Sishnu Murugan
Bengaluru
Summary
With 9+ years in Fraud Investigation, AML/KYC/TM compliance, and Dispute Resolution, I bring strong expertise in leadership, training, SME support, and quality control. I have proven success as a Team Lead, Trainer, SME, and Quality Controller with solid process ownership and risk-mitigation skills. I excel in performance management, stakeholder coordination, and driving compliance excellence
Overview
10
10
years of professional experience
Work History
Team Lead
PWC
04.2023 - Current
- Led fraud investigation operations with strong client management, clear process ownership, and effective escalation handling, ensuring timely regulatory and SOP updates.
- Delivered SLA and KPI excellence, consistently meeting and exceeding production targets through proactive risk identification and mitigation.
- Improved project-level quality to 98% and reduced risk by implementing 100% case sampling and a mentorship-led quality framework.
- Drove team performance through structured scorecards, continuous feedback, and targeted coaching, ensuring sustained productivity and quality outcomes.
- Strengthened compliance, reporting, and risk management frameworks through cross-functional collaboration, training, and continuous process improvement.
- Partnered with cross-functional teams (Risk, Compliance, HR, Deployment) to support hiring, project launches, audit readiness, and smooth operational delivery
Lead trainer, SME and Quality Assurance
FutureSoft
08.2022 - 03.2023
- Conducted end-to-end fraud investigations and financial crime reviews across banking, payments, and digital channels, covering ATO, PTO, TOA, First-Party Fraud, Identity Theft, Check Fraud, Credit Card Fraud, and Cards (POS/CNP), Zelle, ACH, Wire, and Check transactions.
- Performed AML/KYC due diligence (CDD/EDD), transaction monitoring reviews, and cross-border/connected-party risk identification in line with regulatory and client standards.
- Supported quality governance and risk mitigation through QC reviews, QA calibrations, and RCA of audit findings across BAU and remediation workstreams.
- Achieved 98–99% quality scores while consistently meeting or exceeding SLAs and productivity targets.
- Prepared and maintained MIS, dashboards, volume trends, and monthly/year-end reports to support data-driven stakeholder decisions.
- Contributed to training, OJT, and process improvements, supporting onboarding, BAU operations, and compliance effectiveness.
Senior Process Associate
TCS
01.2016 - 07.2022
- Progressed from Chargeback Analyst to Lead Trainer, SME, and Quality Assurance Specialist, demonstrating deep expertise in banking operations, card disputes, and regulatory compliance.
- Led end-to-end credit card dispute resolution for Visa and MasterCard portfolios, conducting transaction research, evidence review, and accurate case decisioning in line with card network rules and bank policies.
- Achieved 99% internal and external audit quality while consistently exceeding SLA and productivity targets (110%), balancing regulatory accuracy with operational efficiency.
- Owned quality governance and operational reporting, including QA reviews, case approvals, MIS/dashboard reporting, RCA on audit findings, and ETA/QA calibration sessions to drive continuous improvement.
- Delivered training and knowledge management through new-hire onboarding, refresher sessions, and best-practice sharing, ensuring consistent performance and compliance across teams.
Education
Bachelor of Arts - B.Com With Computer Application
M. S University
Nagercoil, India01.2015
Skills
- Team management
- AML/KYC/TM
- Fraud Investigation
- Chargeback Resolution
- Transaction monitoring
- Root Cause Analysis
- Quality control
- Training
- MIS
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Malayalam
Advanced (C1)
Telugu
Elementary (A2)
Kanada
Elementary (A2)
Accomplishments
- Awarded Special Initiative for completing huge volumes
- Special Achievement Award for playing the role of Lead trainer
- Awarded Best performer RNR award various times
- Best Quality Controller of the Month
Timeline
Team Lead
PWC
04.2023 - Current
Lead trainer, SME and Quality Assurance
FutureSoft
08.2022 - 03.2023
Senior Process Associate
TCS
01.2016 - 07.2022
Bachelor of Arts - B.Com With Computer Application
M. S University