Raj Thilak K
@rajthilakk
Project consultant and banking operations leader driving remediation outcomes.
What I'm looking for
I am a project consultant and banking operations professional with 10+ years of experience in international banking, customer remediation, USA commercial banking, equipment finance, fraud, and dispute management. I deliver regulatory-aligned remediation programs and scalable process improvements that focus on fair customer outcomes.
In consulting and banking roles, I have led end-to-end remediation case reviews, performed redress validation and remediation calculations, and managed deliverables, milestones, and SLA adherence. I collaborate with onshore stakeholders including compliance, risk, legal, and operations, and prepare governance reports and audit documentation.
My background includes leading teams in credit card customer experience, retail banking and merchant services, and handling high-severity fraud and dispute investigations. I combine domain expertise (customer remediation, equipment finance, credit cards, chargebacks, merchant services) with technical skills in VisionPLUS, ClaimsLU, KANA, Oracle, Power BI and advanced Excel to drive measurable improvements.
Experience
Work history, roles, and key accomplishments
Supported US commercial banking and equipment finance remediation programs, conducting end-to-end case reviews, redress validation, and impact analysis to ensure regulatory-aligned outcomes and audit readiness.
Manager - Credit Card Customer Experience
HDFC Bank Ltd
Feb 2023 - Jul 2023 (5 months)
Managed senior escalations for credit card fraud and disputed charges, implemented behavioral profiling and merchant tracking to strengthen fraud controls and reduce repeat complaints.
Team Manager - Retail Banking
YES Bank Ltd
Apr 2019 - Jan 2023 (3 years 9 months)
Led retail banking and merchant services operations for CASA, loans and cards, achieving 95%+ SLA/TAT through workflow optimization and delivering CSAT and NPS improvements via dashboards and controls.
Senior Customer Service Executive
Kelly Services - YES Bank Ltd
May 2018 - Apr 2019 (11 months)
Delivered end-to-end banking and merchant support services, supported migration projects and trained staff to ensure business continuity and contingency readiness.
Customer Service Officer
MMC Infotech Pvt Ltd - Standard Chartered Bank
May 2013 - May 2018 (5 years)
Handled credit card servicing, disputes and fraud investigations, ensuring compliance with Visa/Mastercard rules and RBI guidelines while managing high-severity cases and audit documentation.
Education
Degrees, certifications, and relevant coursework
Mekkapatti Raja Mohan Reddy Institute of Science and Technology
Bachelor of Engineering, Computer Science
2010 -
Completed B.E. in Computer Science from Mekkapatti Raja Mohan Reddy Institute of Science and Technology in 2010.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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