Process Leader

Job location : Bangalore

Position : Process Leader

Division : BPM

Experience : Minimum of 3-5 years of experience in fraud detection, investigation, and prevention, with at least 1 year in a leadership role

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.