Ashokkumar Puthran (CFE)

• Lead teams of 48 members in Mumbai and Chennai overseeing transaction monitoring, onboarding risk assessment, and chargeback dispute management.
• Spearheaded risk management for Credit/Debit Cards and Merchant Acquiring Business (POS/Ecommerce) for multiple Public and Private Sector Banks in India.
• Collaborated with Operations, Technology teams, and Vendors to streamline workflows.
• Integrated fraud system and tools to enhance automation.
• Established risk management processes for Bank/Client by designing customized workflows.
• Identified and analyzed fraud trends to mitigate risk.
• Ensured periodic rule reviews across banks and clients to uphold compliance.
• Conducting comprehensive product training and addressing upcoming industry trends.
• Compiled and shared detailed analytics dashboards with banks, clients, and management regularly.
• Addressed queries from banks and clients during periodic onsite discussions.

• Developed and implemented risk management policies, procedures, and processes to ensure compliance with applicable laws and regulations.
• Established effective process for ensuring document compliance with regulatory standards in merchant onboarding checks.
• Established process for transaction monitoring on all merchants.
• Reviewed and periodically updated Risk and Underwriting processes and policies to align with current fraud trends.
• Consulted with Management regarding risks and losses identified during pre-boarding and post-boarding checks.

Cyber Fraud Investigations (May 2016 – Aug-2017)

• Supervised a central team of six staff members for investigations on cyber fraud incidents related to Axis Bank-issued cards.
• Conducted detailed investigations from interactions with customers, merchants, and law enforcement officials.
• Oversaw claim compensation processes for disputes registered with bank.

Merchant Acquiring Business (2014 – 2016)

• Supervised transaction monitoring processes with Merchant Risk Application from FICO.
• Monitored merchant fraud performance using Visa and MasterCard reports.
• Contributed to implementation of Merchant Risk Application (MRA) system.
• Developed comprehensive fraud management policy tailored for Merchant Acquiring Business.
• Oversaw coordination and resolution of MAB-related issues across PAN India, including charge-backs during 2010-2014.

Card Business

• Enhanced monitoring system's performance for Debit and Credit Cards through strategic team collaboration.
• Contributed to successful deployment of Falcon system for credit card fraud detection during fiscal year 2013-14.
• Collaborated with data mining team for in-depth analysis of rules and performance.
• Implemented new guidelines to enhance fraud management strategies within FCMD by drafting the 2015 policy.
• Developed combined process documentation for Financial Crime Management Department (FCMD) in August 2015.

Responsibilities handled at Charge-back Team (From June 2005 to June 2007, as a Team Leader, Senior Officer)

• Managed outgoing chargebacks for Visa and MasterCard with precision.
• Analyzed various forms of card misuse and reported them.
• Collaborated with Risk team to mitigate financial risks and address client concerns swiftly.
• Tracking daily incoming and outgoing charges of Visa and MasterCard.
• Handling the retrievals for Visa and MasterCard for the Issuing Chargeback Department.

Responsibilities handled at the Customer Service Team (from August 2001 to May 2005, as a Customer Service Manager, Service Recovery Team - Credit Card Division):

• Managed escalations from senior management related to customer queries and grievances.
• Prepared RCA for escalations to eliminate process lags.
• Delivered constructive feedback to relevant departments for corrective measures.
• Collaborated with cross-functional teams to identify process enhancement opportunities.
• Coordinated with MIS team to ensure accurate data maintenance.
• Ensured alignment of existing policies during process implementation through follow-up.
• Delivered daily team activity reports to Service Quality Manager promptly.