wilson College, Mumbai
Mumbai University
2009
77%
Diploma in Computer Programmig
Software Institute of Computer Education, Visakhapatnam
Hyderabad University
2005
79%
12th Science
Naval Public School, Visakhapatnam
C.B.S.E
2005
84%
Certifications:
1.       Certified Business Analyst Professional (CBAP)

2.       Certified Scrum Master (CSM)

3.       Lean Six Sigma yellow belt certification

4.       Certified SPSS 15.0

5.       Basic training on SAP; Module – Sales & Distribution, Material Management

Additional Responsibilities:
·         SPOC for employee engagement of entire function at Amazon

·         Anchor of the annual ‘All India Operations Strategy Meet’ of SBI Life’s Senior Leadership Team.

·         Core team member of office annual event specifically for budget allocation & vendor selection.

·         Team Leader of the Placement Brochure Presentation team in B-School.

·         Class Representative in College and Head girl in school & Chief editor of School and College magazine.

Interests:
·         Dancing (Trained in Salsa & other Latin dance forms)

·         Hobby – Reading novels, Solving sudoku