Irshad Luckhun

LUCKHUN Mohamad Irshad KJW Ave, Le Hochet Terre Rouge, Mauritius - |-LinkedIn SUMMARY Results-driven Fintech professional with 12+ years of experience leading operational excellence, merchant support, and cross-functional teams. Proven ability to optimize enterprise processes, deliver scalable solutions, and enhance customer experience. Lean Six Sigma Yellow Belt certified with strong expertise in fraud detection, technical support, and project management. Key skills: • • • • • Enterprise Merchant Support & Integration Team Leadership & Performance Management Process Optimization & Continuous Improvement Fraud Detection & Risk Mitigation Cross-functional Collaboration & Stakeholder Engagement WORK EXPERIENCE Application Engineer | Peach Payments Limited Oct 2023 – Present • • • • • • Delivered enterprise merchant and technical support via email, phone, Google Meet, Teams, and Freshdesk, ensuring seamless onboarding and integration. Analyzed complex merchant requirements, delivering tailored scalable solutions. Coordinated with banking and payment partners for operational alignment and issue resolution. Led cross-functional collaboration with Engineering and Product teams to accelerate enterprise integration and go-live. Developed and improved documentation and self-service tools for enterprise clients. Conducted quality assurance testing to meet SLA and performance standards. Continuous Improvement Manager | Checkout.com Sep 2021 – Feb 2023 • • • • • Implemented Continuous Improvement culture within Customer Operations, increasing efficiency and scalability. Streamlined operational processes, ensuring compliance with policies and regulations. Collaborated with Product teams for go-live readiness and led cross-functional project meetings. Set team goals aligned with KPIs and conducted performance reviews. Delivered training and presented operational updates to senior leadership. Business Support Manager | Checkout.com Oct 2014 – Aug 2021 • • • • • • • Recruited, trained, and managed a global 24/7 Business Support team supporting enterprise clients. Developed performance management systems aligned with KPIs. Oversaw daily operations ensuring SLA and KPI compliance; implemented process improvements. Partnered cross-functionally with Commercial, Product, Engineering, and Operations teams. Led crisis and risk management efforts minimizing operational disruptions. Managed enterprise merchant account configurations, troubleshooting with SQL and Datadog, and third-party integrations. Prepared data-driven reports and dashboards for senior management. Proactive Risk Management Officer | State Bank of Mauritius Jul 2012 – Sep 2014 • • • • • Monitored real-time card transactions to detect fraud on acquiring platforms for e-commerce merchants. Reported suspicious transactions to Visa, MasterCard, and MLRO; supported chargebacks. Provided after-hours banking and POS support. Coordinated ATM downtime communications and adjusted card limits. Performed reconciliation audits and technical issue resolutions in 24/7 shift rotations. EDUCATION & CERTIFICATIONS • • • • Lean Six Sigma Yellow Belt – CSSC, 2025 Diploma in Web and Multimedia Development – University of Mauritius,- Certificate in Communication Skills – University of Mauritius, 2009 Certificate in Banking & Financial Support Services (MQA Approved) – Knowledge of the ART Ltd., 2008 REFERENCES Heramben Vencatapillay CEO | Open Acquiring Ltd | - Jimmy Lajolie Director, Customer Operations | Checkout.com | -