24/7 Fraud Operations Team Lead

Hytech; Mandaluyong; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Career growth

Competitive salary

Positive working environment

Work-life balance

Job summary

Hytech is seeking an experienced Anti-Fraud Operations Team Leader to head the Philippines-based 24/7 Anti-Fraud Operations team. You will manage daily fraud alerts, guide frontline agents, and ensure timely investigations in a fast-paced environment.

The role emphasizes strong operations management, KPI/SLA delivery, escalation handling, and cross-functional collaboration with Risk Analysis, Payments Operations, and Compliance to protect customers and maintain high standards.

Qualifications

• Minimum 2 years of experience in Fraud Operations, Risk Operations, Payment Operations, Financial Services Operations, Trust & Safety, or a related field.
• Minimum 3 years of experience in a Team Leader / Supervisor / People Management role.
• Proven experience managing frontline operational teams and daily workload.
• Strong understanding of operational KPIs, SLAs, productivity, quality, and performance management.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead and manage the Philippines-based Anti-Fraud Operations team.
• Manage daily manpower allocation, shift coverage, workload distribution, and operational priorities.
• Conduct regular 1-on-1 sessions, coaching, performance reviews, and development discussions.
• Monitor individual and team performance against OKRs, KPIs, SLAs, productivity, and quality standards.
• Identify performance or behavioral issues and implement improvement plans.
• Support onboarding and development of new team members.
• Oversee daily review and handling of fraud and payment-related alerts.
• Ensure cases are investigated accurately and handled according to SOPs and risk controls.
• Provide guidance to team members on complex or high-risk cases.
• Review escalated cases and support decision-making when needed.
• Ensure potential fraud incidents and high-risk activities are escalated promptly.
• Maintain appropriate case ownership and manage queues effectively.
• Monitor daily alert volumes, backlog, turnaround time, SLA performance, and team capacity.
• Ensure sufficient manpower coverage across required shifts.
• Identify operational bottlenecks and take corrective action.
• Support workload planning during alert spikes, incidents, system issues, or high-volume periods.
• Provide regular operational updates and performance reporting to AFOP management.
• Ensure SOPs, investigation standards, and escalation procedures are followed.
• Work with QA/QC and Training teams to identify knowledge or quality gaps.
• Provide feedback on processes and suggest improvements to increase efficiency.
• Support implementation of new fraud rules, workflows, systems, and procedures.
• Assist management in reducing manual work and improving productivity.
• Collaborate with Risk Analysis, Payments Operations, Customer Service, Compliance, Sales/Account Management, and other teams.
• Coordinate responses during fraud incidents or urgent cases and ensure clear communication with regional/global stakeholders.

Skills

Team leadership

Operations management

Fraud/risk operations

Stakeholder management

English communication

Job description

Hytech is seeking an experienced Anti-Fraud Operations Team Leader to head the Philippines-based 24/7 Anti-Fraud Operations team. You will manage daily fraud alerts, guide frontline agents, and ensure timely investigations in a fast-paced environment.

The role emphasizes strong operations management, KPI/SLA delivery, escalation handling, and cross-functional collaboration with Risk Analysis, Payments Operations, and Compliance to protect customers and maintain high standards.