Team Lead

Infosys Limited; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Infosys Limited in Bengaluru is seeking a Team Lead with 4-6 years of risk and fraud management experience. The role involves conducting training, cascading information, and supervising QA to ensure service levels are met across the team.

You will coordinate testing for new GP products, review errors, and maintain SOPs while handling merchant escalations and driving risk initiatives with the Worldwide Risk Team.

Qualifications

• 4-6 years of risk and fraud management experience.
• Graduate degree is required.
• Experience in training and process refresher activities.
• Ability to cascade information and escalate issues.
• Experience coordinating testing for new GP products.
• Conduct random quality checks to improve team performance.
• Maintain SOPs and ensure SLA compliance.
• Handle merchant escalations and support risk team projects.

Responsibilities

• 4-6 years of risk and fraud management experience.
• Conduct process training activities such as new hire training, process refresher training, cross-skilling and other activities that provide learning opportunities for the team.
• Cascade information and elevate issues that will impact the team and/or its customers.
• Facilitate testing activities for any new GP products or systems launched by the business
• Conduct random quality checks for each analyst to assist the Team Lead in identifying areas for improvement needed to manage team and individual quality performance.
• Review errors by the team and ensure that each incident is documented, resolved, and opportunity areas are addressed accordingly.
• Create case briefs and quality finding write-ups
• Ensure that SOPs are kept up-to-date and cascaded to the team.
• Ensure that SLAs are consistently met by:1. Assisting the Team Lead in monitoring the daily queues.2. Maintaining the team's weekly MI.
• Handle merchant escalations.
• Perform tasks and/or projects assigned by the Manager/Director as and when necessary.
• Supporting the delivery of the Worldwide Risk Team's projects and business initiatives.
• Recommend Risknet enhancements and process improvements in relation to the detection and prevention of high risk and fraudulent activity.

Skills

Risk management

Fraud management

Team leadership

Training coordination

Quality checks

SOP compliance

SLA management

Escalation handling

Education

Graduate

Job description

Job ID/Reference Code PROGEN-EXTERNAL-255014

Work Experience 4 - 6 Years

Job Title Team Lead

Educational Requirements

Graduate

Service Line

BPO Service Line

Responsibilities

• 4-6 years of risk and fraud management experience
• Conduct process training activities such as, but not limited to, new hire training, process refresher training, cross-skilling and other activities that provide learning opportunities for the team.
• Cascade information and elevate issues that will impact the team and/or its customers.
• Facilitate testing activities for any new GP products or systems launched by the business
• Conduct random quality checks for each analyst to assist the Team Lead in identifying areas for improvement needed to manage team and individual quality performance.
• Review errors by the team and ensure that each incident is documented, resolved, and opportunity areas are addressed accordingly.
• Create case briefs and quality finding write-ups
• Ensure that SOPs are kept up-to-date and cascaded to the team.
• Ensure that SLAs are consistently met by:1. Assisting the Team Lead in monitoring the daily queues.2. Maintaining the team's weekly MI.
• Handle merchant escalations.
• Perform tasks and/or projects assigned by the Manager/Director as and when necessary.
• Supporting the delivery of the Worldwide Risk Team's projects and business initiatives.
• Recommend Risknet enhancements and process improvements in relation to the detection and prevention of high risk and fraudulent activity.