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Michael Raj Christopher R

A Customer experience-oriented & Fraud Operations  Manager with a passion for excellence. Over 16 years of experience in the industry, with many accolades for customer satisfaction, team handling, fraud prevention, loss avoidance and focus in corporate policy and process efficiency.   

Key Skills

Leadership
Team Management
Cost Management.
Audit Compliance
Performance Management (Talent Management)
Risk management
Customer Experience
Fraud Analysis
Loss Avoidance

Professional Experience

Jul 2021
Present
Assistant Vice President
Citicorp Services India Pvt Ltd Chennai, IN
  • Leading a team of fraud analyst responsible to identify and investigate fraudulent transactions on Citi Retail Credit Cards
  • Manage and monitor the teams performance metrics and ensure they meet business goals
  • Leading multiple projects focusing on a cultural change
  • Focused on transformational initiatives to help reduce FTEs and save cost
  • Driving organizational change through process simplification and reducing manual touch points
  • Consitently reduced FTEs ( 2022 - 19 FTEs | 2023- 12 FTEs | 2024 - 16 FTEs | 2025 - 15 FTEs | 2026 - 8 FTEs )
  • Loss avoidance of $1MM in 2024 and $1.5MM in 2025
  • Consitently secured a VOE score of 90+ across all years.
Dec 2018
Jul 2021
Regional Service Quality Manager
Kotak Mahindra Bank Chennai, IN
  • Leading the service quality team for the state and responsible to deliver high quality customer service experience to the Branch customers across the state. 
  • Periodic review of progress vs. objectives of the Branches Service Metrics 
  • Ensure clarity of Business objectives among staff by conducting regular huddle and trainings 
  • Monitoring operations health in terms of SLAs, KPI, Risk Indicators and Process Metrics 
  • Manage the state and ensure high service delivery and execution 
  •  Work with various internal teams (e.g. Branch Banking, fulfillment center, Escalation, technology teams) to help drive tools and process improvements that affect 

Sep 2017
Jul 2018
Corporate Salary Manager
Axis bank ltd. Chennai, IN
        Lead a team of 12 Service RMs and Business Development Executives who is responsible for managing the business profitability by servicing the customers, ensuring high quality service and Customer Relationship Management 

Nov 2010
Jun 2017
Assistant Manager
Citibank N.A Chennai, IN
        Part of a team of 15 (Associates / Senior associates) for customer resolution on escalation mails sent to the Nodal officer 
May 2009
Oct 2010
Customer Support Officer
Allsec Technologies Chennai, IN
        To deliver client excellences to HSBC (US) customers with appropriate investment solutions 

Education

Jun 2006
Apr 2009
BCOM in Patrician College of Arts & Science
University of Madras

Certifications

Citilean Apprentices
Citi
Design Thinking
Citi

Achievements

Platinum Award
Awarded Platinum Award in 2024 for FTE reduction and loss avoidance 
Gold Award
Awarded Gold award in 2023 for simplification and FTE reduction
Silver Award
Awarded silver in 2022 for simplification initiatives and MTP reduction

Quote

"Success is not final; failure is not fatal: It is the courage to continue that counts"

Winston Churchill

Languages

English
(Native)
Tamil
(Fluent)

Get in touch with Michael Raj