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Manjunath Mydukur Services Manager - Managed Services
 
Manjunath Mydukur's Profile
Manjunath Mydukur
Services Manager - Managed Services
Roamware Inc
confidential
confidential
Bangalore, India
Toostep 
Professional summary

Result oriented professional and people manager with ability to build and lead multi-functional teams successfully. Techno Functional experience in Telecom Operations spreading across operators and Data Clearance House with the core competencies in Process Management, Transition/Migration, Operations, Implementations, Customer service, 24/7 team management, escalation management, SLA & KPI, risk & fraud management.

 
Combining keen business acumen with strong Ethics, Communication & Interpersonal skills to positively contribute to the bottom line of the organization. Computer literate in business software applications, keeping up-to-date with changes on technology and the business implications of new technology.

Manjunath Mydukur's Experience
Current :

Services Manager, Roamware Inc
Telecom/ISP
India, Bangalore

Working from 2010

Current :

Services Manager, Roamware Inc
Telecom/ISP
India, Bangalore

Working from 2010

Previous :

Services Manager, Roamware India Pvt Ltd.
Bangalore.

Worked from 2010 to 2012

Brief summary :

in Telecom Operations spreading across operators and Data Clearance House with the core competencies in Process Management, Transition/Migration, Operations, Implementations, Customer service, 24/7 team management, escalation management, SLA and KPI, risk and fraud management. Combining keen business acumen with strong Ethics, Communication and Interpersonal skills to positively contribute to the bottom line of the organization. Computer literate in business software applications, keeping up-to-date with changes on technology and the business implications of new technology. Roamware India Pvt Ltd., Bangalore. Dec 2010 - Till date Services Manager - Carrier Services - Managed Services Roamware is a global leader in voice and data roaming solutions enhancing mobile roaming experience in more than 150 countries. Roamware has delivered highly innovative products to its clients spread across Telecom operators, banks and financial service providers. Responsibilities: Managing the services from Business perspective bringing in the ownership. Program Manage all new client launches. Business case validation to ensure revenue focus. Tracking $ 6 million revenue target for the year. Coordination with Engineering, implementation, Business, Product Management teams to ensure all the customer impacting issues are resolved on time. Continuous feedback to Product Management and Engineering for product enhancements. Resolution of all the service related issues to ensure revenues are on track. Service Management post client going live. Fine tuning of various configuration parameters to maximize traffic and maximize revenues with focus on achieving the revenue targets. Billing and invoicing management with focus on revenue maximization and target on gross margins. Partner engagement and management.

Previous :

Manager, MACH Teledata Systems Pvt Ltd
Bangalore.

Worked from 2007 to 2012

Brief summary :

in Telecom Operations spreading across operators and Data Clearance House. Experienced in process transition to India. Combining keen business acumen with Strong ethics to positively contribute to the bottom line of the organization. Computer literate in business software applications, keeping up-to-date with changes on technology and the business implications of new technology. Experience MACH Teledata Systems Pvt Ltd, Bangalore. April 2007 - Till date Manager - Operations Mach is the global organization with headquartered at Luxembourg and having offices spread across the world in 13 locations. Mach is the leader in the Roaming connectivity industry with over 600 customers as their clients. It offers an array of products across various technologies like GSM, CDMA, and WiMAX and various file streams like TAP and NRTRDE. Departments Handled: Client Support 24/7, End2End 24/7, NRTRDE 24/7 and Fraud Analytics (Global Roaming Fraud detection Center) 24/7 Responsibilities: Client support 24/7 Operations Knowledge and process migration from Europe to India - twice on site training and work Built NRTRDE and FRAUD 24/7 Global competency teams here in India from base level. NRTRDE Client Implementations Recruitment Perform Training SOP and SOW documentation and adherence. Performance management and Quality. Client Support 24/7 Between July 2007 and Dec 2008 This is the 1st point of contact for all Non - Clients of MACH who are in constant interaction with each other. These are other clearance houses similar to MACH. Interaction primarily through emails. This is the 1st point of contact for all MACH clients to call and register their complaints. Works as the backend support team during out of office hours for all the other Offices of MACH. TAP file creation monitoring and query resolution. No of Non clients: 8-10 No of Clients: 600+ End2End 24/7 - Mobile Messaging Hub Between Sept 2007 and Dec 2008 Recruitment, training and process roll out. Shift hand over to colleagues at Germany along with the logs. Adherence to Client communication SLAs by responding to client queries on time. No of clients handled: 8 Near Real Time Roaming Data Exchange (NRTRDE) Between April 2007 and Dec 2008 About the Process: To transfer a file from Visitor location to Home location within 4 hours. Mach has an SLA of maximum 2 hours to process, rate the file and deliver to the client. Errors to be corrected, records to be recycled, files to be created in correct version and sent to the client. Contact the client in case of error for resending the files. This data is transferred to all the clients who internally feed the data directly into their Fraud Management Systems. This data is also fed into the Fraud Analytical tool for the analysts to detect frauds. No of Active clients at Mach: 350+ My Role: Set up the team from the base level. Recruited the people with the right skill set. Underwent training at the European Headquarters rigorously for close to month and half. Process transition done with proper Transition plan and with in the budgeted timelines and cost. Coordinated with the development for right feedback to ensure betterment of the product. I have implemented NRTRDE solutions for most of the Indian Telecom Operators. Defined Indian teams responsibilities, KPIs, SLAs. Defined communication standards (both Client and Non Client), trained team on various aspects. Transferred the knowledge to the rest of the team members post training. Ensured process updations on right time so that team members can perform and meet KPIs. To manage the operations team which is the 1st point contact for all the clients of MACH for NRTRDE services and issues. Part of 2nd level world wide team for client communication, escalations and emergencies. Contact the clients in advance incase of system downtimes to ensure minimum liabilities. To handle all escalations 24/7 and ensure client is responded with in the time lines. Fraud Analytics Between April 2007 till date About the process: To identify frauds happening in the International Roaming networks. To ensure the data is rightly fed into the system. To ensure the feed files are not struck in any of the systems and are reprocessed successfully. To ensure the cases are getting generated in the tool for the analysts to work on. Fraud case identification with in 4 hours of generations and reporting with in another 4 hours of case identification. Total of 8 hours to identify and report which is the SLA with the clients. Handling both First Level and Second Level responsibilities. Matching of fraud fingerprints across all networks around the world to ensure we identify the fraud fast and reduce the loss to the operator by timely intimation. No of active clients: 50 My role: Underwent training in Europe. I have rolled out the entire Indian operation for Fraud. Recruited experienced Fraud Analysts. Implemented fraud solutions for various clients and took them live in the network. Defined Process and metrics. Responsible for maintaining a proper client interaction and reporting. Process Adherence. Knowledge and Process updations for better operational efficiency to be provided on regular basis to the team members. Detailed Transaction monitoring of each generated case clearly defined with all the check lists. Fraud Intelligence- Information gathering and distribution. SLA and SOW adherence and process improvements. Review of various rules/parameters/information and their output to the desired levels. Ensure BCP runs every time and the process and work in unaffected. Optimised team productivity. Part of 2nd level world wide team for client communication, escalations and emergencies. Softwares used: Database: Oracle, SQL Server side:

