Bengaluru, Karnataka
Job Summary
Job Description – Operations Manager – Fraud Ops
Key Responsibilities
Responsibilities
- Oversee day-to-day Fraud Operations across Identity Verification, Case Management, Escalations, Investigations, Remediation, and Support functions.
- Ensure all fraud cases are managed in accordance with established policies, procedures, compliance requirements, and risk controls.
- Own operational performance, ensuring SLA, KPI, quality, productivity, and customer protection targets are consistently achieved.
- Ensure all team members are trained, certified, and demonstrate readiness before handling production work.
- Lead, mentor, and develop Team Leads, Quality Analysts, and Fraud Analysts to drive operational excellence and career growth.
- Manage workforce planning, capacity management, resource allocation, and workload distribution to meet business demands.
- Serve as the primary escalation point for high-risk fraud incidents, sensitive investigations, and client-critical issues.
- Partner with clients and cross-functional stakeholders to ensure seamless delivery of operational objectives and strategic initiatives.
- Drive continuous improvement initiatives through root cause analysis, process optimization, automation opportunities, and best practices.
- Monitor fraud trends, emerging threats, operational risks, and control effectiveness, implementing mitigation plans where required.
- Review business performance and present weekly, monthly, and quarterly business reviews to internal and client stakeholders.
- Ensure adherence to audit, compliance, regulatory, and information security requirements.
- Oversee quality performance, calibration programs, and corrective action plans to maintain decision accuracy and consistency.
- Lead hiring, onboarding, succession planning, and talent development initiatives across the fraud operations team.
- Foster a culture of accountability, customer trust, operational excellence, and continuous improvement.
Skill Requirements
Skills Required
- 12+ years of overall experience with a minimum of 3 years in Fraud Operations
- Minimum 5+ years of people leadership experience managing Team Leads and large operational teams.
- Proven experience managing high-volume, SLA-driven operational environments.
- Strong understanding of fraud prevention, identity verification, account security, risk management, and investigation methodologies.
- Deep knowledge of fraud typologies including Account Takeover (ATO), synthetic identities, impersonation, payment fraud, abuse patterns, and emerging fraud trends.
- Experience managing fraud investigations, escalations, remediation programs, and operational risk controls.
- Strong analytical, decision-making, stakeholder management, and problem-solving skills.
- Experience driving operational performance through KPI management, forecasting, workforce planning, and capacity management.
- Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting/dashboard tools.
- Experience with fraud detection platforms, case management systems, identity verification tools, and risk assessment solutions.
- Exceptional verbal and written communication skills (CEFR C1 or equivalent).
- Demonstrated track record of leading process improvement initiatives and delivering measurable business impact.
- Bachelor’s degree in business, Risk Management, Cybersecurity or a related field preferred.
Other Requirements
Designation – Manager
Work Location – Bengaluru
Work From Office
Shifts – Night Shifts (PST Time zone)
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