PRASHAND RAJ

• Global Payments Head - Risk Operations, Client Complaints Unit, Buy Now Pay Later & Procurement.
• Leading a team of 4 operation managers and 145 operational staffs.
• Oversaw workforce management planning, volume predictions and capacity planning.
• Spearheaded process improvements to reduce errors and increase overall quality in operations management.
• Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
• Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
• Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
• Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
• Trained and guided team members to maintain high productivity and performance metrics.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Implemented data-driven decision making to inform business strategies and drive operational excellence.
• Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.

• Managed banking operations of Malaysia consisting 9 team managers and 130 staffs.
• Process Optimization & Efficiency: Identify and implement process improvements and automation initiatives to streamline operations, reduce costs, improve service delivery times, and enhance overall operational efficiency.
• Operational Risk Management: Monitor and manage operational risks, ensuring effective controls are in place to prevent errors, fraud, and non-compliance with regulatory and internal policies. Lead risk assessments and manage operational incidents.
• Compliance & Regulatory Adherence: Ensure that all banking operations comply with internal policies, regulatory requirements (e.g., AML, KYC, FATCA), and industry standards. Stay up-to-date with regulatory changes and ensure the team adheres to these regulations in daily operations.
• Banking Products & Services Management: Oversee the efficient execution of banking products and services (e.g., payments, loans, deposits, finance), ensuring that operations are completed accurately, on time, and in accordance with established guidelines.
• Stakeholder Communication & Reporting: Serve as the primary point of contact for senior management, auditors, regulators, and internal teams regarding operational performance, risks, and issues. Prepare regular reports on operational performance, key metrics, and incident resolutions.
• Technology & System Enhancements: Collaborate with IT and technology teams to ensure that banking systems and infrastructure are optimized for operational efficiency and that all systems support seamless transaction processing and reporting.
• Budget & Cost Management: Develop and manage the budget for the operations department, ensuring that resources are allocated effectively, costs are controlled, and operational goals are met within budgetary constraints.
• Business Continuity Planning: Lead the development and implementation of business continuity and disaster recovery plans for the operations department to ensure minimal disruption in case of system failures or external crises.
• Internal & External Audits: Oversee internal and external audits related to banking operations, ensuring compliance with all audit requirements and addressing any identified gaps or areas of improvement.
• Change Management: Lead the implementation of major operational changes, including system upgrades, process redesigns, and new product launches. Manage change management processes to ensure smooth transitions.
• Performance Monitoring & KPIs: Establish and track key performance indicators (KPIs) for operational teams, using data analytics and reporting tools to monitor performance, identify bottlenecks, and implement corrective actions.
• Vendor & Third-Party Management: Manage relationships with external vendors and third-party service providers, ensuring that service levels and compliance standards are consistently met.
• Innovation & Strategic Initiatives: Drive innovation in banking operations by researching emerging trends, technology solutions, and industry best practices to maintain the bank’s competitive edge and improve operational capabilities.

• Digital Drop Off Project Head : Heading the digital drop off project to structure revenue based on retail analytics.
• Digital Sales Acquisition Project Head : Oversee a team of 120 staffs including a set of 8 Team Managers on digital sales and cost management. Conduct performance reviews, set individual goals, and oversee training and professional development.
• Business Migration Head India & Singapore : Headed migration projects from India & Singapore to KL.
• Achieved SLA for service continuously for 24 months and sales target for 36 months.
• Led multiple process improvement projects using lead method along with strategy planning.
• Led the complaint handling team internally throughout 2020-2022 to overall reduce the complaints by offering client resolution.
• Developed 2 Team Leaders and 4 SME's in the space of 2 years.
• Staff hiring decision maker.
• Awarded multiple Best Team Leader & Best Team Manager.

• Led a team of 16 investigators, including a team of mentors, comprising 20 Sanctions teams from Omaha, Chennai, Bangalore, Shanghai and Dublin.
• Head various migration, set up the entire Process Site, Updating and initiating documented procedures (from conducting leadership training to processes trainings) in PayPal Chennai & PayPal Bangalore.
• Personalizing one to one coaching to meet individual needs to cater to continuous self-development and stretching goal targets in terms of KYC, Sanction Regulatory compliance.
• Sanctions Compliance Oversight: Manage the FI's sanctions compliance program, ensuring adherence to domestic and international sanctions regulations (e.g., OFAC, EU, UN) and mitigating potential risks to the bank’s operations and reputation.
• Risk Assessment & Mitigation: Conduct risk assessments to identify and evaluate potential sanctions-related risks in customer relationships, transactions, and business activities.
• Transaction Screening: Oversee and monitor automated transaction screening systems to identify and investigate potential matches with sanction lists, ensuring timely and accurate disposition of alerts.
• Sanctions List Management: Regularly review and update the bank’s internal sanctions lists and systems to reflect updates in international sanction regimes.
• Policy Development & Implementation: Lead the creation, updating, and implementation of policies and procedures to ensure compliance with all relevant sanctions laws and regulations.
• Staff Training & Awareness: Design and deliver training programs for employees across the organization to raise awareness of sanctions compliance requirements and foster a culture of compliance.
• Investigation & Reporting: Investigate potential sanctions violations, preparing detailed reports for senior management and regulators, and coordinate responses to regulatory inquiries and audits.
• Collaboration with Regulatory Bodies: Liaise with internal legal, risk, and audit teams, as well as external regulatory bodies, ensuring prompt communication and reporting of any suspected sanctions violations.
• Sanctions Screening System Enhancement: Collaborate with IT and data analytics teams to enhance sanctions screening systems.
• Due Diligence on High-Risk Clients: Conduct enhanced due diligence (EDD) on high-risk clients and transactions to assess exposure to sanctioned entities, countries, and individuals.
• Transaction Monitoring and Investigation: Investigate and review flagged transactions for potential sanctions violations, ensuring appropriate action is taken in a timely manner.
• Reporting to Senior Management: Provide regular updates to senior management on sanctions compliance issues, trends, and any potential risks related to new or evolving sanctions regimes.
• KYC and KYB Program Management: Lead and manage the bank’s KYC and KYB processes, ensuring full compliance with relevant regulatory requirements (e.g., FATF, AML regulations, local laws) and internal policies.
• Customer and Business Onboarding: Oversee the end-to-end onboarding process for both individual customers and corporate clients, ensuring thorough due diligence and risk assessments are conducted to prevent financial crimes.
• Know Your Customer (KYC) Review: Review customer profiles, KYC documentation, and risk ratings, ensuring ongoing monitoring of customer activities to detect suspicious transactions and potential financial crimes.

Responsible for ensuring that PayPal implements the appropriate controls and monitoring to satisfy its obligations to the regulatory authorities and for ensuring that Anti Money Laundering regulations are adhered to and monitor account activity accordingly.

• Processing queue items with adherence to KYC and product knowledge.
• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal.
• Participate in initiatives to improve the client and account management process.