Previous :

Manager, MACH Teledata Systems Pvt Ltd
Bangalore.

Worked from 2007 to 2011

Brief summary :

in Telecom Operations spreading across operators and Data Clearance House. Experienced in process transition to India. Combining keen business acumen with Strong ethics to positively contribute to the bottom line of the organization. Computer literate in business software applications, keeping up-to-date with changes on technology and the business implications of new technology. Experience MACH Teledata Systems Pvt Ltd, Bangalore. April 2007 - Till date Manager - Operations Mach is the global organization headquartered at Luxembourg and offices spread across the world in 13 locations. Mach is the leader in the Roaming connectivity industry with over 600 customers as their clients. It offers an array of products across various technologies like GSM, CDMA, and WiMAX and various file streams like TAP and NRTRDE. Departments Handled: Client Support 24/7, End2End, NRTRDE and Fraud Analytics (Global Roaming Fraud detection Center) 24/7 operations Responsibilities: Client support 24/7 Operations Knowledge and process migration from Europe to India - twice on site training and work Built NRTRDE and FRAUD 24/7 Global competency teams here in India from base level. NRTRDE Client Implementations Recruitment Training SOP and SOW documentation and adherence. Performance management and Quality. Client Support 24/7 Between July 2007 and Dec 2008 This is the 1st point of contact for all Non - Clients of MACH who are in constant interaction with each other. These are other clearance houses similar to MACH. Interaction primarily through emails. This is the 1st point of contact for all MACH clients to call and register their complaints. Works as the backend support team during out of office hours for all the other Offices of MACH. TAP file creation monitoring and query resolution. Handle RAP in disputes. No of Non clients: 8-10 No of Clients: 600+ End2End 24/7 - Mobile Messaging Hub Between Sept 2007 and Dec 2008 Training and process roll out. Shift hand over to colleagues at Germany along with the logs. Adherence to Client communication SLAs by responding to client queries on time. No of clients handled: 8 Near Real Time Roaming Data Exchange (NRTRDE) From April 2007 till Dec 2008 About the Process: To provide the call details of all the customers roaming in various countries to the Home operator within 4 hours of call origination by transferring the file from Visitor to Home location. This data is transferred to all the clients who internally feed the data directly into their Fraud Management Systems. Mach has an SLA of maximum 2 hours to process, rate the file and deliver to the client. Errors raised during the processing to be corrected, records to be recycled, files to be created in correct version and sent to the client. Contact the client in case of error for resending the files. This data is also fed into the Fraud Analytical tool for the analysts to detect frauds. No of Active clients at Mach: 350+ My Role: Set up the team from the base level. Recruited the people with the right skill set. Underwent training at the European Headquarters rigorously for close to month and half. Process transition done with proper Transition plan and with in the budgeted timelines and cost. Coordinated with the development for right feedback to ensure betterment of the product. Requirement gathering done and inputs given to Development for delivering the solution to the client. Client reporting done on the progress of the implementation of solution. I have implemented NRTRDE solutions for most of the Indian Telecom Operators. Defined Indian teams responsibilities, KPIs, SLAs. Defined communication standards (both Client and Non Client), trained team on various aspects. Transferred the knowledge to the rest of the team members post training. Ensured process updations on right time so that team members can perform and meet KPIs. To manage the operations team which is the 1st point contact for all the clients of MACH for NRTRDE services and issues. Part of 2nd level world wide team for client communication, escalations and emergencies. Contact the clients in advance incase of system downtimes to ensure minimum liabilities. To handle all escalations 24/7 and ensure client is responded with in the time lines. Fraud Analytics Between April 2007 till date About the process: To identify frauds happening in the International Roaming networks. To ensure the data is rightly fed into the system. To ensure the feed files are not struck in any of the systems and are reprocessed successfully. To ensure the cases are getting generated in the tool for the analysts to work on. Fraud case identification with in 4 hours of generations and reporting with in another 4 hours of case identification. Total of 8 hours to identify and report which is the SLA with the clients. Handling both First Level and Second Level responsibilities. Matching of fraud fingerprints across all networks around the world to ensure we identify the fraud fast and reduce the loss to the operator by timely intimation. No of active clients: 75 My role: Underwent training in Europe. I have rolled out the entire Indian operation for Fraud. Recruited experienced Fraud Analysts. Implemented fraud solutions for various clients and took them live in the network. Defined Process and metrics. Responsible for maintaining a proper client interaction and reporting. Process Adherence. Knowledge and Process updations for better operational efficiency to be provided on regular basis to the team members. Detailed Transaction monitoring of each generated case clearly defined with all the check lists. Fraud Intelligence- Information gathering and distribution. SLA and SOW adherence and process improvements. Review of various rules/parameters/information and their output to the desired levels. Some of the fraud categories identified are: International Revenue Share Fraud(IRSF), cloning, SMS, GPRS etc. Ensure BCP runs every time and the process and work in unaffected. Optimised team productivity. Part of 2nd level world wide team for client communication, escalations and emergencies. Softwares used: Database: Oracle, SQL Server side:

