Fraud Operations Supervisor - McKinley

Teleperformance; Philippines; Hybrid; PHP 558,000 - 1,004,000; Full time

Job summary

Teleperformance Philippines is seeking a Fraud Operations Supervisor to oversee daily operations, drive adherence to SOPs, and manage escalations and appeals while improving detection processes.

You will lead a team of Fraud Operations Analysts, monitor performance metrics, coach for development, and partner with Risk, Compliance and Ops to ensure regulatory and client standards are met.

Qualifications

• Bachelor's degree preferred.
• 2-4 years of people management in Fraud Operations, Trust & Safety, Risk Operations, Compliance, or related fields.
• Strong analytical and investigation skills.
• Experience handling escalations and appeals.
• Knowledge of fraud detection methodologies and operational controls.
• Excellent communication and stakeholder management skills.
• Proficiency in Excel, reporting tools, and case management systems.
• B2 or higher English proficiency.

Responsibilities

• Lead, coach, and develop a team of Fraud Operations Analysts.
• Monitor team productivity, quality, attendance, and performance metrics.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Manage staffing schedules to ensure adequate coverage across operational hours.
• Oversee investigations of suspicious activities, anomalies, and high-risk transactions.
• Ensure proper handling of escalations and appeals according to SOPs.
• Review analyst decisions and support complex investigations.
• Monitor fraud trends and emerging patterns affecting business operations.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Conduct quality reviews and audits of investigation cases.
• Drive continuous improvement initiatives to enhance efficiency and accuracy.
• Partner with QA teams on calibration sessions and process updates.
• Communicate operational insights, risks, and performance updates to stakeholders.
• Collaborate with Risk, Compliance, Product, and Operations teams.
• Recommend process improvements based on operational findings and fraud trends.

Skills

People management

Fraud detection

Analytical thinking

Investigation skills

Communication

Team coaching

Education

Bachelor's degree preferred

Tools

Excel

Case management systems

Job description

Position Summary

This role oversees daily operations, ensures adherence to established policies and procedures, manages escalations and appeals, and drives performance against operational KPIs. The supervisor partners with internal stakeholders to maintain service quality, improve detection processes, and ensure operational excellence.

Key Responsibilities

Team Leadership & Management

• Lead, coach, and develop a team of Fraud Operations Analysts.

• Monitor team productivity, quality, attendance, and performance metrics.

• Conduct regular performance reviews, coaching sessions, and development planning.

• Manage staffing schedules to ensure adequate coverage across operational hours.

Fraud Operations

• Oversee investigations of suspicious activities, anomalies, and high-risk transactions.

• Ensure proper handling of escalations and appeals according to established SOPs.

• Review analyst decisions and support complex investigations.

• Monitor fraud trends and emerging patterns affecting business operations.

Quality & Compliance

• Ensure compliance with company policies, client requirements, and regulatory standards.

• Conduct quality reviews and audits of investigation cases.

• Drive continuous improvement initiatives to enhance operational efficiency and accuracy.

• Partner with QA teams on calibration sessions and process updates.

Stakeholder Management

• Communicate operational insights, risks, and performance updates to stakeholders.

• Collaborate with Risk, Compliance, Product, and Operations teams.

• Recommend process improvements based on operational findings and fraud trends.

Qualifications

• Bachelor's degree preferred.

• 2-4 years of people management experience in Fraud Operations, Trust & Safety, Risk Operations, Compliance, or related fields.

• Strong analytical and investigation skills.

• Experience handling escalations and appeals.

• Knowledge of fraud detection methodologies and operational controls.

• Excellent communication and stakeholder management skills.

• Proficiency in Excel, reporting tools, and case management systems.

• B2 or higher English proficiency.

Preferred Experience

• Experience supporting global programs.

• Exposure to fraud prevention, trust & safety, risk operations, or financial crime functions.

• Experience managing KPI-driven operations in BPO/shared services environments.