Fraud Operations Team Lead
Leads a frontline Fraud Operations team, owning performance, quality, SLA attainment, escalations, hiring, coaching, and process improvement. Requires fraud or investigations operations experience, payments or risk knowledge, strong analytics, and at least three years of direct people management.
About the job
Responsibilities
- Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgment culture rooted in strong decision-making and customer empathy.
- Own individual performance metrics and ensure the team consistently meets throughput, SLA, and quality targets.
- Define, clarify, and evolve core processes; lead team meetings and perform root-cause analyses for defects.
- Support hiring, onboarding, scheduling, and intraday coverage planning; provide interview feedback and help maintain a high hiring bar.
- Maintain hands-on casework to enable effective coaching and escalation coverage while fulfilling people-lead responsibilities.
- Own and evolve SOPs and decision frameworks; drive process adherence and consistency through guidance, change management, and reinforcement.
- Represent workflows in cross-team forums, surface operational pain points, propose improvements, support rollouts, and drive adoption.
- Serve as the primary escalation point for complex or time-sensitive cases in partnership with global fraud stakeholders.
- Drive process adherence and consistency through quality programs and calibration.
- Participate in leader development and represent Bangalore workflows in global enablement sessions or onsites as needed.
Requirements
- Experience leading fraud, risk, trust and safety, or investigations operations in a high-scale environment.
- Proven ability to manage frontline operations associates and own individual performance and productivity.
- Experience with payments, risk, compliance, or financial-industry operations.
- Ability to define and operationalize team-level metrics such as accuracy, quality, SLAs, and throughput, and use data to set priorities.
- Strong operational background in process launches, service delivery, and building team-level operating models.
- Excellent written and verbal communication skills, including presenting operational updates and representing the team in escalations in English.
- Skill and credibility performing the core work of a user-facing team with a high quality bar, and willingness to lead by example.
- At least 3 years of direct people-management experience, including performance management and coaching or mentoring.
Preferred Qualifications
- Strong fraud-domain depth across investigation workflows, risk vectors, and decision frameworks.
- Experience optimizing unit-level fraud-review operations through process redesign and tooling improvements.
- Experience with payments risk, including card-not-present fraud, card testing, account takeover, merchant fraud, and transaction fraud.
- Familiarity with how upstream detection and downstream enforcement interact.
- Strong analytics proficiency and comfort partnering with data science and engineering teams.
Skills
Fraud Operations, Risk Operations, Trust And Safety, Investigations, Payments, Fraud Detection, Performance Management, Sla Management, Root Cause Analysis, Quality Assurance, Process Design, Data Analytics, Decision Frameworks, People Management, Change Management
Similar jobs
Business Operations jobs
Dandy
Remote
Leads procurement operations for production materials, managing purchase orders, inventory health, supplier performance, and process improvements. Requires at least three years of procurement or supply-chain experience, manufacturing purchasing experience, ERP proficiency, and advanced spreadsheet skills.
Improbable
Remote
Operating Partner serving as a generalist problem solver for the founding team, owning high-priority initiatives across growth, revenue, functions, and operations. Requires 8+ years of relevant experience, leadership of teams of 10+ people, strong execution under ambiguity, and fluency with AI tools.
OpenAI
Bengaluru, India
Leads India’s regional operating strategy and execution, partnering with global and local stakeholders to build scalable processes, reporting systems, and high-performing teams. Requires significant regional or international operations experience, strong strategic judgment, and demonstrated cross-functional and people leadership.
Polymarket
Remote
Build and lead a fraud operations function, managing investigators and BPO partners while establishing workflows, SLAs, quality standards, and reporting. The role requires 7+ years in fraud, risk, financial crimes, payments, or trust and safety, plus direct people-management experience.
Commure
Gurugram, India
Manages office administration, facilities, vendors, procurement, workplace services, and budgets for Commure’s Gurgaon office. Requires 3–5 years of relevant experience, strong vendor negotiation skills, and the ability to coordinate multiple priorities independently.