Shashi Nadaraja

A solutions-driven individual with experience in solving complex problems, working with cross-functional teams, and building project plans in Jira, Asana, and Microsoft office. Recently completed the Google Project Management Career Certificate- a rigorous hands-on program that covers traditional and Agile project management approaches throughout the life cycle of a project. Reliable and punctual Senior Risk Ops Analyst who's able to handle fast-paced operational work. Proven willingness to take on any task to support the team and help the business succeed. Offer strong management and leadership abilities. Dedicated fintech industry professional with demonstrated strengths in customer service, time management, and trend tracking. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals. I’ve been in the fintech industry for the past 5 years attached to Grab. Grab started as an e-hailing service provider and currently is southeast Asia's leading super app. Grab has ventured into numerous core business models such as technology, food delivery, grocery delivery, parcel delivery, e-commerce, and financial services.

• Main PIC for GrabPay and GrabFood merchant account audits

o Daily compliance with the minimum 98% SLA requirement.

o With minuscule TL supervision, performed task delegation and resource management for merchant onboarding audit to ensure all queues were cleared within 24 hours.

o Regular coaching of fellow team members to ensure 100% quality scores.

o Assisting team lead in planning and requesting essential XM Portal updates with the aid of the product team to ensure agents have the tools they need to accomplish their everyday duties.

o Collaborated with the XM product team to enhance BOLT's automation rate, which is close to 70% at present.

o Currently working with the product team to integrate OCR into BOLT profiles so that we may auto-approve LEGAL INDIVIDUAL MEX, which will lower the risk ops queue by 70-80% by the second quarter of 2023.

o Initiated a project to construct a comprehensive tableau dashboard for monitoring agent productivity and SLA for merchant investigation Zendesk tickets.

o Work closely with the sales ops team to ensure the first-time approval rate for merchants reached 90%

o Co-wrote the GrabPay merchant risk team SOP which is a guide to perform merchant accounts KYB audits.

o Created a Grab wiki page to track all SOP changes.

o Created a Grab wiki page to track all XM portal enhancement requests.

o Established a log to track all meetings and discussion relevant to the merchant risk onboarding process.

o Main speaker representing GrabPay risk ops team in merchant onboarding workshop organized by Regional Business Operations team. An initiative to streamline the merchant onboarding process.

o Co-wrote the SST (Sales Support) guidebook. A guide for the sales ops team and on-ground sales executives.

o Collaborated with the data analyst to create and improve the MRM dashboard for data tabulation and reporting. In accordance with the Risk Ops department's SLA policy, the dashboard monitors the number of audited merchant accounts and their associated audit statuses, as well as agent productivity and ageing data.

o Planned and distributed duties efficiently to guarantee that all backlogged merchant account audits are completed by the end of Q2 2019. Approximately 5000 accounts were backlogged in total.

• KYC audits and e-Tunai Rakyat Project

o Part of the team which set up the external vendor team for KYC audits (provided training & coaching on SOP and operational requirement).

o Assisted TL in working closely with vendor team leads & managers to ensure that they met all criteria as per their contract with Grab.

o Key member of the operational team for the e-Tunai Rakyat Project. Organized and coordinated work for 50 new team members (task delegation, worker documentation matters, system access &, etc)

o Worked closely with compliance & XM engineers to ensure all newbies are granted access to the relevant portal and tools.

o Conducted regular briefing for newbies regarding SOP & process changes throughout Project K period.

o Assisted TQA team on training for new joiners (set up training space & provide mentoring).

o Monitoring agent productivity and ensure proper reporting of data is done to managers daily through holistics and tableau reports.

o Worked closely with RIP team for the Project K fraud escalations (compiling fraudulent accounts, providing advice on audit perspective, trained newbies on shortlisting fraudulent accounts based on compliance guidelines).

o Assisted WFM on planning and arranging additional support (conduct briefing & managed team mates to provide support at First Avenue to coach external vendors based on project requirements).

o Mentoring external team members who were assisting in Project K audits.

o Provided Off site support in a marketing event for consumer on boarding (27/07/2019 - SS2 Durian event).

o Attended DMS (Dispute Management System) workshop with Touch & Go and Boost which was conducted by Fractal Analytics.

o Collaborated with the team lead of CE Financial to establish a dispute management procedure for Project K escalations.

o Assisted Project PIC & XM Portal product team in conducting product test for Project K.

o On-site KYC assistance for Kingdom City's fund-raising event in Singapore (26 May 2019). Served as an on-site KYC expert and facilitated a seamless payment experience for users. The total amount raised was roughly 100k+ SGD.

Google Project Management: Specialization