Fraud Operations Team Manager

About the role

Barclays is hiring a Fraud Operations Team Manager in Pune, India, within its USCB banking operations business area. The role manages the day-to-day operations, the performance of direct reports and the health of processes covering regulatory and association-prescribed requirements in a banking environment. It is a permanent position.

Key responsibilities

• Manage operations for a business area, keeping processes, risk management initiatives and regulatory compliance running smoothly
• Oversee daily staffing, workflow, quality and productivity standards, and identify and escalate service delivery risks and operational issues
• Coach, mentor and develop team members, monitor performance and drive continuous improvement
• Partner with site leadership on employee engagement and operational compliance
• Analyse operation data and performance metrics to spot trends, opportunities and improvements, and develop new processes and procedures
• Collaborate with internal stakeholders (business leaders, project managers, SMEs) and external ones (vendors, service providers) to meet SLAs
• Manage operational professionals, guide them and coach them on delivery quality
• Develop and use KPIs to measure operation effectiveness, using data and technology
• Ensure compliance with regulatory requirements and internal customer experience policies, and foster a culture of open feedback
• Work with HR on retention initiatives and manage attrition

Required profile

• Significant overall professional experience
• Experience in credit/debit card operations and fraud operations (chargebacks)
• Team leadership experience managing large teams
• Previous experience in a fast-paced environment
• Knowledge of US card regulations and banking risk and control frameworks

Required skills

• Preferred: strong analytical, communication and problem-solving skills, attention to detail, ability to multitask under pressure
• Proficiency in Microsoft Office applications
• Leadership, teamwork and stakeholder management; risk and controls awareness