Job Description – Team Lead – Fraud Ops
Designation – Team Lead
Work Location – Bengaluru
Work From Office
Shifts – Night Shifts (PST Time zone)
Responsibilities
· Lead and supervise a team of Fraud Ops analysts, Escalation support and Case Management analyst, providing guidance, support, and operational oversight.
· Monitor team performance against key metrics, including productivity, quality, SLA adherence, backlog management, and fraud detection effectiveness.
· Ensure timely assignment, investigation, escalation, remediation, and closure of fraud cases in accordance with established SLAs.
· Act as the primary escalation point for complex, high-risk, and sensitive fraud investigations requiring advanced review and decision-making.
· Conduct regular coaching sessions, performance reviews, and feedback discussions to drive continuous improvement and skill development.
· Review investigation findings and remediation actions to ensure consistency, accuracy, and compliance with fraud prevention policies and procedures.
· Analyze fraud trends, operational metrics,



and case data to identify risks, process gaps, and opportunities for improvement.
· Drive quality assurance initiatives, calibration sessions, and knowledge-sharing activities to maintain investigation standards across the team.
· Prepare operational reports, dashboards, and leadership updates on fraud trends, case volumes, SLA performance, and risk exposure.
· Lead team meetings, training sessions, and policy update discussions to ensure alignment with evolving fraud prevention strategies.
· Support workforce planning, hiring, onboarding, and mentoring of recent team members.
· Develop and maintain operational procedures, playbooks, and workflows to improve efficiency, consistency, and fraud mitigation outcomes.
· Foster a culture of accountability, operational excellence, and customer protection while ensuring adherence to compliance and regulatory requirements.
Skills Required
- 5+ years of overall experience

📌 Team Lead (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru