Chandralekha Nair

Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Gpay Network (M) Sdn. Bhd. (GRAB)

• Led and executed an integrated culture and engagement strategy, aligning and inspiring employees with the company's vision and business objectives to foster a positive work environment.

Graph Visualization

Gpay Network (M) Sdn. Bhd. (GRAB)

• Collaborated with the in-house Engineering team to design and develop a consolidated consumer information dashboard tool from scratch, significantly improving the fraud investigation process.

Ticket Deletion Process

Gpay Network (M) Sdn. Bhd. (GRAB)

• Transitioned the Ticket Deletion process from Risk Operations to the Customer Experience Team, ensuring the redaction of sensitive customer information before evidence submission for investigations.

Post Whitelist Monitoring Automation (PWM)

Gpay Network (M) Sdn. Bhd. (GRAB)

• Automated the Post Whitelist Monitoring (PWM) ticket tracking system from Google Sheets to Zendesk, streamlining workflow and improving tracking efficiency.

Bank Negara Malaysia (BNM) Reporting

Gpay Network (M) Sdn. Bhd. (GRAB)

• Developed and wrote the Standard Operating Procedure (SOP) for reporting company losses and fraudulent activities, submitting monthly reports to BNM in collaboration with the Compliance team to align on actions to reduce losses.

Payment Gateway Migration

Gpay Network (M) Sdn. Bhd. (GRAB)

• Played a key role in the migration of the payment gateway, enhancing the efficiency of fraud investigations.

BNM Compliance Presentation

Gpay Network (M) Sdn. Bhd. (GRAB)

• Delivered presentations to BNM regarding compliance-related tasks and investigation management as part of a successful audit.

Strategic Contributions and Process Improvements

• Partnered with Internal Auditors (IA) to refine RIP workflows, SLAs, and processes to align with audit requirements.
• Collaborated with the BPIA team to present innovative ideas for RIP process enhancements.
• Worked with the Head of Department to transition from a Platform promoting significant cost savings for the company.
• Led initiatives to integrate AI into AML processes, enhancing operational efficiency and compliance.

Cross-Functional and Strategic Projects

• Led the one of the Process Removal pilot across all regions to reduce operational costs by preparing detailed case management reports, conducting weekly alignment meetings, and ensuring smooth implementation.
• Partnered with other eWallet companies to combat Money Mule activities, resulting in the live launch of investigations through the National Fraud Portal.
• Worked with a vendor to implement a new system as a replacement for Zendesk, enhancing operational functionality.

Leadership in Training and Development

• Trained team members for Maker, Checker, and RFAI roles, facilitating skill development and process adherence.
• Led regional training sessions on AML practices to improve team proficiency.

Operational Excellence and Process Optimization

• Designed an SLA tracker with automated formulas to improve tracking efficiency and operational performance.
• Consolidated compliance-approved documents into a comprehensive guideline for consistent regulatory adherence.