Fraud Operations Team Lead — Performance & Quality

EXL Service Philippines, Inc.; Muntinlupa; On-site; PHP 520,000 - 860,000; Full time

Job summary

EXL Service Philippines, Inc. seeks a seasoned leader to head a fraud operations team handling calls, chats, and emails. You will drive performance, uphold SLAs, quality standards, and customer service while managing escalations and operational risks.

You will coach and develop staff, monitor metrics, and collaborate with stakeholders to optimize processes. A college degree and supervisory experience in fraud operations or BPO are required; strong English skills and a proactive, analytical

Qualifications

• College degree with at least 2 years of supervisory or team leadership experience.
• Experience in Fraud Operations, Customer Service, Financial Services, Risk Operations, or BPO preferred.
• Strong English communication skills, both written and verbal.
• Excellent coaching and people-management capabilities.
• Ability to manage high-volume transactions while maintaining quality.
• Proficient in Microsoft Office applications.
• Strong stakeholder management and client relationship skills.
• Results-oriented with excellent customer service focus.
• Adaptable in a fast-paced, dynamic environment.
• Professional certifications such as CISA, Cloud Security, or ITIL are an advantage.

Responsibilities

• Lead and manage a team of fraud operations representatives handling calls, chats, and emails.
• Drive team performance through coaching, mentoring, and performance management.
• Conduct regular one-on-one coaching sessions, feedback discussions, and performance reviews.
• Ensure achievement of operational, quality, productivity, compliance, and customer satisfaction targets.
• Handle customer and client escalations and provide timely resolution to complex issues.
• Monitor transactions, calls, chats, and email interactions to ensure adherence to quality standards.
• Identify performance improvement opportunities and implement action plans to drive results.
• Collaborate with internal and client stakeholders to streamline processes and improve service delivery.
• Coordinate resources and manage workflow distribution to ensure service level compliance.
• Prepare and communicate performance reports, forecasts, and operational updates to leadership.
• Support onboarding, training, and development of new hires.
• Foster employee engagement, teamwork, and a high-performance culture.
• Ensure compliance with company policies, regulatory requirements, and information security standards.
• Effectively manage queues, workload balancing, and operational performance.

Skills

English communication

Coaching

People management

Leadership

Analytical thinking

Problem solving

Multitasking

Stakeholder management

Education

College degree

Tools

Microsoft Office

Job description

EXL Service Philippines, Inc. seeks a seasoned leader to head a fraud operations team handling calls, chats, and emails. You will drive performance, uphold SLAs, quality standards, and customer service while managing escalations and operational risks.

You will coach and develop staff, monitor metrics, and collaborate with stakeholders to optimize processes. A college degree and supervisory experience in fraud operations or BPO are required; strong English skills and a proactive, analytical