XAVIER ABRAHAM
Senior Manager – Fraud Risk Management | Corporate Security Investigations | Audit & QA | Logical Access Governance
Bangalore
Summary
Senior Fraud Risk Management Leader with 15+ years of progressive experience driving fraud prevention, investigations, corporate security, audit governance, QA transformation, and logical access controls within global business services and enterprise environments. Currently managing the full Investigations & Risk Line of Business (LOB) at Empower Global Business Services India Pvt Ltd, overseeing multi-functional teams across Fraud Operations, Corporate Security Investigations, WAnywhere, Audit & QA, and Logical Access Governance. Proven track record in strengthening fraud controls, improving compliance readiness, delivering KPI performance, driving automation, and leading high-performing teams. Skilled in stakeholder management, governance reviews, operational transformation, and analytics-driven risk mitigation.
Overview
1
1
Language
4
4
Certifications
19
19
years of professional experience
Work History
Senior Manager – Fraud Operations & Investigations
Empower Global Business Services India Pvt Ltd
04.2025 - Current
- Drive strategic execution of fraud prevention and detection programs aligned with organizational risk appetite, regulatory expectations, and business priorities.
- Lead governance reviews with senior stakeholders, ensuring transparency on fraud trends, escalation outcomes, audit observations, compliance gaps, and remediation progress.
- Led governance reviews with senior stakeholders, enhancing transparency on fraud trends, escalation outcomes, audit observations, compliance gaps, and remediation progress.
- Oversaw Corporate Security Investigations, ensuring structured and confidential handling of internal cases, employee investigations, and policy violations, safeguarding organizational integrity.
- Manage Logical Access governance including access reviews, entitlement controls, audit evidence management, and timely closure of access-related risks.
- Ensure consistent achievement of SLA/KPI metrics across productivity, turnaround time, quality, compliance, and escalation management.
- Drive operational excellence and continuous improvement initiatives to streamline workflows, reduce manual effort, and improve investigation accuracy.
- Drove operational excellence and continuous improvement initiatives, streamlining workflows and improving accuracy in investigations.
- Lead performance management, coaching, engagement, and succession planning for managers, team leads, and investigators.
- Deliver executive dashboards and reporting packs using Power BI/Tableau, enabling leadership decision-making and risk visibility.
- Own end-to-end delivery and governance for the Investigations & Risk LOB, managing multiple verticals including Fraud Operations, Corporate Security Investigations, WAnywhere, Audit & QA, and Logical Access Governance.
Operations Manager – Fraud Risk Management
Empower Global Business Services India Pvt Ltd
06.2021 - 03.2025
- Managed fraud investigations team of 23 investigators supporting fraud detection, escalation management, and case resolution.
- Led end-to-end fraud investigations across ATO, Check Fraud, Counterfeit, Duplicate SSN, Fraud Model investigations, and transaction monitoring queues.
- Developed and implemented fraud prevention strategies that contributed to ~30% reduction in fraudulent transactions.
- Identified fraud patterns, emerging trends, and channel vulnerabilities through deep-dive analysis, enhancing risk reporting capabilities.
- Designed governance framework ensuring SLA compliance, improving productivity management, quality, and escalation resolution.
- Partnered with cross-functional stakeholders to close process gaps, implementing corrective and preventive actions that strengthened fraud defenses.
- Built consolidated reporting dashboards using Power BI and SharePoint, improving operational transparency and leadership reporting effectiveness.
- Reduced operational error rate from 10% to 4% through QA governance, targeted training, and coaching interventions.
- Implemented AHT-based workforce planning and capacity modeling to improve staffing efficiency and workload allocation.
- Delivered automation initiatives (macros/workflow automation) including automated service request creation and process improvements to reduce manual dependency.
- Key Projects and Impact:
- - Built Fraud Model investigation framework leveraging risk scoring and structured trigger-based case assignment.
- - Consolidated reporting into centralized Power BI dashboards for fraud trend and performance reporting.
- - Automated service request creation for Duplicate SSN, Fraud Model and GIACt investigations.
- - Delivered macro-based automation for Duplicate SSN process resulting in improved efficiency and turnaround time.
Assistant Manager – Fraud Operations
AXA Business Services Pvt Ltd
01.2015 - 12.2020
- Managed 15-member fraud investigations team focused on ATO, check fraud, counterfeit, transaction monitoring, and GIACt alerts.
- Ensured delivery of fraud investigations with adherence to SLA, quality benchmarks, escalation handling, and risk mitigation protocols.
- Conducted fraud trend analysis and collaborated with stakeholders to enhance fraud detection and strengthen process controls.
- Led performance governance initiatives targeting productivity, defect reduction, customer satisfaction, and employee engagement.
- Developed and delivered project plans for process improvements, staffing requirements, transitions, and operational rollouts.
- Conducted weekly stakeholder governance calls and delivered operational reporting updates and fraud trend insights.
- Achieved annual targets for customer satisfaction, employee satisfaction, and retention performance.
