Job Title:
Team Leader, Operations
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
1. Job Description: Team Leader (TL) – Fraud Back Office
This role focuses on operational volume management, financial risk mitigation, compliance, and end-to-end SLA delivery for complex processing queues.
• Position: Team Leader, Operations (Fraud Back Office)
• Job Location: Hyderabad
• Total Experience: 8+ Years
• Relevant Experience: 5+ Years in Fraud/Disputes/Recoveries Back Office Operations
Key Responsibilities
• SLA & Inventory Management: Maintain daily, weekly,
and monthly Service Level Agreements (SLAs) across back-office queues (Application Fraud, Disputes, and Recoveries) ensuring zero backlog accumulation.
• Performance Management: Track, review, and drive individual and team metrics such as Turnaround Time (TAT), Processing Accuracy, and Quality Scores.
• Financial Risk Mitigation: Provide operational oversight over high-value fraud claims, dispute cycles, and fund recovery workflows to minimize operational leakages and net credit losses.
• Process Audits & Compliance: Ensure all team processing strictly adheres to regulatory banking compliance guidelines and card network dispute mandates.
• RCA & Client Reporting: Conduct comprehensive Root Cause Analysis (RCA) on process errors, financial misses, or fraud leaks. Present findings and operational updates in weekly/monthly business reviews (WBR/MBR).
• People Development: Conduct regular one-on-one coaching, career planning, and pe
📌 Team Leader, Operations (Hyderabad)
🏢 CNX
📍 Hyderabad