Previous :

Cust. Service Manager, MACH
Telecom/ISP
India, Bangalore

Worked from 2007 to 2010

Brief summary :

Departments Handled: Client Support 24/7, End2End, NRTRDE and Fraud Analytics (Global Roaming Fraud detection Center) 24/7 operations

Responsibilities:

  • Client support 24/7 Operations
  • Knowledge and process migration from Europe to India
  • Built Near Real Time Roaming Data Exchange(NRTRDE) and FRAUD Analytics 24/7 Global competency teams here in India from base level.
  • NRTRDE Client Implementations
  • Recruitment & Training
  • SOP and SOW documentation and adherence.
  • Performance management and Quality.
  • SLA & KPI definition & adherence
  • Operations Management including BCP
  • Defined Indian team responsibilities
  • Escalation Management

Previous :

Cust. Service Manager, MACH
Telecom/ISP
India, Bangalore

Worked from 2007 to 2010

Brief summary :

Departments Handled: Client Support 24/7, End2End, NRTRDE and Fraud Analytics (Global Roaming Fraud detection Center) 24/7 operations

Responsibilities:

  • Client support 24/7 Operations
  • Knowledge and process migration from Europe to India
  • Built Near Real Time Roaming Data Exchange(NRTRDE) and FRAUD Analytics 24/7 Global competency teams here in India from base level.
  • NRTRDE Client Implementations
  • Recruitment & Training
  • SOP and SOW documentation and adherence.
  • Performance management and Quality.
  • SLA & KPI definition & adherence
  • Operations Management including BCP
  • Defined Indian team responsibilities
  • Escalation Management

Previous :

Manager, MACH Teledata Systems Pvt Ltd
Bangalore.

Worked from 2007 to 2010

Brief summary :

To facilitate and ensure 24/7 support for the clients with the help of NOC. MACH Teledata Systems Pvt Ltd, Bangalore. April 2007 - Dec 2010 Manager - Customer Service Mach is the global organization headquartered at Luxembourg and offices spread across the world in 13 locations. Mach is the leader in the Roaming connectivity industry with over 600 customers as their clients. It offers an array of products across various technologies like GSM, CDMA, and WiMAX and various file streams like TAP and NRTRDE. Departments Handled: Client Support 24/7, End2End, NRTRDE and Fraud Analytics (Global Roaming Fraud detection Center) 24/7 operations Responsibilities: Client support 24/7 Operations Knowledge and process migration from Europe to India - twice on site training and work Built NRTRDE and FRAUD 24/7 Global competency teams here in India from base level. NRTRDE Client Implementations with a role of Business Analyst Recruitment Training SOP and SOW documentation and adherence. Performance management and Quality. Operations Management SLA monitoring and adherence Client Support 24/7 July 2007 to Dec 2008 This is the 1st point of contact for all Non - Clients of MACH who are in constant interaction with each other. These are other clearance houses similar to MACH. Interaction primarily through emails. This is the 1st point of contact for all MACH clients to call and register their complaints. Works as the backend support team during out of office hours for all the other Offices of MACH. TAP file creation monitoring and query resolution. Handle RAP in disputes. No of Non clients: 8-10 No of Clients: 600+ End2End 24/7 - Mobile Messaging Hub Sept 2007 to Dec 2008 Training and process roll out. Shift hand over to colleagues at Germany along with the logs. Adherence to Client communication SLAs by responding to client queries on time. No of clients handled: 8 Near Real Time Roaming Data Exchange (NRTRDE) From April 2007 till Dec 2008 About the Process: To provide the call details of all the customers roaming in various countries to the Home operator within 4 hours of call origination by transferring the file from Visitor to Home location. This data is transferred to all the clients who internally feed the data directly into their Fraud Management Systems. Mach has an SLA of maximum 2 hours to process, rate the file and deliver to the client. Errors raised during the processing to be corrected, records to be recycled, files to be created in correct version and sent to the client. Contact the client in case of error for resending the files. This data is also fed into the Fraud Analytical tool for the analysts to detect frauds. No of Active clients at Mach: 350+ My Role: Set up the team from the base level. Recruited the people with the right skill set. Underwent training at the European Headquarters rigorously for close to month and half. Process transition done with proper Transition plan and with in the budgeted timelines and cost. Coordinated with the development for right feedback to ensure betterment of the product. Requirement gathering done and inputs given to Development for delivering the solution to the client. Client reporting done on the progress of the implementation of solution. I have implemented NRTRDE solutions for most of the Indian Telecom Operators. Defined Indian teams responsibilities, KPIs, SLAs. Defined communication standards (both Client and Non Client), trained team on various aspects. Transferred the knowledge to the rest of the team members post training. Ensured process updations on right time so that team members can perform and meet KPIs. To manage the operations team which is the 1st point contact for all the clients of MACH for NRTRDE services and issues. Part of 2nd level worldwide team for client/non-client communication, escalations and emergencies. Contact the clients in advance incase of system downtimes to ensure minimum liabilities. To handle all escalations 24/7 and ensure client is responded with in the time lines. Fraud Analytics From April 2007 to Dec 2010 About the process: To identify frauds happening in the International Roaming networks. To ensure the data is rightly fed into the system. To ensure the feed files are not struck in any of the systems and are reprocessed successfully. To ensure the cases are getting generated in the tool for the analysts to work on. Fraud case identification with in 4 hours of generations and reporting with in another 4 hours of case identification. Total of 8 hours to identify and report which is the SLA with the clients. Handling both First Level and Second Level responsibilities. Matching of fraud fingerprints across all networks around the world to ensure we identify the fraud fast and reduce the loss to the operator by timely intimation. No of active clients: 75 My role: Underwent training in Europe. I have rolled out the entire Indian operation for Fraud. Recruited experienced Fraud Analysts. Implemented fraud solutions for various clients and took them live in the network. Defined Process and metrics. Responsible for maintaining a proper client interaction and reporting. Process Adherence. Operations Management Knowledge and Process updations for better operational efficiency to be provided on regular basis to the team members. Detailed Transaction monitoring of each generated case clearly defined with all the check lists. Fraud Intelligence- Information gathering and distribution. SLA and SOW adherence and process improvements. Definition of Rules and Thresholds. Periodic review of various rules/parameters/information and their output to the desired levels. Uploading the Fraudulent nos as Hot list for faster identification. Some of the fraud categories identified are: International Revenue Share Fraud(IRSF), cloning, SMS, GPRS, call selling, Roaming usage abuse on TAP, Hosted Fraud, PRS, etc. To Ensure BCP runs every time and the process and work in unaffected. Optimised team productivity. Part of 2nd level world wide team for client communication, escalations and emergencies. Softwares used: Database: Oracle, SQL Server side: UNIX, In house applications for data transfer,

Previous :

Manager, ICICI Bank Ltd
Bangalore.

Worked from 2006 to 2007

Brief summary :

UNIX, In house applications for data transfer, Fair Issac Fraud Analytics Express for Fraud Investigations, MS-Office applications ICICI Bank Ltd, Bangalore. September 25th 2006 - April 2007 Collections ICICI Bank is the second largest bank in India with branches across India. Role: Manager - Collections (Small Ticket Personal Loans) Responsibilities: Reduction of receipt/internal fraud. To ensure Coordination with the operations for all the processes. Education of the front end on the Collection process and the waiver mechanism. SOP adherence and process corrections. Recruitment of Agencies for collection. To ensure all the Skip cases are thoroughly investigated with the help of credit and are allocated to the skip agencies. To ensure all the bills submitted by the vendors/agencies are thoroughly checked before authenticating. To reduce the flows to higher buckets thus reduction in Bad debts. Imparting training to the newly recruited agencies and adhering to the standards defined. To ensure NCL (Net Credit Loss) is well with in the National standards. Tata Teleservices Limited, Bangalore. September 2004 - September 2006 Credit and Risk Management Tata Teleservices ltd. is telecom operator providing services based on CDMA technology across the country. The products include Mobile, Fixed lines both wire line and wireless, Broadband services, PRI, BRI and Internet. Role: Sr.Executive Functions handled: Credit Risk and Debt Management Responsibilities: Risk Monitoring (Fraud and Usage Monitoring) Designed, Developed and Executed the Credit Monitoring Process for Karnataka Circle. SOP adherence and process corrections. To evaluate the Process flow regularly and systematically and provided consolidated status reports to the management. Reviewing the parameters defined and their output to the desired levels. Analysis of the Business rules on regular basis and to realign the process accordingly. Development of Credit Scoring Model for Karnataka circle. Responsible for monitoring the usage and payment patterns of the customers and to investigate a possible link to the earlier frauds committed. Field verification of all the suspected Call Distribution cases. To take timely action to mitigate risk arises out of various events in FMS. Designed, developed and implemented Usage Monitoring program in MS Access. To ensure none of the customers cross the defined thresholds. Handling the activity of revising the Credit rating and Credit limits for the subscribers To ensure the error % to be less than 1%. Reactivation SLA Adherence and Process Quality adherence. Debt Management - Dunning Payment updation as per TAT. Reconciliation to ensure accurate billing Barr or suspend customers for non payment. Reactivations with SLA. Communication with support teams and collections. Achievements: Received Level 1 award for implementing Fraud Management Process for Karnataka Circle in 2005. Received Level 1 award for setting up an effective complaint resolution process for Usage Monitoring and minimizing of escalations. Areas of Exposure: Credit Verification, Collections. Team Size: 15 No of Agencies: 1 Software in use: Oracle CRM, Subex - Ranger, MS Access, Metasolv, Arbor. BHARTI CELLULAR LTD (AIRTEL), Chennai. Dec 2003 till Aug 2004 Fraud Management System. (FMS) Bharti Telecom is the Leading Telecom service provider in the country and Bharti cellular ltd is the Cellular wing, which is providing cellular services in 23 circles. The Fraud monitoring and control activity is based in Chennai for the entire South Hub comprising of Chennai, Tamilnadu and Kerala Circles. Role: Senior Executive Responsibilities: Defining Business requirements to the implementation team. Participate in UAT. Define Work logic and process flow. Prepare and provide Dashboards and MIS to management. Monitor defaulters entering into network by false identity for all the3 circles. Providing ground inputs to the corporate team for defining thresholds. Fraudulent Usage monitoring. Roaming usage monitoring both Post paid and Prepaid. Responsible for analysis of the Calling pattern of the Suspected Fraud Cases and provide the data to the management for appropriate action. Achievements: Developed and Implemented a Lean Six Sigma Project on the integration of customer contact information for Collection and Fraud Management system. Team Size: 3 Other Areas of Exposure: Exposure/Bill Return/Activations/Logins IDEA CELLULAR LTD, Hyderabad. 2002 and 2003 Credit and Risk Management (CRM) Idea Cellular Ltd. is the cellular Operator providing the telecom services in the Country with presence in seven States. Role: Officer Responsibilities: Responsible for Designing, Development and Implementation of the Exposure monitoring program. Responsible for providing the Data and Guidance to be given to the Team Members. Responsible for revision of Credit ratings and Credit Limits for the Entire Subscriber Base of Andhra Pradesh. Responsible for monitoring the Hot Listed Numbers and Equipments ids under FMS (Ranger). Responsible for monitoring the Roaming Usage of the Subscribers by processing the TAP Files. Team size: 5

Previous :

Manager, ICICI Bank Ltd
Bangalore.

Worked from 2006 to 2007

Brief summary :

