At ICICI Bank Ltd., I handled senior escalations involving credit card disputes, fraud cases, reversals, and customer grievances. I investigated transaction discrepancies and worked with Fraud Prevention, Compliance, Operations, and Customer Service to resolve cases.
I maintained MOP, SQI, and SAS MIS data, and performed quality checks on customer data and documentation. My work also included following AML procedures and supporting fraud detection and prevention.
I facilitated 40+ workshops to translate complex data into actionable insights across teams. I also led development of an analytics dashboard that improved senior management decision speed by 25%, and coordinated UAT that reduced post-deployment issues by 10%.
