Team Leader | Customer Support | Cork office

TELUS Digital; Cork; On-site; EUR 38,000 - 42,000; Full time

Benefits offered by this job

Permanent contract

Career advancement

Onsite gym & facilities

Private medical insurance (after 6 mo)

Bike-to-work scheme

Pension

Job summary

TELUS Digital is seeking a Team Lead for Fraud focus within our Risk Operations in Cork, Ireland. This permanent onsite role oversees a skilled team, mentoring them while developing processes that deliver exceptional service and client satisfaction.

The role emphasizes driving business results and building strong customer relationships. The position offers a competitive salary in the €38,000–€42,000 range with a performance bonus, and an inclusive benefits package including pension, private

Qualifications

• Leadership experience in risk/compliance/fintech environments.
• Familiarity with KYC/AML and risk assessment procedures.
• Proven ability to manage KPIs, SLAs, and operational performance.
• Experience leading client-facing teams and building strong relationships.

Responsibilities

• Lead and mentor Risk Operations specialists to drive performance.
• Develop systems and processes to improve service delivery.
• Meet/exceed KPIs and manage staffing with Workforce Management.
• Liaise with fintech client to ensure clear communication and issue resolution.
• Identify operational improvements and drive continuous improvement.

Skills

Team leadership

KYC/ AML knowledge

KPIs management

Client-facing leadership

Fintech domain knowledge

Risk Operations

Coaching & mentorship

Job description

Team Lead - Fraud focus/Fintech

Description

Team Lead - Fraud focus/Fintech

Location: onsite in Cork, Ireland (fully onsite role)

Hours of operation: Monday to Friday 11.30 - 20.00 (subject to change)

Compensation range: € 38,000 - €42,000 gross p/a + performance bonus

Start date: 27th July 2026

As Team Leader, you'll be at the heart of our growing Risk Operations team. You'll manage and mentor a talented group of Risk Operations specialists while developing systems and processes that deliver exceptional service. This is your opportunity to make a real impact: driving business results, building strong client relationships, and creating an environment where your team can thrive and grow.

We Offer:

• Stable job: permanent employment contract
• Opportunity to advance your career
• Great rewards for referring your friends
• Multilingual exposure: improve your spoken and written language skills
• Inspiring and fun environment. Our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gym
• Community projects. Want to make the world a better place? We run CSR (corporate social responsibility) events all year long
• Private medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional package
• Bike-to-work tax relief
• Pension scheme
• Maternity and paternity leave
• Access to GP care and an occupational health advisor
• Subsidized canteen

Here Is Where You Will Have Impact:

Leadership & Team Development

• Actively manage, lead, and motivate a team of Risk Operations specialists
• Provide coaching, support, and mentorship to help team members excel
• Conduct regular 1-2-1 reviews and facilitate team meetings that encourage input and transparency
• Develop your team's skills and drive professional growth
• Foster a culture of innovation, openness, and problem-solving

Performance & Results

• Drive individual and team KPIs to meet and exceed targets
• Manage staffing needs in partnership with Workforce Management
• Maintain service level agreements and effectively manage business impacts
• Make data-informed decisions on training, team briefings, and absences
• Promote an atmosphere of continuous improvement and accountability

Client Partnership & Relationship Management

• Become the key point of contact for our fintech client—building strong, collaborative relationships
• Develop a deep understanding of the client's business, systems, and operational needs
• Liaise proactively with the client on a daily basis
• Escalate and resolve customer issues and problems effectively
• Ensure compliance with client security requirements, policies, and procedures
• Facilitate clear communication between your team and the client

Operations & Strategy

• Collaborate with Support to identify and deliver training and refresher programs
• Work closely with internal teams to implement and maintain departmental processes
• Identify and implement operational improvements that enhance service quality
• Manage escalations with ownership and accountability
• Ensure accurate information is cascaded throughout the team

We are looking for someone with:

• Proven track record of leading and motivating teams in a fast-paced environment (ideally in BPO, Compliance setting)
• Strong commercial and business acumen with customer/client focus
• Experience managing KPIs, service levels, and operational performance
• Demonstrated ability to develop systems, processes, and people
• Experience in client-facing leadership roles
• Strong knowledge of fintech, financial services, or regulated industries
• Understand the language of bank transactions, including ACH, check, debit card, credit card, and wire transfers, both domestic and international
• Demonstrate risk and compliance knowledge: a strong understanding of Know Your Customer (KYC), Anti-Money Laundering (AML), and risk assessment procedure

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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