Team Leader, Operations

Overview

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation and accountability. Two fraud-focused tracks are offered: Fraud Back Office and Fraud Voice.

What you'll do

• Maintain daily, weekly and monthly Service Level Agreements (SLAs) across back-office queues (Application Fraud, Disputes and Recoveries), ensuring zero backlog accumulation.
• Track, review and drive individual and team metrics such as Turnaround Time (TAT), Processing Accuracy and Quality Scores.
• Provide operational oversight over high-value fraud claims, dispute cycles and fund recovery workflows to minimize operational leakages and net credit losses.
• Ensure all team processing strictly adheres to regulatory banking compliance guidelines and card network dispute mandates.
• Conduct Root Cause Analysis (RCA) on process errors, financial misses or fraud leaks, and present findings and operational updates in weekly/monthly business reviews (WBR/MBR).
• Conduct regular one-on-one coaching, career planning and performance management reviews.
• Drive succession planning by grooming SMEs into future leadership roles.
• Monitor real-time queue traffic, schedule adherence and critical voice metrics including Service Level (SL), Abandonment Rate and Average Handling Time (AHT).
• Drive team strategies to maximize First Contact Resolution (FCR), Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) while navigating high-friction fraud situations.
• Manage high-risk live call escalations, executive complaints and critical vulnerability scenarios (e.g., active identity theft or wallet compromises).
• Lead call calibration sessions with the Quality Assurance (QA) team to ensure agents remain compliant with regulatory and security verification steps.
• Coordinate immediate, cross-functional actions during emergency fraud attack trends or system outages affecting telephone lines.
• Use regular call-listening and performance data to provide targeted behavioral coaching, boosting agent confidence and empathy on fraud calls.

What you'll need

• Total experience of 8+ years.
• Relevant experience of 5+ years in Fraud/Disputes/Recoveries Back Office Operations (Fraud Back Office track).
• Relevant experience of 5+ years in a Fraud Voice / Banking Contact Center environment (Fraud Voice track).
• Educational qualification: Any Graduate or Masters.

Nice to have

• Deep structural knowledge of the end-to-end dispute lifecycle, specifically governing representment response windows and pre-arbitration (pre-arb) filing criteria.
• Strong functional knowledge of card backend chargeback cycles, card-not-present fraud and asset recovery/beneficiary bank recall logic.
• Expert capacity planning skills to manage volume volatility across multiple back-office processing workflows.
• Deep understanding of telephony platforms, workforce management practices and IVR routing rules.
• Mastery over security/identity authentication parameters (KYC, customer verification steps) and handling distressed victims of fraud.

Details

• Location: Hyderabad, IND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, Mindspace.
• Time type: Full time.