Assistant Manager – Operations

Role Description: We are looking for a passionate leader to manage our Trust and Safety Operations Team. The team works directly with customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs, Onboarding issues, transactions, and timely account security escalations.

Roles & Responsibilities

• Act as an intermediary between the client and Firstsource, facilitating communication.
• Mentor and Lead a team of 15 to 20 fraud associates and set a high bar.
• Achieve monthly performance targets like SLAs, Productivity and Quality.
• Utilize and relay updates regarding changes in regulations, policies, and procedures.
• Stay updated on prevalent fraud patterns, identify risks and help mitigate potential issues.
• Respond to risk-related customer issues of varying level of complexity.
• Manage and understand KPIs and make data driven decisions.
• Formulate action plans to achieve departmental objectives.
• Conduct periodic performance evaluations for report the same

Expected/Key Results

Meet contractual client obligations

Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of Form

Meet revenue targets through FTE delivery, staffing levels, etc

Meet retention target for the team

Process improvement through implementation suggestions maximize the efficiency

Lesser incidents of critical ops process escalations

Build strong internal stakeholder relationships

People Engagement and Development – Retention, development and succession planning for LOB / team

Handle client inquiries and complaints

Preferred Educational Qualifications

Bachelor’s Degree or equivalent work experience

Minimum Qualification. (Must have)

• 2+ Years of experience in Trust & Safety, Fraud and Risk Prevention Teams preferably in Fintech or Financial institution.
• 1+ Years of people management experience.
• Deep understanding of the prevelant types of financial and online fraud, scams, carding, first party fraud, account takeovers etc.
• Ability to think on feet and maintain composure in difficult and complex situations.
• Ability to create and monitor operational metrics and provide insight to management on business performance.