UNIX, In house applications for data transfer, Fair Issac Fraud Analytics Express for Fraud Investigations, MS-Office applications ICICI Bank Ltd, Bangalore. September 25th 2006 - April 2007 Collections ICICI Bank is the second largest bank in India with branches across India. Role: Manager - Collections (Small Ticket Personal Loans) Responsibilities: Reduction of receipt/internal fraud. To ensure Coordination with the operations for all the processes. Education of the front end on the Collection process and the waiver mechanism. SOP adherence and process corrections. Recruitment of Agencies for collection. To ensure all the Skip cases are thoroughly investigated with the help of credit and are allocated to the skip agencies. To ensure all the bills submitted by the vendors/agencies are thoroughly checked before authenticating. To reduce the flows to higher buckets thus reduction in Bad debts. Imparting training to the newly recruited agencies and adhering to the standards defined. To ensure NCL (Net Credit Loss) is well with in the National standards. Tata Teleservices Limited, Bangalore. September 2004 - September 2006 Credit and Risk Management Tata Teleservices ltd. is telecom operator providing services based on CDMA technology across the country. The products include Mobile, Fixed lines both wire line and wireless, Broadband services, PRI, BRI and Internet. Role: Sr.Executive Functions handled: Credit Risk and Debt Management Responsibilities: Risk Monitoring (Fraud and Usage Monitoring) Designed, Developed and Executed the Credit Monitoring Process for Karnataka Circle. SOP adherence and process corrections. To evaluate the Process flow regularly and systematically and provided consolidated status reports to the management. Reviewing the parameters defined and their output to the desired levels. Analysis of the Business rules on regular basis and to realign the process accordingly. Development of Credit Scoring Model for Karnataka circle. Responsible for monitoring the usage and payment patterns of the customers and to investigate a possible link to the earlier frauds committed. Field verification of all the suspected Call Distribution cases. To take timely action to mitigate risk arises out of various events in FMS. Designed, developed and implemented Usage Monitoring program in MS Access. To ensure none of the customers cross the defined thresholds. Handling the activity of revising the Credit rating and Credit limits for the subscribers To ensure the error % to be less than 1%. Reactivation SLA Adherence and Process Quality adherence. Debt Management - Dunning Payment updation as per TAT. Reconciliation to ensure accurate billing Barr or suspend customers for non payment. Reactivations with SLA. Communication with support teams and collections. Achievements: Received Level 1 award for implementing Fraud Management Process for Karnataka Circle in 2005. Received Level 1 award for setting up an effective complaint resolution process for Usage Monitoring and minimizing of escalations. Areas of Exposure: Credit Verification, Collections. Team Size: 15 No of Agencies: 1 Software in use: Oracle CRM, Subex - Ranger, MS Access, Metasolv, Arbor. BHARTI CELLULAR LTD (AIRTEL), Chennai. Dec 2003 till Aug 2004 Fraud Management System. (FMS) Bharti Telecom is the Leading Telecom service provider in the country and Bharti cellular ltd is the Cellular wing, which is providing cellular services in 23 circles. The Fraud monitoring and control activity is based in Chennai for the entire South Hub comprising of Chennai, Tamilnadu and Kerala Circles. Role: Senior Executive Responsibilities: Defining Business requirements to the implementation team. Participate in UAT. Define Work logic and process flow. Prepare and provide Dashboards and MIS to management. Monitor defaulters entering into network by false identity for all the3 circles. Providing ground inputs to the corporate team for defining thresholds. Fraudulent Usage monitoring. Roaming usage monitoring both Post paid and Prepaid. Responsible for analysis of the Calling pattern of the Suspected Fraud Cases and provide the data to the management for appropriate action. Achievements: Developed and Implemented a Lean Six Sigma Project on the integration of customer contact information for Collection and Fraud Management system. Team Size: 3 Other Areas of Exposure: Exposure/Bill Return/Activations/Logins IDEA CELLULAR LTD, Hyderabad. 2002 and 2003 Credit and Risk Management (CRM) Idea Cellular Ltd. is the cellular Operator providing the telecom services in the Country with presence in seven States. Role: Officer Responsibilities: Responsible for Designing, Development and Implementation of the Exposure monitoring program. Responsible for providing the Data and Guidance to be given to the Team Members. Responsible for revision of Credit ratings and Credit Limits for the Entire Subscriber Base of Andhra Pradesh. Responsible for monitoring the Hot Listed Numbers and Equipments ids under FMS (Ranger). Responsible for monitoring the Roaming Usage of the Subscribers by processing the TAP Files. Team size: 5

Previous :

Manager collections, ICICI Bank
Banking
India, Bangalore

Worked from 2006 to 2007

Brief summary :

è   Reduction of receipt/internal fraud.

è   To ensure Coordination with the operations for all the processes.

è   Education of the front end on the Collection process and the waiver mechanism.

   è SOP adherence and process corrections.

è   Recruitment of Agencies for collection.

è   To ensure all the Skip cases are thoroughly investigated with the help of credit and are allocated to the skip agencies.

è   To ensure all the bills submitted by the vendors/agencies are thoroughly checked before authenticating.

è   To reduce the flows to higher buckets thus reduction in Bad debts.

è   Imparting training to the newly recruited agencies and adhering to the standards defined.

è   To ensure NCL (Net Credit Loss) is well with in the National standards.

 

Previous :

Manager collections, ICICI Bank
Banking
India, Bangalore

Worked from 2006 to 2007

Brief summary :

è   Reduction of receipt/internal fraud.

è   To ensure Coordination with the operations for all the processes.

è   Education of the front end on the Collection process and the waiver mechanism.

   è SOP adherence and process corrections.

è   Recruitment of Agencies for collection.

è   To ensure all the Skip cases are thoroughly investigated with the help of credit and are allocated to the skip agencies.

è   To ensure all the bills submitted by the vendors/agencies are thoroughly checked before authenticating.

è   To reduce the flows to higher buckets thus reduction in Bad debts.

è   Imparting training to the newly recruited agencies and adhering to the standards defined.

è   To ensure NCL (Net Credit Loss) is well with in the National standards.

 

Previous :

Manager, ICICI Bank
Bangalore

Worked from 2006 to 2007

Brief summary :

Fair Issac Fraud Analytics Express for Fraud Investigations, MS-Office applications Earlier Assignments Sept2006 - Apr2007 ICICI Bank, Bangalore as Manager - Collections STPL portfolio Reduction of receipt and agency fraud. To coordinate with the operations team for closure of all the issues. Recruitment of the agencies by performing validating their credit worthiness. To ensure all the skip cases are thoroughly investigated with the help of credit authorities.

Previous :

Senior Executive, Tata Teleservices Ltd
Telecom/ISP
India, Bangalore

Worked from 2004 to 2006

Brief summary :

Risk Monitoring (Fraud & Usage Monitoring)

è Designed, Developed and Executed the Credit Monitoring Process for Karnataka Circle.

