SYED NISHATH KOUSER
Operations Leader | Fraud Risk Manager | SAP FICO S4 HANA
Bengaluru
Summary
Results-driven Operations Leader with nearly 5 years of experience specializing in workflow optimization, fraud risk management, and high-priority escalation handling. Recently upskilled in SAP FICO S/4HANA, combining a strong financial background (MBA Finance) with operational expertise to drive process efficiency, risk mitigation, and strategic resource planning in enterprise environments.
Overview
5
5
years of professional experience
Work History
Senior Operations – International Travel
Acko Insurance Pvt. Ltd
11.2022 - 07.2025
- Optimized insurance policy generation and claim settlement workflows, successfully eliminating processing bottlenecks and maintaining a 98% documentation accuracy rate.
- Demonstrated strong ownership by consistently achieving a 98% claim settlement rate within established Turnaround Times (TAT).
- Resolved high-priority social media and executive escalations with a strict focus on fast issue resolution and customer retention.
- Managed end-to-end overseas travel insurance operations for international travelers to ensure compliance across global destinations.
- Utilized advanced Excel and internal reporting tools for daily workflow management and executive performance dashboards.
Fraud Risk Management – Senior Associate
Startek
07.2021 - 11.2022
- Promoted to Subject Matter Expert (SME) within the process due to outstanding performance and high technical aptitude.
- Reduced misrouted customer queries by 30% and optimized queue wait times through targeted process improvement initiatives.
- Trained, assessed, and mentored cross-functional team members for internal promotions and new process roles.
- Led daily stand-up meetings and continuous improvement initiatives to identify and resolve recurring customer pain points.
- Maintained flawless CRM records, ensuring all ticket updates, resolutions, and feedback metrics were logged accurately.
Fraud Risk Management – Customer Associate
Cogent E-Services Pvt. Ltd
10.2020 - 06.2021
- Analyzed account legitimacy and behavioral indicators to securely approve high-value transactions for genuine customers.
- Executed daily Fraud Risk Manager system protocols to safeguard operational integrity and prevent financial leakage.
- Executed Fraud Risk Manager system protocols daily to ensure operational integrity and minimize potential financial losses.
- Ensured compliance with company Service Level Agreements (SLAs) while effectively managing high-stress fraud queues.
Education
Master of Business Administration (MBA) - Finance & HR
Lorven International Institute of Management Studies
Bengaluru, India10-2020
Bachelor of Business Administration (BBA) -
Noble Group of Institutions
Bengaluru, India06-2018
Skills
ERP & Technical Platforms: SAP FICO S/4HANA, CRM, Freshdesk, Zendesk, Zoho, KOOKOO, CCASS, Ozonetel Cloud
Insurance policy optimization
Claim settlement workflows
Documentation accuracy
Project management
Data Analysis & Reporting: Advanced MS Excel (XLOOKUP, Pivot Tables), PowerPoint, Microsoft Office Suite
AWARDS & RECOGNITION
Ace of Spades Award: Honored for overall excellence in operational performance and quality enhancement., Shining Star Award: Recognized for cross-functional SOP development and the implementation of adherence tracking systems., Customer Centricity Award: Earned recognition for exceptional performance by maintaining a 100% customer resolution rate.
Timeline
Senior Operations – International Travel
Acko Insurance Pvt. Ltd
11.2022 - 07.2025
Fraud Risk Management – Senior Associate
Startek
07.2021 - 11.2022
Fraud Risk Management – Customer Associate
Cogent E-Services Pvt. Ltd
10.2020 - 06.2021
Master of Business Administration (MBA) - Finance & HR
Lorven International Institute of Management Studies
Bachelor of Business Administration (BBA) -
Noble Group of Institutions