4585178-Manager

EXL; Gurugram District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

EXL is seeking an Operations Manager focused on Fraud and Dispute Investigation in India. The role involves overseeing fraud risk activities, mentoring investigators, and driving efficient dispute resolution while aligning with business goals.

You will supervise teams, monitor fraud patterns, prepare leadership dashboards, and ensure compliance with applicable laws and regulations. Strong analytical and communication skills are essential for success.

Qualifications

• Experience in fraud investigation, risk management or related area with managerial exposure.
• Strong analytical and problem-solving abilities; excellent communication.
• Knowledge of laws and regulations governing fraud and disputes.

Responsibilities

• Manage fraud risk activities and processes aligned to business strategy.
• Lead a team of fraud/dispute investigators; supervise leaders.
• Define KPIs for fraud detection and dispute Resolution; prepare reports.
• Ensure timely processing of chargebacks and disputes per industry standards.
• Coordinate with IT, Compliance, and Customer Service to improve prevention measures.

Skills

Fraud Mitigation

Fraud Operations

Dispute management

Team management

Data analysis

Education

Bachelor’s degree in Business Administration/Finance/Criminal Justice

Master’s degree preferred

Tools

Fraud detection software

Data analysis tools

Job description

• Fraud Mitigation, Fraud Operations, Dispute management Experience : Looking for individuals with experience of 8-13 years in Fraud Ops management / Fraud Mitigation/Dispute management. Manage Clients Fraud Risk activities and processes for Investigations effectively and efficiently aligned to business strategy. Work with other units of Fraud Risk Management and stakeholders for smooth functioning of Fraud risk management processes and activities. Manage fraud risk, assisting businesses with implementing the ‘best in class’ tools and processes to minimize fraud losses while maintaining and adhering to customer charter goals and objectives. Must have skills : Extensive knowledge in Fraud Mitigation, Fraud Operations, Dispute management Role and Responsibilities:
• Serves as a Team Manager for Banking clients. Supervise a team and leaders of Fraud/dispute investigators and analysts. Develop and implement strategies to detect fraudulent activities. Monitor transactions and analyze data to identify suspicious patterns. Manage the dispute resolution process for transaction-related issues. Ensure timely and accurate processing of chargebacks and disputes according to industry standards. Lead investigations into allegations of fraud and irregularities. Prepare detailed reports on findings from investigations. Maintain accurate records of all cases and actions taken. Provide training and support to staff on best practices in fraud detection and dispute management. Establish and update internal policies and procedures related to fraud management. Ensure compliance with legal and regulatory requirements. Work closely with other departments (e.g., IT, Compliance, Customer Service) to enhance fraud prevention measures. Communicate effectively with stakeholders regarding fraud trends and prevention strategies. Define and track key performance indicators (KPIs) for fraud detection and dispute resolution efficiency. Analyze data to assess the effectiveness of fraud prevention strategies and make recommendations for improvement. Preparing weekly/monthly dashboard and reporting for Senior Leadership Team. Qualifications: Education : Bachelor’s degree in Business Administration, Finance, Criminal Justice, or a related field; a Master’s degree is preferred. Experience : 5+ years of experience in fraud investigation, risk management, or a related area, with at least 2 years in a managerial role. Skills : Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Proficiency in data analysis tools and fraud detection software. Knowledge of relevant laws and regulations governing fraud and disputes. Attributes: High level of integrity and ethical standards. Ability to work under pressure and manage multiple priorities. Strong leadership and team-building skills. This profile outlines the essential functions and requirements for an Operations Manager focused on Fraud and Dispute Investigation, ensuring that the organization effectively mitigates risks associated with fraudulent activities