MADHU KUMAR
Bangalore
Summary
Accomplished Senior Team Leader at HCLTech specializing in fraud investigation and dispute management, delivering a 15% boost in operational efficiency within Australian banking. Strong background in credit underwriting and data analysis, with a focus on process enhancements and team development. Acknowledged for maintaining regulatory compliance and service excellence in demanding financial settings.
Overview
13
13
years of professional experience
Work History
Sr Team leader
HCLtech
Bangalore
12.2025 - Current
- Led multi-tiered operations and quality team of SMEs and analysts to enhance fraud processes investigation and credit underwriting.
- Implemented cost-saving initiatives, achieving 15% improvement in operational efficiency.
- Identified optimization opportunities through automation and technology solutions.
- Monitored operations to pinpoint areas for enhancement and support.
- Supported team with daily tasks, ensuring workflow efficiency remained high.
- Ensured compliance accuracy through audits and effective handling of high-risk process escalations.
- Developed QA strategies, dashboards, and performance reports for senior leadership review.
- Conducted root cause and failure modes effects analysis on SOP deviations, driving improvement initiatives.
Assistant Manager(Team Leader)
Concentrix Daksh India pvt Ltd
Bangalore
10.2025 - 11.2025
- Led operations and quality for UK banking fraud, disputes, and investigations, ensuring compliance with regulations and internal policies.
- Managed end-to-end fraud operations, including transaction investigations, chargebacks, and dispute resolution.
- Drove SLA governance and productivity metrics across high-volume fraud workflows.
- Conducted root cause analysis on fraud trends to minimize repeat incidents and financial exposure.
- Implemented process improvements and automation initiatives to enhance efficiency and accuracy.
- Coached SMEs and quality analysts, improving fraud detection accuracy and investigation quality.
- Preparing MIS, dashboards, and executive reports using Excel and Power BI to track fraud trends, performance, and risk indicators.
- Supported continuous improvement initiatives aligned with UK banking standards and fraud risk frameworks.
Sr Quality Analyst(Acting Team leader)
Concentrix Daksh India pvt Ltd
Bangalore
01.2022 - 09.2025
- Conducted comprehensive quality assessments of customer interactions and processes.
- Prepared detailed reports on quality metrics and performance evaluations.
- Designed a randomized inspection calendar to facilitate rotating quality assurance checks.
- Managed QA for end-to-end Australian mortgage operations.
- Implemented FMEA and RCA frameworks to minimize errors and enhance operational compliance.
- Conducted calibration sessions and created SOPs for mortgage processes and client reporting.
Senior Representative
Concentrix Daksh India pvt Ltd
Bangalore
04.2018 - 12.2021
- Efficiently managed customer inquiries and resolved issues promptly.
- Facilitated effective communication between clients and internal teams.
- Analyzed customer feedback to enhance service quality.
- Oversaw daily operations to maintain high service standards.
- Resolved escalated complaints swiftly, ensuring customer satisfaction.
Relationship Officer
Axis Securities Ltd
Bangalore
05.2017 - 03.2018
- Resolved client issues with knowledgeable, friendly service in Home Loans and Insurance, promoting high customer satisfaction.
- Recognized by management for providing exceptional customer service.
- Delivered exceptional service during face-to-face interactions and phone conversations.
- Managed client relationships and portfolios across various financial products, ensuring comprehensive support.
Data Entry Operator(HMS)
BMC-RI-SSH
Bangalore
06.2013 - 12.2016
- Streamlined patient registration, billing, and record maintenance processes.
- Coordinated with medical teams to enhance workflow efficiency and operational timeliness.
- Identified and corrected data entry errors, ensuring accuracy in records.
- Assisted with invoice processing to maintain financial integrity.
- Compiled financial data and reports to support budget preparation efforts.
Education
Accounting And Finance
05-2014
Skills
- Quality assurance and compliance
- Process improvement methodologies
- Data analysis and reporting
- Tools and technology utilization
- Risk management strategies
- Leadership and team development
- Fraud investigations
- Operations management and efficiency
- Client & stake holders relations
- Power Apps and Microsoft Lists advanced
Accomplishments
Developed a comprehensive QA strategy for emerging technologies (e.g., AI, ML), ensuring high-quality product delivery within the rapidly evolving tech landscape.
Languages
English
Advanced (C1)
C1
Kannada
Advanced (C1)
C1
Tamil
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Telugu
Intermediate (B1)
B1
Affiliations
Fire & Safety Volunteer: Actively participated in fire and safety preparedness programs, including emergency response drills, evacuation procedures, hazard identification, and workplace safety awareness initiatives.
Timeline
Sr Team leader - HCLtech
12.2025 - Current
Assistant Manager(Team Leader) - Concentrix Daksh India pvt Ltd
10.2025 - 11.2025
Sr Quality Analyst(Acting Team leader) - Concentrix Daksh India pvt Ltd
01.2022 - 09.2025
Senior Representative - Concentrix Daksh India pvt Ltd
04.2018 - 12.2021
Relationship Officer - Axis Securities Ltd
05.2017 - 03.2018
Data Entry Operator(HMS) - BMC-RI-SSH
06.2013 - 12.2016
Bangalore University - , Accounting And Finance