è   Reviewing the parameters defined and their output to the desired levels.

 

è   Responsible for monitoring the usage and payment patterns of the customers and to investigate a possible link to the earlier frauds committed.

è   To take timely action to mitigate risk arises out of various events in FMS.

è   Handling the activity of revising the Credit rating and Credit limits for the subscribers

Debt Management – Dunning

è Payment updation and reactivation as per TAT/SLA.

è Reconciliation to ensure accurate billing

è Barr or suspend customers for non payment.

 

 

Previous :

Senior Executive, Tata Teleservices Ltd
Telecom/ISP
India, Bangalore

Worked from 2004 to 2006

Brief summary :

Risk Monitoring (Fraud & Usage Monitoring)

è Designed, Developed and Executed the Credit Monitoring Process for Karnataka Circle.

è   Reviewing the parameters defined and their output to the desired levels.

 

è   Responsible for monitoring the usage and payment patterns of the customers and to investigate a possible link to the earlier frauds committed.

è   To take timely action to mitigate risk arises out of various events in FMS.

è   Handling the activity of revising the Credit rating and Credit limits for the subscribers

Debt Management – Dunning

è Payment updation and reactivation as per TAT/SLA.

è Reconciliation to ensure accurate billing

è Barr or suspend customers for non payment.

 

 

Previous :

Sr. Executive, Tata Teleservice Ltd
Bangalore

Worked from 2004 to 2006

Brief summary :

Vendor management. To ensure NCL is within the National Standards. Sept2004 - Sept2006 Tata Teleservice Ltd, Bangalore as Sr. Executive-Credit and Risk Mgmt Launched and driven Credit risk Monitoring process for Karnataka Developed credit scoring model for the KA base and fixed the credit limits and do a periodic revision based on the credibility and behavior. Analysis of business rules on regular basis for realignment in line with market conditions. Communication to all the stake holders on revision of the policies to ensure clarity. Coordinate with the front and back end team for faster resolution of all the issues. Launched and driven Fraud Management Process for Karnataka using Subex Ranger

Previous :

Senior Executive, Bharti Airtel
Telecom/ISP
India, Chennai

Worked from 2003 to 2004

Brief summary :

è Defining Business requirements to the implementation team.

è Participate in UAT.

è   Define Work logic and process flow.

è   Prepare and provide Dashboards and MIS to management.

è   Monitor defaulters entering into network by false identity for all the3 circles.

è   Providing ground inputs to the corporate team for defining thresholds.

è   Fraudulent Usage monitoring.

è   Roaming usage monitoring both Post paid and Prepaid.

è   Responsible for analysis of the Calling pattern of the Suspected Fraud Cases and provide the data to the management for appropriate action.

Previous :

Senior Executive, Bharti Airtel
Telecom/ISP
India, Chennai

Worked from 2003 to 2004

Brief summary :

è Defining Business requirements to the implementation team.

è Participate in UAT.

è   Define Work logic and process flow.

è   Prepare and provide Dashboards and MIS to management.

è   Monitor defaulters entering into network by false identity for all the3 circles.

è   Providing ground inputs to the corporate team for defining thresholds.

è   Fraudulent Usage monitoring.

è   Roaming usage monitoring both Post paid and Prepaid.

è   Responsible for analysis of the Calling pattern of the Suspected Fraud Cases and provide the data to the management for appropriate action.

Previous :

Sr. Executive, Bharti Cellular Ltd
Chennai

Worked from 2003 to 2004

Brief summary :

Handled Debt/Dunning Management for optimum collections. Some of the frauds handled are call selling/cloning/dealer/usage abuse/subscription. Dec2003 -Aug2004 Bharti Cellular Ltd(Airtel), Chennai as Sr. Executive - Fraud Mgmt Part of Launch team handling 3 circles Fraud Management department Application used is Subex Ranger. Participated in UAT in the launch phase at the circle level to validate the business rules. Roaming usage monitoring. Some of the frauds handled are Call selling(GSM gateway)/ISD abuse/subscription Feb2002-Nov2003 Idea Cellular Ltd, Hyderabad as Officer- Credit and Risk Mgmt Designed, developed and implemented Credit risk monitoring program. Launched Fraud Monitoring activity for AP circle using Subex Ranger. Defined Rules/Thresholds, Events, hot list and groups in the FMS application for business rule application. Some of the frauds monitored Subscription/Call selling/usage abuse including roaming abuse. From 2000-2001 JVR Infotech, Hyderabad as Software Programmer From 1999-2000 ComTec India Ltd, Hyderabad as Consultant From 1995-1997 Merbanc Financial Services Ltd, Vijayawada as Secretary.

Previous :

Officer Risk, Idea Cellular
Telecom/ISP
India, Hyderabad

Worked from 2002 to 2003

Brief summary :

è  Responsible for Designing, Development and Implementation of the Exposure monitoring program.

è  Responsible for providing the Data and Guidance to be given to the Team Members.

è   Responsible for revision of Credit ratings and Credit Limits for the Entire Subscriber Base of Andhra Pradesh.

