for Customer Support - Fraud Prevention Team Lead

Position: Fraud Prevention Team Lead
Department: Customer Support
Location: Gurugram

Job Objective:

We are seeking a diligent and proactive Fraud Prevention Team Lead to join our team. The ideal candidate will be responsible for handling the fraud prevention team. This role is crucial in maintaining a safe and welcoming environment for our users.

Key Responsibilities:

- Assign and delegate tasks to team members.
- Conduct team meetings at the start of each shift to outline daily production goals, safety information, and address any concerns.
- Collaborate with the manager, team members, and other departments to meet SLAs and key performance indicators.
- Provide regular feedback to the supervisor regarding team member performance and participate in performance discussions.
- Drive continuous performance improvement to achieve business results.
- Manage team workload distribution and structure to ensure consistent high performance.
- Ensure the team maintains a clean and orderly work area using quality management tools and standards.
- Establish and implement action plans for improvement.
- Prepare various reports, Control Charts, Weekly Business Review (WBR), Quarterly Business Review (QBR), Bi-weekly Reports.




- Preparation of Training and Process Update Deck for easy understanding.
- Oversee roster and leave management.
- Present process queries and insights during weekly calibration calls, highlighting new fraud trends and observations in real-time.
- Ensure a safe and positive user experience by swiftly addressing the queries.

Required Qualifications: Education:

- Bachelor's degree in a related field.

Experience:

- Min. 5 years of overall experience and 2 years as a Team Lead, particularly in fraud prevention of an e-commerce company.
- Familiarity with ticket management systems and tools.

Skills:

- Excellent communication skills, both written and verbal.
- Good analytical skills and the ability to work with data for informed decision-making.
- Good knowledge of MS-Excel and Outlook.
- Ability to maturely handle the team.
- Ability to work in a fast-paced, high-pressure workplace.
- Self-disciplined, energetic, and dedicated approach to work.
- Proficiency in mentoring and training new joiners.

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Fraud Prevention Team Lead (Gurugram)
🏢 ShopClues
📍 Gurugram