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Wave MoneyHead of Business Assurance
Sep. 2022Yangon, MyanmarLeading Business Assurance and fraud risk functions to protect enterprise value, optimize operational integrity, and drive compliance across Wave Money’s digital and offline channels. 🔹 Key Responsibilities & Achievements:
Fraud & Cybercrime Oversight: Direct end-to-end fraud prevention, cybercrime monitoring, and transaction surveillance across all verticals: Digital, OTC, and Merchant, to proactively mitigate revenue leakage and influence customer retention strategies. Enterprise Risk Management: Built a robust risk framework enabling early identification, assessment, and mitigation of product-level risks; embedded risk-based thinking across the product lifecycle. Regulatory & Policy Compliance: Led internal risk assessments and process audits aligned with regulatory standards, ensuring operational compliance across functions and channels. AML/CFT Framework Development: Developed and operationalized a comprehensive Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT) framework elevating financial crime resilience and embedding a culture of integrity. Operational Efficiency: Introduced process controls and preventive risk models that significantly reduced manual errors and non-compliance incidents. 📈 Impact Snapshot:
Reduced fraud loss exposure
Improved audit closure rate Decreased high-risk transaction escalations
Wave MoneySenior Manager Business Assurance
Oct. 2020 - Aug. 2022Myanmar
TelenorManager
Jan. 2018 - Jul. 2020YangonLed Voice of Customer (VoC) programs by analyzing customer insights and behavioral data to influence service design, policy changes, and digital experience improvements. Contributed to the CX strategy and transformation roadmap, positioning Telenor as a customer-centric brand in a competitive telecom market. Collaborated with product development teams to analyze end-to-end product journeys, identify root causes of friction, and recommend actionable service enhancements. Successfully managed high-impact special projects, including the nationwide Unicode Transition Project and early-stage Data Privacy initiatives, aligning execution with both customer needs and organizational priorities.
AircelAssistant Manager
Dec. 2010 - Dec. 2017Patna Area, IndiaSupported circle customer service operations with a focus on complaint resolution, retention strategies, and digital self-care adoption, contributing to improved service quality, subscriber retention, and revenue growth. Key Responsibilities & Achievements:
Managed complaint handling processes, ensuring timely and accurate resolution while identifying patterns to improve customer satisfaction and reduce repeat issues. Led outbound call center initiatives focused on revenue enhancement, churn reduction, and customer engagement through win-back, and upsell campaigns. Executed MNP retention strategies, collaborating with zonal teams to reduce port-out rates and retain high-value subscribers through targeted offers. Promoted self-care adoption through IVR, SMS, and online platforms improving service accessibility and reducing contact center load. Contributed to strategic planning of customer lifecycle interventions, helping drive incremental revenue and streamline operations.
UninorSenior Executive
Oct. 2009 - Nov. 2010PatnaSr. Executive in CSD.
Idea Cellular LtdExecutive
Jan. 2008 - Dec. 2009I was a part of QRC Team.
Reliance CommunicationsExecutive
May. 2007 - Apr. 2008Patna Area, India
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