è  Responsible for monitoring the Hot Listed Numbers and Equipments ids under FMS (Ranger).

è   Responsible for monitoring the Roaming Usage of the Subscribers by processing the TAP Files.

Previous :

Officer Risk, Idea Cellular
Telecom/ISP
India, Hyderabad

Worked from 2002 to 2003

Brief summary :

è  Responsible for Designing, Development and Implementation of the Exposure monitoring program.

è  Responsible for providing the Data and Guidance to be given to the Team Members.

è   Responsible for revision of Credit ratings and Credit Limits for the Entire Subscriber Base of Andhra Pradesh.

è  Responsible for monitoring the Hot Listed Numbers and Equipments ids under FMS (Ranger).

è   Responsible for monitoring the Roaming Usage of the Subscribers by processing the TAP Files.

Previous :

Consultant, COMTEC INDIA LTD
Hyderabad.

Worked from 2000 to 2001

Brief summary :

Other Areas of Exposure: Bill Returns/Logins/Collections/Activations COMTEC INDIA LTD, Hyderabad. From 2000 To 2001 Consultant

Previous :

Consultant, COMTEC INDIA LTD
Hyderabad.

Worked from 2000 to 2001

Brief summary :

Other Areas of Exposure: Bill Returns/Logins/Collections/Activations COMTEC INDIA LTD, Hyderabad. From 2000 To 2001 Consultant

Previous :

Consultant, Comtec
IT Services
India, Hyderabad

Worked from 2000 to 2001

Brief summary :

Capturing of user requirements, development of front end screens:

Previous :

Consultant, Comtec
IT Services
India, Hyderabad

Worked from 2000 to 2001

Brief summary :

Capturing of user requirements, development of front end screens:

Previous :

Software Programmer, COMTEC INDIA LTD
Hyderabad.

Worked from 1999 to 2000

Brief summary :

COMTEC INDIA LTD is an organization involved in software Education and Development. Responsibilities include Capturing of user requirements, development of front end screens: JVR INFOTECH, Hyderabad. From 1999 To 2000 Software Programmer JVR INFOTECH is an organization involved in sales and service of Computer peripherals. It Diversified Into software in the mid of 1999 and as a part of restructuring the software division was closed in the Month of June 2000. I was associated with software division. Role: Team Member Responsibilities include Capturing of user requirements, development of front end screens

Previous :

Software Programmer, COMTEC INDIA LTD
Hyderabad.

Worked from 1999 to 2000

Brief summary :

COMTEC INDIA LTD is an organization involved in software Education and Development. Responsibilities include Capturing of user requirements, development of front end screens: JVR INFOTECH, Hyderabad. From 1999 To 2000 Software Programmer JVR INFOTECH is an organization involved in sales and service of Computer peripherals. It Diversified Into software in the mid of 1999 and as a part of restructuring the software division was closed in the Month of June 2000. I was associated with software division. Role: Team Member Responsibilities include Capturing of user requirements, development of front end screens

Previous :

Developer, MERBANC FINANCIAL SERVICES LTD

Worked from 1995 to 1997

Brief summary :

Software Used: Oracle 7.3 and Developer 2000. MERBANC FINANCIAL SERVICES LTD, Vijayawada. From 1995 To 1997 Finance and Administration. Merbanc Financial services ltd., a diversified finance company providing consumer finance, Merchant Banking, deposits and operations in Retail Market. Responsibilities include maintaining branch accounts, train new recruits, preparing MIS and coordinating with Head office

Previous :

Developer, MERBANC FINANCIAL SERVICES LTD

Worked from 1995 to 1997

Brief summary :

Software Used: Oracle 7.3 and Developer 2000. MERBANC FINANCIAL SERVICES LTD, Vijayawada. From 1995 To 1997 Finance and Administration. Merbanc Financial services ltd., a diversified finance company providing consumer finance, Merchant Banking, deposits and operations in Retail Market. Responsibilities include maintaining branch accounts, train new recruits, preparing MIS and coordinating with Head office

Manjunath Mydukur's Education

Fergusson college of PG,Osmania University
MBA/PGDM
India
From 1997 to 1999

Fergusson college of PG,Osmania University
MBA/PGDM
India
From 1997 to 1999

Wesley degree college,Osmania University
B.Com
India
From 1992 to 1995

Wesley degree college,Osmania University
B.Com
India
From 1992 to 1995
 
 
 
 
Manjunath's communities
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Manjunath's contributions
Its is being misused if we look from the other side of the spectrum like fraud in telecom or banking area where an innocent soul ends up loosing so much. Yes these are the opportunities to identify the risks and mitigate them but it is not wise to say...
Facebook it is for me. I like the way it is organised and connects people. Its very user friendly.
"Objectivity": Team members will always look up to the boss in a situation and pick things. Boss/manager should have data in hand to handle any situation and this can be had only when he is driving the team objectively towards the team goals. "Ethical"...
Nothing harm in Men getting the Paternity leave. These days most of the families are nuclear and getting supports from the elders is difficult.Not every one will be able to afford a 24/7 maid or nanny at home who can take care of the kid and mother.
 
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Shrink/Fraud is a part of the business no one likes to talk about. However,...
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