Team Leader / Operations Lead Enterprise Fraud Operations

Experience: 58 Years

Domain: Banking / Financial Services Enterprise Fraud

Shift: Flexible / US / Rotational Shifts as per business requirement/ Rotational week-off

Role Summary

We are looking for an experienced Team Leader Card Fraud Detection Operations responsible for managing day-to-day fraud detection activities across Credit and Debit Card portfolios.

The role will be accountable for team performance, fraud-loss prevention, alert management, customer protection, quality, productivity, SLA adherence, workforce utilization and effective people management. The Team Leader should possess strong knowledge of card-fraud typologies, fraud-detection systems and real-time fraud decisioning.

Key Responsibilities

Lead a team of Fraud Analysts/Senior Analysts handling real-time and non-real-time fraud alerts

- Ensure analysts perform appropriate customer/account review before making fraud decisions.
- Guide analysts on complex or high-value fraud cases and provide real-time decision support.
- Ensure appropriate actions including transaction decline, card block, account restriction, card replacement, customer verification and escalation are taken as per procedures.
- Monitor fraud queues and ensure alerts are handled within defined SLA and turnaround times.
- Manage workload allocation across shifts based on volume and business priorities.
- Identify unusual fraud spikes, compromised merchants, BIN attacks, high-risk geographies and emerging fraud trends.
- Escalate significant fraud events and emerging patterns to Fraud Risk, Strategy and Management teams.
- Provide operational feedback to Fraud Strategy teams for potential rule tuning and false-positive reduction.

Team Management

- Manage team attendance, adherence, productivity, quality and overall performance.
- Conduct daily team huddles and operational briefings.




- Provide coaching and feedback to analysts based on performance and quality results.
- Develop improvement plans for underperforming team members.
- Conduct regular one-to-one discussions and performance reviews.
- Support new-hire training, nesting and knowledge development.
- Ensure appropriate staffing and utilization across shifts.
- Coordinate with Workforce Management for schedule, leave and capacity requirements.
- Maintain team engagement and operational discipline. Required Skills & Experience

- 58 years of experience in Card Fraud Detection, Fraud Operations, Fraud Investigation or Payments Fraud.
- Minimum 12 years of experience in team handling, SME, supervisory or leadership responsibilities preferred.
- Strong knowledge of Credit and Debit Card Fraud Detection.
- Valuable understanding of Card Present, Card Not Present, ATM, POS, e-commerce and digital-wallet fraud.
- Strong understanding of fraud alerts, fraud decisioning, customer authentication and card blocking processes.

- Robust analytical and problem-solving skills.
- Ability to interpret fraud patterns, operational metrics and trend data.
- Strong people-management and coaching skills.
- Strong written and verbal communication skills.

- Ability to manage high-volume and time-sensitive fraud operations.
- Strong stakeholder-management and escalation-handling skills.

Required Qualifications: Associate or bachelors Degree, preferably in field of Accounting, Finance Math or Statistics

Certification such as ACAMS or CFE, or any local fraud certification, will provide a competitive advantage.

Valid PAN Number - _____________________(Why PAN Required > Mandatory to Process Candidature & Find Duplicity in Internal PAN Validation Process and also to initiate a screening call.

Please reach out in case of any queries.

Sonali Chattopadhyay I Associate People Success

Orcapod Consulting Services Pvt Ltd.

Email I [email protected] www.orcapodservices.com

(phone hidden)

📌 Team Leader / Operations Lead/Enterprise Fraud Operations (Hyderabad)
🏢 Orcapod Consulting Services
📍 Hyderabad