Team Leader, Operations
Core
Supervise call center associates and manage operational workflows for fraud detection, dispute resolution, and fund recovery.
Role type
Senior IC operations team leader (fraud back office and voice)
Builds
Fraud prevention workflows, dispute resolution cycles, and customer engagement services
Domain
Financial services / Banking / Fraud operations
Required skills
SLA management, financial risk mitigation, regulatory compliance, root cause analysis, performance coaching, capacity planning, telephony metrics monitoring, customer experience governance, incident management, quality assurance calibration
Preferred skills
Deep knowledge of dispute lifecycle and representment windows, card backend chargeback cycles, card-not-present fraud, asset recovery logic, telephony platforms, workforce management, IVR routing, security authentication parameters
Technologies
Telephony platforms, IVR systems, fraud detection tools, banking compliance systems
Responsibilities
Maintain daily, weekly, and monthly Service Level Agreements (SLAs) across back-office queues; 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; Ensure all team processing strictly adheres to regulatory banking compliance guidelines; Conduct comprehensive Root Cause Analysis (RCA) on process errors, financial misses, or fraud leaks; Monitor real-time queue traffic, schedule adherence, and critical voice metrics including Service Level (SL), Abandonment Rate, and Average Handling Time (AHT); Manage high-risk live call escalations, executive complaints, and critical vulnerability scenarios; Lead call calibration sessions with the Quality Assurance (QA) team; Coordinate immediate, cross-functional actions during emergency fraud attack trends or system outages; Conduct regular one-on-one coaching, career planning, and performance management reviews
Seniority
Senior, hands-on IC