TELUS Digital
Website:
telusdigital.com
Job details:
Operations Senior Team Leader - Risk & Fraud
If you are interested share your resume at srubabati.srubabati@telusinternational.com
Noida
Roles & Responsibilities:
- Domain Expertise: Drive risk mitigation strategies utilizing deep expertise in E-commerce fraud, including Chargebacks, Account Takeovers (ATO), Collusion, Identity Theft, and AML.
- Client Relationship Management: Serve as the primary point of contact for clients, proactively communicating volume trends, addressing queries, and delivering strategic business reviews.
- Operational Excellence: Optimize seamless operations by collaborating with WFM and Quality teams to govern AHT, occupancy, and shrinkage while ensuring all service levels are met.
- Data-Driven Leadership: Conduct rigorous WoW analysis of KPI metrics to generate actionable insights and present performance trends to senior management.
- People Development: Lead and motivate a high-performing team through structured coaching of Team Leads, focusing on performance enhancement and superior customer experience.
- Strategic Governance: Align process goals with span-level KPIs through regular review meetings and a disciplined approach to operational governance.
Eligibility Criteria:
- 4–7 years of experience in a BPO/Shared Services environment, with at least 2 years in a Risk, Fraud, or AML (Anti-Money Laundering) domain.
- Excellent verbal and written communication for reporting and stakeholder management.
- Proven experience in a client-facing role is required
- Proven experience leading a team (Acting AM level) in a fast-paced environment.
Click on Apply to know more.