- Tools: LexisNexis, GIACt, Sovos, Experian
Process Lead – Fraud Operations
AXA Business Services Pvt Ltd
07.2011 - 12.2014
- Conducted investigations for ATO, Check Fraud, Counterfeit, and GIACt alerts, achieving accurate resolutions and timely escalations.
- Managed operational escalations, developing corrective and preventive action plans to mitigate recurring fraud risks.
- Produced daily/weekly productivity, volume, and backlog reports to enhance leadership governance.
- Produced daily/weekly productivity, volume, and backlog reports to support leadership governance.
- Supported training delivery, coaching, and knowledge transfer for new hires.
Senior Analyst – Client Service Reporting
AXA Business Services Pvt Ltd
01.2009 - 06.2011
- Delivered MIS reports and dashboards that enhanced visibility for client service and operations teams.
- Developed productivity and SLA reports, trend analysis dashboards, and operational reporting packs to drive informed decision-making.
- Ensured accuracy and timely delivery of reporting outputs that facilitated strategic decision-making.
Analyst – Client Service Reporting
AXA Business Services Pvt Ltd
08.2007 - 12.2008
- Prepared and validated operational reports and performance dashboards to ensure accurate data representation for stakeholders.
- Supported reporting governance and conducted quality checks, providing actionable insights through detailed analysis for business stakeholders.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Education
Master of Business Administration - Business Administration
Pondicherry University
Pondicherry01-2011
Master of Science - Psychology
Madras University
Chennai01-2009
Bachelor's Degree - Psychology
Bangalore University
Bangalore01-2007
Skills
- Fraud Risk Management Fraud Investigations ATO Investigations Check Fraud Counterfeit Fraud Duplicate SSN Investigations Transaction Monitoring Corporate Security Investigations Audit Governance QA Governance Compliance Controls Logical Access Management LOB Management Operational Excellence Stakeholder Management Workforce Planning Capacity Planning Productivity Governance Process Automation Power BI Reporting Tableau SharePoint People Leadership
- Power BI Tableau SharePoint Microsoft Excel Word PowerPoint
- Strategic planning
- Talent development
- Operations management
- Risk Assessment
- LexisNexis GIACT Sovos Experian
Accomplishments
- Reduced fraud investigation TAT by 33.33% for Fraud Model and 20% for Duplicate SSN.
- Led end-to-end migration of Transaction Monitoring and Fraud Model functions to India.
- Directed the India Fraud Operations & Investigations function, driving risk, productivity, performance, and operational excellence.
- Transformed investigative workflows through enhanced tools and platforms, improving efficiency and investigation quality.
- Optimized Fraud Model using a risk-based approach, reducing false positives and unnecessary investigation volumes.
- Scaled Fraud Investigations from 6 to 33 investigators through strategic hiring, development, and workforce planning.
- Established and stabilized a 14-member Pune operations team, leading hiring, training, transition, and governance.
Certification
CFE - Certified Fraud Examiner - Pursuing
Timeline
Senior Manager – Fraud Operations & Investigations
Empower Global Business Services India Pvt Ltd
04.2025 - Current
Operations Manager – Fraud Risk Management
Empower Global Business Services India Pvt Ltd
06.2021 - 03.2025
Assistant Manager – Fraud Operations
AXA Business Services Pvt Ltd
01.2015 - 12.2020
Process Lead – Fraud Operations
AXA Business Services Pvt Ltd
07.2011 - 12.2014
Senior Analyst – Client Service Reporting
AXA Business Services Pvt Ltd
01.2009 - 06.2011
Analyst – Client Service Reporting
AXA Business Services Pvt Ltd
08.2007 - 12.2008
Master of Business Administration - Business Administration
Pondicherry University
Master of Science - Psychology
Madras University
Bachelor's Degree - Psychology
Bangalore University
CAREER HIGHLIGHTS
- Promoted to Senior Manager role to manage the end-to-end Investigations & Risk LOB including Fraud Ops, Corporate Security Investigations, Audit & QA, WAnywhere and Logical Access.
- Contributed to ~30% reduction in fraudulent transactions through fraud strategy improvements and investigation governance.
- Reduced operational error rate from 10% to 4% through quality interventions, governance frameworks and capability building.
- Delivered enterprise reporting consolidation using Power BI and SharePoint for leadership visibility and decision-making.
- Automated investigation workflows and service request creation to reduce manual effort and improve turnaround time.
- Successfully set up and stabilized a 14-member operations team at Pune, including hiring, training, and transition execution.
AWARDS & RECOGNITION
- Alchemist Award – Best Assistant Manager: H2 2016 & H1 2018
- Best Team Award: 2015 & 2018
- Ideator Award: Highest process improvement ideas – 24 submitted, 16 implemented
- Leadership Recognition: Recognized for operational excellence and high-performing teams
- Operational Excellence Recognition: Recognized for impactful Fraud Operations and Investigations improvements