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Operational Leader for Trust and Safety
1 week ago
**About Us**
Firstsource is a leading provider of customized Business Process Management (BPM) services. As a trusted custodian and long-term partner to 100+ leading brands, we offer solutions covering the entire customer lifecycle across various verticals.
Our 'rightshore' delivery model enables us to provide high-quality services to our clients, including Fortune 500 & FTSE 100 companies. To learn more about Firstsource, visit our website www.firstsource.com.
**Job Overview**
We are seeking a highly skilled Operational Leader to manage our Trust and Safety Operations Team. The team works directly with customers to investigate and resolve fraud and abuse, including assisting with scams, account takeovers, onboarding issues, transactions, and timely account security escalations.
**Key Responsibilities**
- Act as an intermediary between the client and Firstsource, facilitating effective communication.
- Mentor and lead a team of 15-20 fraud associates, setting a high standard for performance.
- Achieve monthly performance targets, including SLAs, productivity, and quality.
- Stay updated on prevalent fraud patterns, identify risks, and help mitigate potential issues.
- Respond to risk-related customer issues of varying complexity.
- Manage and understand key performance indicators (KPIs) to make data-driven decisions.
**Expected Results**
- Meet contractual client obligations.
- Meet internal and client service level agreements (SLAs).
- Meet revenue targets through FTE delivery and staffing levels.
- Meet retention targets for the team.
- Implement process improvements to maximize efficiency.
- Reduce incidents of critical operations process escalations.
- B uild strong internal stakeholder relationships.
- Promote people engagement and development, focusing on retention, development, and succession planning.
**Requirements**
- Bachelor's degree or equivalent work experience.
- 2+ years of experience in Trust & Safety, Fraud, and Risk Prevention Teams, preferably in Fintech or Financial institutions.
- 1+ years of people management experience.
- Deep understanding of common types of financial and online fraud, scams, carding, first-party fraud, account takeovers, etc.
- Ability to think critically and maintain composure in complex situations.
- Capacity to create and monitor operational metrics, providing insights to management on business performance.
