Fraud Operations Team Lead

United States Digital Space LLC; Bengaluru; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

United States Digital Space LLC in Bangalore is seeking a hands-on Team Lead for Fraud Operations. You will grow and coach a team of Operations Associates, ensure SLA attainment, and uphold high-quality decisions in a fast-paced fraud investigation environment.

You will drive unit-level performance metrics, participate in process redesign, and collaborate with global stakeholders to improve detection and customer experience.

Qualifications

• Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment.
• Proven ability to manage a team of frontline operations associates and own their individual performance/productivity.
• Experience with payments risk and financial industry operations.
• Proven ability to define and operationalize team-level metrics (accuracy/quality, SLAs, throughput).
• Strong written and verbal communication skills in English.

Responsibilities

• Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgement culture rooted in strong decisioning and customer empathy.
• Own individual performance metrics of Operations Associates and ensure the team consistently meets throughput, SLA, and quality targets.
• Perform unit-level execution: define processes, lead team meetings, and conduct root-cause analyses for defects.
• Support team operations including hiring, onboarding, scheduling, and intra-day coverage planning to meet SLAs; provide interview feedback and uphold a high hiring bar.
• Maintain hands-on casework to enable coaching and escalation coverage while maintaining leadership responsibilities.
• Own and evolve SOPs and decision frameworks; drive adherence and consistency through guidance and change management.
• Represent workflows in cross-team forums, surface pain points, propose improvements, and drive adoption.
• Serve as primary escalation point for complex or time-sensitive cases with global fraud stakeholders.

Skills

Fraud operations

People leadership

Performance management

Data-driven decisions

English communication

Job description

Who we are About the company

the company is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

As a leading player in the internet economy, the company has a responsibility to protect itself, our users, end customers, and the broader financial ecosystem from harm. Fraud Operations proactively reduces fraud, making it difficult and unprofitable for fraudsters to carry out attacks through the company. We build scalable, high-judgement investigation and review operations while minimizing user friction. We work across products, customer segments, and markets and serve as a core pillar of the company’s risk strategy.

What you’ll do

the company is hiring a Team Lead to develop a team of Operations Associates (OAs) within Fraud Operations in Bangalore. You will be responsible for the day-to-day operational execution and performance of your workflow(s), including queue health, SLA attainment, and decision quality. This role requires staying close to the work, remaining hands-on in complex casework (QA and targeted production), modeling high-quality decisioning, providing real-time coaching, and serving as the first-line escalation owner. You will also drive unit-level operational excellence. To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, and a passion for inspiring a team to deliver outstanding results.

Responsibilities

• Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgement culture rooted in strong decisioning and customer empathy.

• Own individual performance metrics of Operations Associates and ensure the team consistently meets throughput, SLA, and quality targets.

• Perform specific unit-level execution, including: defining, clarifying, and evolving core processes, leading team meetings, and performing root cause analyses for defects.

• Support team operations including hiring, onboarding, scheduling, and intra-day coverage planning to meet SLAs; provide interview feedback and help maintain a high hiring bar.

• Maintain hands-on casework at a level that enables effective coaching and escalation coverage, without compromising core people-lead responsibilities and team performance management.

• Own and evolve SOPs and decision frameworks for your workflow(s); drive process adherence and consistency through clear guidance, change management, and reinforcement mechanisms.

• Represent your workflow(s) in cross-team forums, surface operational pain points, propose improvements, support rollouts, and drive adoption within your team.

• Serve as the primary escalation point for complex or time-sensitive cases within your unit, in partnership with global fraud stakeholders

• Drive process adherence and consistency across your team through robust quality programs and calibration.

• Participate in leader development and represent Bangalore workflows in global enablement sessions/onsites as needed.

Who you are

You are a hands-on people leader and operational owner who thrives in a fast-paced fraud investigation environment. You run a strong performance cadence through clear metrics, coaching, and rigorous decision quality. You can take ambiguous operational problems, use data to diagnose root causes, and drive changes that stick, through influence, alignment, and follow-through, not just instruction. You bring sound judgment, calm execution under pressure, and a bias toward data-backed solutions and measurable improvements in both fraud outcomes and user experience.

Minimum requirements

• Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment.

• Proven ability to manage a team of frontline operations associates and own their individual performance/productivity.

• Experience with payments, risk, compliance, or financial industry operations.

• Proven ability to define and operationalize team-level metrics (e.g., accuracy/quality, SLAs, throughput) and use data to drive team priorities.

• Strong operational background in new process launches, service delivery, and building operating models at the unit/team level.

• Excellent written and verbal communication skills, including presenting operational updates and representing the team in escalations in English.

• Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example.

• At least 3+ years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals.

Preferred qualifications

• Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks

• Experience in optimizing unit-level fraud review operations through process redesign and tooling improvements.

• Experience with payments risk (CNP/card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact.

• Strong analytics proficiency (comfort with data to track team performance) and comfort partnering with data science/engineering.