Team Lead Operations

Department : Trust & Safety Team is dedicated to protecting our clients users and its platform from fraudulent and abusive activity while ensuring a seamless customer journey.

Role Description: We are looking for a pasionate leader to manage our Trust and Safety Operations Team. The team works directly with customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs,Onboarding issues, transactions, and timely account security escalations.

Roles & Responsibilities

• Act as an intermediary between the client and Firstsource, facilitating communication.
• Mentor and Lead a team of 15 to 20 fraud associates and set a high bar.
• Achieve monthly performance targets like SLAs, Productivity and Quality.
• Utilize and relay updates regarding changes in regulations, policies, and procedures.
• Stay updated on prevalent fraud patterns, identify risks and help mitigate potential issues.
• Respond to risk-related customer issues of varying level of complexity.
• Manage and understand KPIs and make data driven decisions.
• Formulate action plans to achieve departmental objectives.
• Conduct periodic performance evaluations for report the same

Top of Form

Expected/Key Results

• Meet contractual client obligations
• Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of Form
• Meet revenue targets through FTE delivery, staffing levels, etc
• Meet retention target for the team
• Process improvement through implementation suggestions maximize the efficiency
• Lesser incidents of critical ops process escalations
• Build strong internal stakeholder relationships
• People Engagement and Development - Retention, development and succession planning for LOB / team
• Handle client inquiries and complaints

Preferred Educational Qualifications

• Bachelor's Degree or equivalent work experience

Minimum Qualification. (Must have)

• 3+ Years of experience in Trust & Safety, Fraud and Risk Prevention Teams preferably in Fintech or Financial institution.
• 1+ Years of people management experience.
• Deep understanding of the prevelant types of finacial and online fraud, scams, carding, first party fraud, account takeovers etc.
• Ability to think on feet and maintain composure in difficult and complex situations.
• Ability to create and monitor operational metrics and provide insight to management on business performance.

Preffered Qualification.(Good to have)

• Working knowledge/experience in digital assets and crypto currencies.
• Familarity with analytics tools like Looker and Tableau.