Microsoft office
Ashwinderpal Singh Dulku
Senior Risk Operations Lead
Petaling Jaya
Summary
An enthusiastic Individual eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Fraud and Client Management Motivated to learn, grow and excel in any MNC & Startup
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Risk Manager
Citcon Inc
San Jose
09.2023 - Current
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Encouraged stakeholders to approach assessments analytically and offer unique insights to bring new understanding to risk management programs.
- Employed strong program management skills to successfully define and manage ongoing initiatives designed to control merchant and transactional risks.
- Analyzed impact of environmental disasters to physical data centers and create and implement response plans.
- Conducted statistical analysis and evaluated risk via use of portfolio management software.
- Produced and filed reports to inform senior management of current activities and progress with investigations.
- Monitored industry, technological and economic developments to stay current on potential risks.
- Formulated knowledgeable forecasts for business, industry and overall economic conditions based on available financial information.
- Completed statistical reviews to uncover trends, patterns and variations.
- Looked at current and new merchants and individual sales to evaluate fraud, chargeback and compliance risks.
Senior Risk Operation Lead
Earnity
Kuala Lumpur
09.2022 - 05.2023
- Established Transaction monitoring program to flag high risk transaction
- Established& Monitor accounts for potential ATO & Stolen financials
- Established CDD process and anti fraud process to proactively prevent fraud
- Established AML guidelines and SAR reporting process
- Established Chargeback and Dispute process
- Developing policies and procedures for identifying, assessing, managing, and reporting on operational risks within the organisation which mitigate ACH loses from 42% to 3.45% within 6 months
- Collaborate with Tech team to delovoped anti bot attack guidelines and systems
- Reviewing business processes to identify areas of potential improvement or weakness in risk management controls
- Working with senior management to develop and implement risk management policies and procedure
- Implement 3rd party fraud prevention systems and integration with Earnity backend
- Assessing potential impact of operational risks on the organisations ability to meet its goals and objectives
- Building risk awareness amongst staff by providing support and training within the company
- Working together with other teams to create a cohesive risk and fraud case handling and resolution
- Building and create productivity and SLA bench marks for Risk operation
Risk Operations Team Lead
OKX
Kuala Lumpur
07.2021 - Current
- Leading a team of 15 risk specialists that deal with various aspects of Risk & Compliance , including KYC ,ATO , AML & Cybercrime
- Designing and implementing an overall risk management framework for the organization, which includes an analysis of the financial impact on the company when risks occur
- Working cross-functionally with various departments including Training, QA, Operational excellence to ensure risk & compliance processes & updates are aligned across all departments
- Creating , Updating and maintaining current and new processes for risk team workflow
- Managing the day-to-day activities of the team. Motivating the team to achieve organizational goals & setting bi -monthly,Developing and implementing a timeline to achieve targets.
- Performing a risk assessment: Analyzing current risks and identifying potential risks that are affecting the company
- Risk reporting tailored to the relevant audience. (Educating the board of directors about the most significant risks to the business; ensuring business heads understand the risks that might affect their departments; ensuring individuals understand their own accountability for individual risks)
- Building risk awareness amongst staff by providing support and training within the company
- Working together with other teams and factions to create a more cohesive risk and fraud case handling and resolution
- Conduct cyber-crime investigations on account that have been compromised and have significant lost of assets due to hacks and fraud
- Writing RCA to provide case summary for C level stakeholders to provide ideas and solution to prevent reoccurrence on in some cases justify compensation to the users
Customer Growth Executive
Storehub Sdn bhd
Petaling jaya
07.2020 - 06.2021
- Serving as a bridge between the sales team, customer service, and Merchant to ensure client satisfaction
- Dealing with Merchant complaints and disputes to ensure a smooth renewal process and ensuring company revenue stream is not disrupted by attrition
- Reaching out to existing clients to pitch renewals and negotiate with clients that need to restructure their payment plans to avoid attrition
- Planning and executing advance renewals drive to push for more renewals to increase company revenue
- Collecting feature request and feedback from clients to assist the product team with future feature releases
- Guiding growing merchants using StoreHub to adopt more features based on an analysis of their activities and industry type over the last year
- Assist with advising clients on what would be the best packages for them for business expansion for both hardware and software.
