Fraud Operations Supervisor - McKinley
Teleperformance
About the role
Position Summary
This role oversees daily operations, ensures adherence to established policies and procedures, manages escalations and appeals, and drives performance against operational KPIs. The supervisor partners with internal stakeholders to maintain service quality, improve detection processes, and ensure operational excellence.
Key Responsibilities
Team Leadership & Management
- Lead, coach, and develop a team of Fraud Operations Analysts.
- Monitor team productivity, quality, attendance, and performance metrics.
- Conduct regular performance reviews, coaching sessions, and development planning.
- Manage staffing schedules to ensure adequate coverage across operational hours.
Fraud Operations
- Oversee investigations of suspicious activities, anomalies, and high-risk transactions.
- Ensure proper handling of escalations and appeals according to established SOPs.
- Review analyst decisions and support complex investigations.
- Monitor fraud trends and emerging patterns affecting business operations.
Quality & Compliance
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Conduct quality reviews and audits of investigation cases.
- Drive continuous improvement initiatives to enhance operational efficiency and accuracy.
- Partner with QA teams on calibration sessions and process updates.
Stakeholder Management
- Communicate operational insights, risks, and performance updates to stakeholders.
- Collaborate with Risk, Compliance, Product, and Operations teams.
- Recommend process improvements based on operational findings and fraud trends.
Qualifications
- Bachelor's degree preferred.
- 2-4 years of people management experience in Fraud Operations, Trust & Safety, Risk Operations, Compliance, or related fields.
- Strong analytical and investigation skills.
- Experience handling escalations and appeals.
- Knowledge of fraud detection methodologies and operational controls.
- Excellent communication and stakeholder management skills.
- Proficiency in Excel, reporting tools, and case management systems.
- B2 or higher English proficiency.
Preferred Experience
- Experience supporting global programs.
- Exposure to fraud prevention, trust & safety, risk operations, or financial crime functions.
- Experience managing KPI-driven operations in BPO/shared services environments.
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