- Act as an intermediary between the client and Firstsource, facilitating communication.
- Mentor and Lead a team of 15 to 20 fraud associates and set a high bar.
- Achieve monthly performance targets like SLAs, Productivity and Quality.
- Utilize and relay updates regarding changes in regulations, policies, and procedures.
- Stay updated on prevalent fraud patterns, identify risks and help mitigate potential issues.
- Respond to risk-related customer issues of varying level of complexity.
- Manage and understand KPIs and make data driven decisions.
- Formulate action plans to achieve departmental objectives.
- Conduct periodic performance evaluations for report the same