- Task with maintaining a retention rate of more than 60% and collection of revenue RM 110000-120000
Business Consultant
Storehub
Petaling jaya
11.2019 - 07.2020
- Brought forth excellent negotiation skills and a business-savvy attitude.
- Continually worked to enhance communication skills and business strategies
- Organized and prioritized work to complete assignments in a timely, efficient manner.
- Worked well independently and on a team to solve problems.
- Consistently hit sales targets for the past 6 months . 15 -25 won sales in the last 6 months
- Conducting KYC document checks to facilitate merchants to apply for e-wallets under partnership programs
- Beep Delivery account management for high trans rate stores, serving as consultation point and the first point of contact to escalate & resolve issues
- Identified key products, services and customers and used data to devise innovative sales and marketing plans enabling dramatic growth.
- Provided personalized business consulting and overhauled services to strengthen client success.
Risk & Fraud Specialist
Paypal
Petaling jaya
05.2016 - 04.2019
- Conducting large loss analysis on merchant accounts on behalf of team leads to identify root cause and provide possible best practice solution to prevent reoccurrence
- Assisting with SLA management to ensure that Team mates are meeting required KPI
- Working on Escalations to review high risk and potential fraudulent accounts submitted by teammates
- Conducting and presenting regional Fraud trends to other Global sites via monthly site calibrations
- Assisting and mentoring teammates to grow required skill's , ie: presentation skills , advising on best practices for the review process to ensure teammates meet their KPI's
- Identifying Fraud trends and assisting to submit newly discovered fraud trends to global team
-Reviewing small merchant accounts to asses level of risk or fraud if present - Placing limitations to mitigate possible risk present on account & subsequently review limited accounts by sorting through documents requested by Paypal
- Conducting KYB & KYC on account to further understand business model and ensure business meet PayPal's policies
- Perform outbound calls to consult with merchants on account related issues , ranging from situations of drop in performance,buyer abuse and also to ensure that new merchants are aware of protection and assistance offered by Paypal
Senior Client Care Specialist
Standard Chartered Global Business Centre
Petaling jaya
08.2013 - 05.2016
- As a Mass Market Segment Agent
- • Assisting and dealing with clients request and assuring clients needs are met
- • Assisting clients to better understand products of the bank and also advising on how best to utilize the benefits of the product
- • Assuring clients inquiry and request are handled in a timely and efficient mannerAs a Priority Segment Agent
- • Assisting and dealing with clients request and assuring clients needs are met
- • Assisting clients to better understand products of the bank and also advising on how best to utilize the benefits of the product
- • Assuring clients inquiry and request are handled in a timely and efficient manner
- • Liaising with all teams involved to ensure a smooth resolution to clients problems
- • Assist with investigations conducted by the investigations team when required on cases that requires extend period of follow up
- • Have assisted when required with manager call backs to assist with escalations
- • Have managed and assisted in SLA requirements , managing the agents breaks as well status during times of heavy call volume
- • Have assisted to manage bulk email folder , assigning call backs to various agents to ensure clients expectations are met and inquiries resolved
- • Trained in all products offered by the bank - Mortgage , Credit cards, Personal Loans , Auto loan , Current & Saving accounts and Online trading
- As an Agent for the online trading team
- • Handling and managing clients expectation on clients trade inquiry
- • Handling end to end follow up for client –from first contact to resolution for client inquiry
- • Assisting with clients inquiry on the online trading platform as well as better understand how to utilize the platform itself
- • Liaising directly with product mangers to ensure client inquiries reach a satisfactory resolution
Education
High School Diploma -
Sekolah Menengah Syed Hassan
Kangar , Perlis 01.2004 - 12.2006
Skills
Team Management
undefinedSoftware
Zendesk
Google Suite
CRM
CCMS
Certification
Muet-Band 5
Timeline
Risk Manager
Citcon Inc
09.2023 - Current
Senior Risk Operation Lead
Earnity
09.2022 - 05.2023
Risk Operations Team Lead
OKX
07.2021 - Current
Customer Growth Executive
Storehub Sdn bhd
07.2020 - 06.2021
Business Consultant
Storehub
11.2019 - 07.2020
Risk & Fraud Specialist
Paypal
05.2016 - 04.2019
Senior Client Care Specialist
Standard Chartered Global Business Centre
08.2013 - 05.2016
Muet-Band 5
12-2006
High School Diploma -
Sekolah Menengah Syed Hassan
01.2004 - 12.2006
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