At Infosys BPM Ltd, I own delivery of BFS operations across credit card lifecycle, disputes, chargebacks, fraud recoveries, and collections. I manage a 60+ FTE team and oversee service performance, workforce planning, transitions, quality, and compliance.
As Assistant Manager / Automation Consultant, I delivered automation initiatives with 18+ FTE savings and built Excel VBA tools integrated with mainframe applications. In my Six Sigma Green Belt project, I eliminated potential risk in the return mail queue, reducing financial loss from £51,750 to zero and achieving 100% process accuracy.
