Hi, I’m
Ravneet Lamba
Middletown,DE
Overview
13
years of professional experience
1
Certification
Work History
Barclays Bank Delaware
VP Fraud Strategy Execution and Governance Lead
05.2022 - Current
Job overview
- Developed an end to end view of the fraud infrastructure and its impacts on fraud prevention authentication and customer experience. Identified gaps within fraud processes that result in customer complaints and Fraud losses.
- Escalate identified risks which may result in unacceptable fraud controls and losses. Identified and resolved a min of 5 risk evets, more than 30 ORAC issues and drove the solution and implementation with tech partners.
- Built the SI roadmap for 2023-2024 and initiated funding conversations, acquired 13m budget for the group and identified 1m funding for rewards fraud issue from external partners.
- Identified opportunities for enhanced capabilities such as Innovis and created a business case with a benefit case of 1M in ops savings to replace LXNX as a tool being used by ops agents.
- Provide support, including analysis, to various Strategic Fraud initiatives outlined by the business and Fraud Strategy leadership.
- Support stakeholder requests for deep dive analysis for strategy optimization, including cost saving and customer experience opportunities.
- Stood up the entire execution fraud strategies team by identifying major gaps within the organization i.eCX, Ops, Governance and Reporting to be able to streamline the Operating model.
- Owned the Contact strategy from fraud perspective and deployed 4 new non-mon SMS’s to enhance customer experience and improve fraud detection process.
- Liaison with internal CX teams to deploy better fraud strategies to improve digital and desktop experience.
- Completed analysis to identify that in 2022, Fraud complaints increased by 70% (vs 2021), and executed workstream to complete root cause analysis and reduce customer complaints driven by Fraud strategies.
- Implemented stakeholder requests for deep dive analysis for strategy optimization, including cost saving and customer experience opportunities.
- Closed a major Internal Fraud global ORAC issue opened by BIA and CCO and identified 30 new ORAC’s to bring the return to SAT status to satisfactory.
- Major focus on authentication opportunities such as Account take over gaps and improvised our rewards, BT’s and IDV processes.
- Executed through the development and admiration of the Fraud strategy US business roadmap.
Barclays Bank Delaware
Consumer Card Process Transformation Manager
11.2016 - 04.2022
Job overview
- Oversaw the development of internal tools designed specifically to streamline operations during periods of rapid change.
- Reduced operational costs by optimizing resource allocation and eliminating redundancies.
- Introduced data-driven decision-making processes throughout the organization, leading to more accurate forecasting and increased accountability.
- Developed innovative solutions with a focus on digital transformation, driving business growth and efficiency.
- Led cross-functional teams to successfully execute strategic initiatives, improving organizational performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
- Contributed to a US cards automation book with £795k annual capacity benefit across Payment, Care, Fraud and Collections Ops areas.
- Managed and built strategic 3-year roadmap for the org and maintained backlog for the team.
- Identified possible issue/pain point areas in back office and front office operations (Payments and Fraud area) for Automation technologies (e.g. RPA, web scraping, document scraping, Machine Learning/AI, NLP.
- Built process maps, customer journeys and requirements to ensure operational Transformation projects are implemented
Barclays Bank Delaware
SR. Marketing Implementation Analyst (TSYS)
11.2014 - 10.2016
Barclays Bank Delaware
Marketing Quality Assurance Analyst
12.2012 - 10.2014
Yes Hardsoft Solution Consultants
System Analyst
09.2011 - 11.2012
Education
Hult International Business SchoolCambridge, MA
Master Of Business Administration from International Business
08.2011
Skills
✓ IBM Blueworks- Process mapping
✓ Advanced in Microsoft Excel and PowerPoint
✓ Extensive knowledge of TSYS, Agent Portal and EVA
✓ Process Improvement/Transformation design
✓ Robotics- Blueprism knowledge
✓ Software proficiency
✓ Risk & Control Assessment and Evaluation
✓ Data analysis
Certification
Project Management Professional (PMP)
Timeline
VP Fraud Strategy Execution and Governance Lead
Barclays Bank Delaware
05.2022 - Current
Consumer Card Process Transformation Manager
Barclays Bank Delaware
11.2016 - 04.2022
SR. Marketing Implementation Analyst (TSYS)
Barclays Bank Delaware
11.2014 - 10.2016
Marketing Quality Assurance Analyst
Barclays Bank Delaware
12.2012 - 10.2014
System Analyst
Yes Hardsoft Solution Consultants
09.2011 - 11.2012
Hult International Business School
Master Of Business Administration from International Business
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