Chandralekha Nair
RiskOps Team Lead
Sepang,10
Summary
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.
Overview
12
12
years of professional experience
Work History
RiskOps Team Lead
Gpay Network (M) Sdn. Bhd.
Kuala Lumpur, Kuala Lumpur
06.2019 - Current
- Enhanced team productivity by implementing efficient workflows and regularly reviewing performance metrics for a team of 8.
- Resolved conflicts among team members, fostering a positive and collaborative work environment.
- Established open and professional relationships within the team, enabling quick resolution of issues.
- Collaborated with department leaders to set shared goals and ensure alignment across teams.
- Provided support to team members, addressing concerns promptly to maintain focus on tasks.
- Maintained an inclusive and diverse team culture, promoting mutual respect and understanding.
- Streamlined workflows to improve efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve targeted outcomes.
- Led the Risk Investigation & Prevention team in areas such as Anti-Money Laundering, fraudulent card usage, and stolen financials.
- Contributed to the development of Payment Operations by supporting ongoing initiatives and implementing new processes.
- Mentored team members requiring assistance with process handling or development.
- Supported fraud prevention efforts by monitoring suspicious activities related to online banking, mobile banking, and payment technologies.
- Handled chargeback requests from issuing banks and performed KYC/KYB verifications.
- Conducted risk analysis on transactions to identify potential fraud patterns.
Spoof Processing Specialist
Paypal (M) Services Sdn. Bhd
Kuala Lumpur, Kuala Lumpur
05.2015 - 11.2015
- Investigating fraud patterns and mitigating fraud at least 100 cases per day.
- Identifying, reducing, and removing abuse from PayPal's various consumer protection and reversal workflows (PayPal Buyer Protection, INR and SNAD claims, Billing error disputes, Unauthorized Access claims and external credit card chargebacks).
Admin / Customer Service Executive
American Eagle Tankers
Kuala Lumpur, 14
01.2014 - 12.2014
- Creating spreadsheets and presentations for managers on oil and gas logistics
- Receiving calls regarding customer enquiries
- Managing incoming calls for manager
Guest Service Agent
Cititel Hotel Midvalley
Kuala Lumpur, 14
01.2013 - 01.2014
- Dealing with guest bookings using Opera System
- Handling guest dispute and enquiries regarding service satisfaction
- Handling guest payments
Education
Certificate In Supply Chain Professional -
International Logistics & Supply Chain Management Institution
Kuala Lumpur 11.2013 - 03.2014
Skills
Operations management
Budget management
Employee training
Stakeholder management
Attention to detail
Coaching and mentoring
Process improvement
Performance monitoring
Operations management
Accomplishments
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.
Timeline
RiskOps Team Lead
Gpay Network (M) Sdn. Bhd.
06.2019 - Current
Spoof Processing Specialist
Paypal (M) Services Sdn. Bhd
05.2015 - 11.2015
Admin / Customer Service Executive
American Eagle Tankers
01.2014 - 12.2014
Certificate In Supply Chain Professional -
International Logistics & Supply Chain Management Institution
11.2013 - 03.2014
Guest Service Agent
Cititel Hotel Midvalley
01.2013 - 01.2014