Fraud Operations - Team Manager

Overview

Manage fraud operations for a banking business area, leading a team to maintain processes, risk management initiatives and compliance with relevant regulators.

What you'll do

• Oversee daily staffing, workflow management, quality, and productivity standards.
• Identify trends and opportunities to improve areas and develop new processes and procedures through monitoring and analysis of operation data and performance metrics.
• Manage and develop KPIs to measure the effectiveness of operation functions, using data and technology to identify areas that require improvement.
• Proactively identify, manage, and escalate service delivery risks and operational issues.
• Collaborate with internal stakeholders (business leaders, project managers and SMEs) and external stakeholders (vendors and service providers) to support business operations and align with the bank's objectives and SLAs.
• Manage operational professionals and provide guidance, coaching, and support to improve delivery quality.
• Coach, mentor, and develop team members to achieve performance objectives.
• Monitor team performance and drive continuous improvement initiatives.
• 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.
• Partner with site leadership to support employee engagement and ensure operational compliance.
• Escalate breaches of policies and procedures appropriately.

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 & 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

• Location: Pune.