Fraud Operations - Team Manager

Overview

Manage daily fraud operations for a banking business area, leading a team of operational professionals to deliver efficient processes, risk management and regulatory compliance.

What you'll do

• Identify trends and opportunities to improve areas and develop new processes and procedures by monitoring and analysing operation data and performance metrics.
• Manage operations for a business area and promote efficient processes, risk management and compliance initiatives.
• Collaborate with internal stakeholders (business leaders, project managers, SMEs) and external stakeholders (vendors, service providers) to support business operations and SLAs.
• Manage operational professionals and provide guidance, coaching and support to improve delivery quality.
• Develop and manage KPIs to measure the effectiveness of operation functions, using data and technology to identify areas needing improvement.
• Ensure compliance with all regulatory requirements and internal policies related to customer experience.
• Create a safe environment for colleagues to speak up and actively solicit feedback.
• Manage attrition by working closely with HR on retention initiatives for the workforce.
• Oversee daily staffing, workflow management, quality and productivity standards.
• Proactively identify, manage and escalate service delivery risks and operational issues.
• Coach, mentor and develop team members to achieve performance objectives.
• Monitor team performance and drive continuous improvement initiatives.
• Partner with site leadership to support employee engagement and operational compliance.
• Escalate breaches of policies and procedures appropriately.
• Take responsibility for embedding new policies and procedures adopted for risk mitigation.

What you'll need

• Significant overall professional experience.
• Experience in credit/debit card operations and fraud operations (chargebacks).
• Knowledge of US card regulations and banking risk and control frameworks.
• Team leadership experience managing large teams.
• Previous experience working within a fast-paced environment.

Nice to have

• Strong analytical, communication and problem-solving skills.
• High attention to detail with a focus on accuracy and continuous improvement.
• Ability to multitask and perform effectively under pressure.
• Proficiency in Microsoft Office applications.
• Customer-focused and results-driven mindset.
• Strong leadership, teamwork and stakeholder management capabilities.

Details

• Based in Noida.
• May be assessed on risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job-specific technical skills.