Operations Team Leader -Fraud| Banking Voice Process

Hiresquad; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Hiresquad in Hyderabad is seeking an experienced Team Leader - Operations (Fraud Voice) to lead a fraud voice team in a banking/contact center environment. You will drive performance, handle escalations, and ensure regulatory and KYC compliance while delivering a superior customer experience.

The role requires 8+ years of experience in Fraud Voice/Banking, strong telephony and IVR knowledge, excellent leadership and stakeholder management, and the ability to work in a 24x7 shift.

Qualifications

• Experience in Fraud Voice Operations within Banking/BFSI or Contact Centers.
• Strong knowledge of telephony operations, IVR, KYC, and customer authentication.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work in a 24x7 rotational shift environment.

Responsibilities

• Lead and manage a Fraud Voice Operations team.
• Monitor key operational metrics such as Service Level (SL), AHT, Abandonment Rate, and schedule adherence.
• Drive FCR, CSAT, and overall team performance.
• Handle customer escalations related to fraud, identity theft, and account compromised.
• Conduct coaching, performance reviews, and quality calibration sessions.
• Ensure compliance with KYC, customer verification, and regulatory guidelines.
• Coordinate with cross-functional teams during operational incidents and fraud spikes.

Skills

Fraud Voice Operations

Banking / BFSI contact centers

Telephony operations

IVR

KYC

Customer authentication

Leadership

Communication

Stakeholder management

24x7 shift

Education

Graduate or Postgraduate

Job description

Team Leader Operations (Fraud Voice)

International Voice Process

On Papers designation- Assistant Manager

Location: Hyderabad
Experience: 8+ Years (Minimum 5 Years in Fraud Voice/Banking Contact Center)
Notice Period: Immediate to 15 Days
CTC: Up to 10 LPA
Qualification: Any Graduate / Postgraduate

Job Summary

We are hiring an experienced Team Leader - Operations (Fraud Voice) to lead a fraud voice team in a banking/contact center environment. The role involves managing team performance, customer escalations, operational metrics, and compliance while ensuring an excellent customer experience.

Key Responsibilities

• Lead and manage a Fraud Voice Operations team.
• Monitor key operational metrics such as Service Level (SL), AHT, Abandonment Rate, and schedule adherence.
• Drive FCR, CSAT, and overall team performance.
• Handle customer escalations related to fraud, identity theft, and account compromise.
• Conduct coaching, performance reviews, and quality calibration sessions.
• Ensure compliance with KYC, customer verification, and regulatory guidelines.
• Coordinate with cross-functional teams during operational incidents and fraud spikes.

Required Skills

• Experience in Fraud Voice Operations within Banking/BFSI or Contact Centers.
• Strong knowledge of telephony operations, IVR, KYC, and customer authentication.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work in a 24x7 rotational shift environment.