Team Leader, Operations

Overview

Team Leader, Operations supervises a group of call center associates and is accountable for delivery of SLAs/KPIs. The role leads a team of Financial Crime analysts handling AML/Fraud investigations and escalations.

What you'll do

• Supervise day-to-day operations of call center associates.
• Manage a team of Fin Crime analysts to resolve issues and flag potential money laundering and fraud concerns.
• Coach, monitor, and guide the team for consistent high-performance delivery.
• Conduct regular one-on-ones to identify and solve team issues and challenges.
• Resolve L1 escalations/complaints and manage service complaints for Financial Investigations Unit cases.
• Check accuracy of SAR escalation to regulators such as NCA and handle on-going monitoring.
• Ensure program adherence to client and internal InfoSec/compliance guidelines and drive SLA/KPI delivery.

What you'll need

• 5+ years of experience.
• Experience reviewing, investigating, and reporting money laundering cases.
• Expertise in AML, FIU, and fraud investigations.
• Strong people management, analytical, and decision-making skills.
• Excellent communication skills with data handling/data interpretation.
• Educational qualification: Graduate / post-graduate.

Details

• Location: IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2.
• Work setup: flexible for a 24x7 shift environment (night shifts and weekends).
• Designation: Assistant Manager Operations.
• Employment type: Full time.