Process Leader

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job location : Bangalore

Position : Process Leader

Role Description: 

The Team Leader for our Europe Business is responsible for leading, managing, and motivating a team of professionals to achieve high-performance results, meet objectives, and contribute to the success of our European business segment.

Leadership and Supervision: Lead and mentor a team of Fraud Team Associates, providing guidance, support, and performance management.

Strategic Planning: Develop and implement comprehensive fraud detection and prevention strategies aligned with organizational goals. Investigation Oversight: Oversee complex fraud investigations, ensuring thoroughness, accuracy, and timely resolution.

Process Improvement: Continuously evaluate and enhance fraud detection systems, processes, and policies to increase efficiency and effectiveness.

Reporting and Analytics: Prepare and present detailed reports on fraud trends, investigation outcomes, and risk assessments to senior management.

Regulatory Compliance: Ensure all fraud management activities comply with relevant laws, regulations, and industry standards.

Monitor and manage team performance, conducting regular performance evaluations, and identifying opportunities for improvement.

Oversee day-to-day operations, ensuring smooth workflow and adherence to company policies and procedures.

Maintain a strong focus on client satisfaction, ensuring that service levels meet or exceed client expectations

Expected/Key Results

• Top of Form Ensure that the team consistently meets Service Level Agreements (SLAs) in accordance with project specifications.
• Take responsibility for delivering exceptional customer service and effectively manage client escalations to maintain client satisfaction.
• Uphold strict adherence to quality standards, established processes, and company policies.
• Manage attendance and roster arrangements to ensure efficient team operations.
• Lead the team effectively, fostering collaboration and resolving conflicts when they arise.
• Invest in self-improvement and continually enhance skill sets to stay at the forefront of the field

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.