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R.

S Lakshmi

Mobile: +91-9810894876; Email: lakshmi_rs@rediffmail.com

Job Objective
Assignments in Operations Management / Process Management / BPR & BPI Initiatives with a high growth
oriented organisation, preferably in Banking or Financial Services or ITES sector
Brief Overview
Nearly 5 years of experience in the areas of Process Management & Improvement, Operations
Management, System Design, Testing & Implementation, Quality Assurance and Resource
Management in financial services industry.
Proficient at managing & leading teams for running successful process operations & experience of
developing systems, procedures, service standards for business excellence.
Holds the distinction of leading successful business process re-engineering initiatives and
implementation of business solutions within preset budgets and deadlines.
Strong analytical, communication & organisational skills with ability to transform business requirements
into technical specifications, analyze business practices and define optimal procedures or practices.
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Currently pursuing One Year Executive Program in Management (PGCPM) from IIM, Indore.

Areas of Expertise
Functional:
Monitoring the overall functioning of financial processes, identifying improvement areas and supporting
process improvements or technology enhancements to maximise customer satisfaction level.
Managing service operations for rendering and achieving quality services; providing first line customer
support by answering queries & resolving their issues, ensuring minimum TAT.
Preparing MIS reports & other statements with a view to apprise management of the process operations
and assist in critical decision-making process.
Recruiting workforce and monitoring their performance to ensure efficiency in process operations;
conducting need-based training programs to enhance their operational efficiency.
Technical:
Managing the design and implementation of software applications entailing:
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Requirement mapping and translating these requirements into functional specifications.


Application Design & Development
UAT involving setting up test environments, scripting, executing test cases and defect tracking
Quality Assurance and Compliance with pre-defined guidelines
Go Live and Post Implementation Support
Providing training to end users

Organisational Experience
GE Money (GE Capital Business Process Management Services P Ltd.), Gurgaon

Nov06 till date

As Assistant Manager Fraud Control


Leading a 10 member fraud control team for SBI (VISA Cards and Master Cards), the second largest
credit card issuers in India. Responsibilities include:
- Efficient management of fraud control processes with focus on TAT and quality.
- Reviewing the post-acquisition processes aimed at integration with fraud control processes.
- Minimising fraud losses to ensure compliance with the fraud loss budget.
- Generating MIS to provide information to clients and senior management.
- People Development with focus on quality, training and capacity planning aspects.
Highlights:
Instrumental role in spearheading process improvement initiative with a view to bring about changes in
FPR (Fraud Positive Ratio) calculation methods in consultation with the Global Decision Support team;
this resulted in better assessment of rule efficiency and alignment with GE global standards
Conceptualised and implemented 3 new rules based on analysis of current fraud trends and feedback
from the Risk Analytics team.

Successfully handled testing and implementation support for higher version of the Fraud Control
System (migration from Aristion to DMS).
Citigroup Global Services Ltd., Chennai (erstwhile eServe International Ltd.)
As Processing Officer Commercial Cards
Jul02 to Nov05
Responsible for managing business processes of UK corporate credit card operations of Citibank N.A.
entailing the following activities:
- Submitting daily/monthly reports to the client on volume & status of new card applications and
spend-analysis of corporate credit-card customers.
- Compiling compliance reports for submission to VISA association
- Carrying out UAT for system enhancements and new processes.
- Co-ordinating with the clients teams in UK, US and Poland for system & process related issues.
Managing Fraud-Guard System to provide 24X7 support in tracking and resolving potential fraud
cases; involved in
- Customizing the rules in the system on an on-going basis for customer-specific requirements.
- Designing various reports in the system to facilitate investigation of the pattern of frauds.
- Analysing fraud cases reported to make necessary changes in the system.
Highlights:
Core member of the team involved in the successful design & roll-out of Fraud Early Warning System
(Fraud-Guard) for UK corporate credit card operations of Citibank N.A.
Successfully handled the testing and conversion of credit cards from magnetic stripe to chip card.
Other Assignment
Worked for one year with Delhi Public School, Delhi & Noida as Chemistry Teacher
IT Skills
Applications
DBMS
Languages
Web-Developing Tools

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MS-Office
FoxPro
Basic, C, Visual Basic
HTML, Front Page

Education
B.Ed from Central Institute of Education, Delhi University.

2001

MSc (Chemistry) from Hansraj College, Delhi University.

2000

BSc (Chemistry Honours) from Sri Venkateshwara College, Delhi University.

1998

Other Qualifications
Advanced Diploma in Computer Applications from ET&T.
O Level Certification from DOEACC.
Personal Details
Contact Address
Date of Birth

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C-164, Kendriya Vihar, Sector 56, Gurgaon - 122 003.


28th February 1978