Deepika R

Team Lead - Risk Operations @ Cashfree Payments

About

Risk Operations Specialist with 5+ years of experience in managing end-to-end disputes, preventing fraud losses, leading teams, and improving operational efficiency in fast-paced fintech environments. Specialized in: • Chargeback & dispute management (Visa, Mastercard, Amex, RuPay) • Fraud detection, investigation & prevention • Merchant education & escalation handling • Regulatory complaint management (NPCI, RBI) • Root cause analysis & process optimization • SOP development, automation & cross-functional alignment • Team leadership, training & performance improvement

Country

India

City

Bengaluru

Industry

Financial Services

Skill

Microsoft Excel, Customer Satisfaction, Customer Relationship Management (CRM), Team Management, Standard Operating Procedure (SOP), Problem Solving, Performance Improvement, Risk Management, Financial reconciliation , New Hire Training, Small Team Management, Account Reconciliation, Account Management, Accounting, Invoice Processing, Goods and Services Tax (GST), E-Way Bill, Microsoft Office, Management, Volunteering

Experience

Team Lead - Risk Operations

Cashfree Payments

2022-10 - Present · 4 yrs

Bengaluru, Karnataka, India

• Leading a 7 member Risk Ops team delivering 95%+ accuracy & SLA compliance • Managed high-impact dispute and fraud cases with a 95% success rate, reducing financial losses by 20% • Handled 100+ merchant escalations/month, ensuring fast resolution and improved merchant NPS • Closed NPCI & RBI complaint cases with 100% compliance, strong documentation, and timely submission • Worked directly with partner banks, networks & cybercell to escalate fraud cases, improving recovery rates • Built and implemented structured task tracking & workflow systems, improving team efficiency by 30% • Identified anomalies through monthly reconciliation, reducing discrepancies by 25% • Partnered with Product & Engineering to roll out automation improvements, reducing manual workload • Trained 20+ new hires across chargeback rules, fraud indicators, documentation standards & SOP adherence • Improved reporting & stakeholder communication by creating clear, data-backed dispute insights

Senior Analyst - Risk & AML

Cashfree Payments

2021-9 - 2022-9 · 1 yr 1 mo

India

• Managed end-to-end chargeback lifecycle with 100% on-time submission & compliance • Investigated disputes and prepared strong representments to prevent revenue loss • Communicated daily with merchants for evidence requests, action follow-ups & dispute prevention guidance • Managed bank/merchant tickets and escalations, maintaining high satisfaction & SLA metrics • Shared weekly & monthly merchant dispute reports to drive transparency & improved collaboration • Handled escalations efficiently, helping reduce repeat disputes & prevent fraud abuse • Trained new joiners on chargeback procedures, evidence collection, and compliance workflows

Risk Analyst - Fraud & Chargebacks

Razorpay

2019-11 - 2021-9 · 1 yr 11 mos

India

• Investigated all chargeback and fraud cases in detail to identify patterns, leading to 15% loss reduction • Ensure 100% compliance with Visa/Mastercard/Amex operating rules & strict timelines • Resolved 90% of disputes at pre-escalation stage through strong documentation and merchant coordination • Identified fraudulent merchants, preventing further exposure and reducing additional incidents by 20% • Coordinated with acquiring banks and networks for dispute submissions and follow-ups • Worked with cybercell to provide accurate evidence and support legal proceedings • Contributed key insights to enhance internal fraud & dispute processes