Fraud Operations - Team Manager

1203 Barclays Global Serv. Cent; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Barclays Global Service Centre in Noida is seeking a Fraud Operations - Team Manager to oversee daily operations, manage the performance of direct reports and ensure compliance with regulatory and association requirements within a banking environment.

To thrive in this role, you should have prior experience in Credit/Debit Card Operations and Fraud Operations, strong leadership capabilities, and the ability to drive continuous improvement in a fast-paced setting.

Qualifications

• Significant overall professional experience in business operations.
• Experience in Credit/Debit Card Operations and Fraud Operations (Chargebacks).
• Knowledge of US card regulations and banking risk & control frameworks.
• Team leadership experience managing large teams.
• Experience working in fast-paced environments.
• Strong analytical, communication and problem-solving skills.

Responsibilities

• Oversee daily staffing, workflow management, quality and productivity standards.
• Proactively identify, manage and escalate service delivery risks and operational issues.
• Coach, mentor and develop team members to achieve performance objectives.
• Monitor team performance and drive continuous improvement initiatives.
• Partner with site leadership to support employee engagement and ensure operational compliance.
• Adhere to regulatory requirements and internal policies related to customer experience.

Skills

Fraud ops leadership

Team leadership

Risk & controls

Stakeholder management

Regulatory knowledge

Data analysis

Communication

MS Office

Tools

MS Office

Job description

Job Description Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators.

Accountabilities

Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices. Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations. Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs. Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality. Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement. Compliance with all regulatory requirements and internal policies related to customer experience. Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas. Management of attrition by working closely with HR in implementing retention initiatives for work force.

Analyst Expectations

To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement. Requires in-depth technical knowledge and experience in their assigned area of expertise Thorough understanding of the underlying principles and concepts within the area of expertise They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.

The four LEAD behaviours are:

• Listen and be authentic


• Energise and inspire


• Align across the enterprise


• Develop others

OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate. Will have an impact on the work of related teams within the area. Partner with other functions and business areas. Takes responsibility for end results of a team’s operational processing and activities. Escalate breaches of policies / procedure appropriately. Take responsibility for embedding new policies/ procedures adopted due to risk mitigation. Advise and influence decision making within own area of expertise. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct. Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function. Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function. Make evaluative judgements based on the analysis of factual information, paying attention to detail. Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Guide and persuade team members and communicate complex / sensitive information. Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Step into a role of Fraud Operations - Team Manager at Barclays

you would be responsible for the daily operations, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements in a banking environment.

To thrive in this role, you will need some previous experience in:

• Significant overall professional experience.


• Experience in Credit/Debit Card Operations and Fraud Operations (Chargebacks).


• Knowledge of US card regulations and banking Risk & Control frameworks.


• Team leadership experience managing large teams.


• Previous experience of working within a fast-paced environment.

Accountabilities

• Oversee daily staffing, workflow management, quality, and productivity standards.


• Proactively identify, manage, and elevate service delivery risks and operational issues.


• Coach, mentor, and develop team members to achieve performance objectives.


• Monitor team performance and drive continuous improvement initiatives.


• Partner with site leadership to support employee engagement and ensure operational compliance.

Additional preferred skills include:

• Strong analytical, communication, and problem-solving skills.


• High attention to detail with a focus on accuracy and continuous improvement.


• Ability to multitask and perform effectively under pressure.


• Proficiency in Microsoft Office applications.


• Customer-focused and results-driven mindset.


• Strong Leadership, teamwork, and stakeholder management capabilities.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Noida.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.