Team Leader / Operations Lead/Enterprise Fraud Operations

Orcapod Consulting Services Private Limited; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Orcapod Consulting Services Private Limited seeks an experienced Team Leader / Operations Lead for Enterprise Fraud Operations. You will oversee real-time and non-real-time fraud alerts, guide analysts on complex cases, and ensure timely actions like declines, blocks and verifications.

Strong leadership and fraud-domain knowledge are essential. The role demands managing shifts, SLA adherence and directing continuous improvements with Fraud Strategy teams.

Qualifications

• 58 years of experience in card fraud detection or related fraud ops.
• 12+ years in team leadership, SME or supervisory roles preferred.
• Strong knowledge of credit/debit card fraud and detection processes.

Responsibilities

• Lead a team of Analysts handling real-time and non-real-time fraud alerts.
• Ensure reviews before fraud decisions and escalate as needed.
• Monitor SLA adherence, queue handling and workload allocation.
• Provide coaching, performance reviews and training.
• Coordinate with Fraud Risk and Strategy teams on patterns.

Skills

Fraud detection

Team leadership

Stakeholder mgmt

Real-time decisioning

Card fraud knowledge

Analytics

Communication

Education

Bachelor's in Accounting/Finance/Math/Stats

Tools

Fraud detection systems

Real-time monitoring tools

Job description

Team Leader / Operations Lead Enterprise Fraud Operations

Experience: 58 Years

Domain: Banking / Financial Services Enterprise Fraud

Shift: Flexible / US / Rotational Shifts as per business requirement/ Rotational week-off

Role Summary

We are looking for an experienced Team Leader Card Fraud Detection Operations responsible for managing day-to-day fraud detection activities across Credit and Debit Card portfolios. The role will be accountable for team performance, fraud-loss prevention, alert management, customer protection, quality, productivity, SLA adherence, workforce utilization and effective people management. The Team Leader should possess strong knowledge of card-fraud typologies, fraud-detection systems and real-time fraud decisioning.

Key Responsibilities

• Lead a team of Fraud Analysts/Senior Analysts handling real-time and non-real-time fraud alerts
• Ensure analysts perform appropriate customer/account review before making fraud decisions.
• Guide analysts on complex or high-value fraud cases and provide real-time decision support.
• Ensure appropriate actions including transaction decline, card block, account restriction, card replacement, customer verification and escalation are taken as per procedures.
• Monitor fraud queues and ensure alerts are handled within defined SLA and turnaround times.
• Manage workload allocation across shifts based on volume and business priorities.
• Identify unusual fraud spikes, compromised merchants, BIN attacks, high-risk geographies and emerging fraud trends.
• Escalate significant fraud events and emerging patterns to Fraud Risk, Strategy and Management teams.
• Provide operational feedback to Fraud Strategy teams for potential rule tuning and false-positive reduction.

Team Management

• Manage team attendance, adherence, productivity, quality and overall performance.
• Conduct daily team huddles and operational briefings.
• Provide coaching and feedback to analysts based on performance and quality results.
• Develop improvement plans for underperforming team members.
• Conduct regular one-to-one discussions and performance reviews.
• Support new-hire training, nesting and knowledge development.
• Ensure appropriate staffing and utilization across shifts.
• Coordinate with Workforce Management for schedule, leave and capacity requirements.
• Maintain team engagement and operational discipline.

Required Skills & Experience

• 58 years of experience in Card Fraud Detection, Fraud Operations, Fraud Investigation or Payments Fraud.
• Minimum 12 years of experience in team handling, SME, supervisory or leadership responsibilities preferred.
• Strong knowledge of Credit and Debit Card Fraud Detection.
• Good understanding of Card Present, Card Not Present, ATM, POS, e-commerce and digital-wallet fraud.
• Strong understanding of fraud alerts, fraud decisioning, customer authentication and card blocking processes.
• Strong analytical and problem-solving skills.
• Ability to interpret fraud patterns, operational metrics and trend data.
• Strong people-management and coaching skills.
• Strong written and verbal communication skills.
• Ability to manage high-volume and time-sensitive fraud operations.
• Strong stakeholder-management and escalation-handling skills.

Required Qualifications:

• Associate or bachelors Degree, preferably in field of Accounting, Finance Math or Statistics
• Certification such as ACAMS or CFE, or any local fraud certification, will provide a competitive advantage.

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