Full-Time Team Leader, Fraud Operations

Our client’s success is our success. And you make it happen! Payment systems are complex, regulated and everchanging.

We are an established market leading brand focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through innovative technology like the New Payments Platform (NPP) and open banking.

We are looking for a Team Leader to lead a team of Customer Care Specialists and Fraud Officers in our Fraud Operations Contact Centre.

The Team Leader has overall responsibility for establishing and managing the day-to-day operations of a Contact Centre team within Cuscal’s Fraud Operations Team.

• Manage the mitigation of fraud losses & volumes for our clients and their customers.
• Enable the team to provide proactive analysis of fraudulent transactional data to identify fraud trends & risks.
• Liaise with merchants (Visa/Mastercard) and internal departments to assist in the mitigation of fraud.
• Own the development, implementation and management of processes, protocols, and SLA’s to support continuous improvement and superior customer satisfaction.
• Be an escalation point for any issues from employees and customers.
• Monitoring call volumes and service quality, including ensuring actions are followed up and SLAs are met.
• Identify gaps in service quality and develop and implement strategies to address service gaps.
• Conduct quality control audits on team members to ensure the level of service being provided is of the highest quality.
• Management of continuous improvement.

To be successful in this position you will have the following skills and experience:

• Sound knowledge of fraud and card related products - payments, card schemes and technology assisted crime such as online banking
• Strong leadership skills and the ability to lead a team within a complex 24/7 contact centre environment
• A proven track record in managing daily team operations to consistently achieve business objectives and maintain high performance standards
• Proficient in documenting processes to ensure thoroughness and alignment with operational best practices
• Experience in implementing and improving quality processes to drive continuous improvement and enhance client satisfaction
• Effective in managing escalations and resolving service issues promptly, maintaining operational continuity and client satisfaction

Desirable:

• Experience in coaching, mentoring, and developing team members, with a strong focus on creating career development plans and fostering growth opportunities.
• Experience working in a Banking or Financial Services environment.

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