Role Description: The Team Leader for our Europe Business is responsible for leading, managing, and motivating a team of professionals to achieve high-performance results, meet objectives, and contribute to the success of our European business segment.

Leadership and Supervision: Lead and mentor a team of Fraud Team Associates, providing guidance, support, and performance management.

Strategic Planning: Develop and implement comprehensive fraud detection and prevention strategies aligned with organizational goals. Investigation Oversight: Oversee complex fraud investigations, ensuring thoroughness, accuracy, and timely resolution.

Process Improvement: Continuously evaluate and enhance fraud detection systems, processes, and policies to increase efficiency and effectiveness.

Reporting and Analytics: Prepare and present detailed reports on fraud trends, investigation outcomes, and risk assessments to senior management.

Regulatory Compliance: Ensure all fraud management activities comply with relevant laws, regulations, and industry standards.

Monitor and manage team performance, conducting regular performance evaluations, and identifying opportunities for improvement.

Oversee day-to-day operations, ensuring smooth workflow and adherence to company policies and procedures.

Maintain a strong focus on client satisfaction, ensuring that service levels meet or exceed client expectations

Expected/Key Results

• Top of Form Ensure that the team consistently meets Service Level Agreements (SLAs) in accordance with project specifications.
• Take responsibility for delivering exceptional customer service and effectively manage client escalations to maintain client satisfaction.
• Uphold strict adherence to quality standards, established processes, and company policies.
• Manage attendance and roster arrangements to ensure efficient team operations.
• Lead the team effectively, fostering collaboration and resolving conflicts when they arise.
• Invest in self-improvement and continually enhance skill sets to stay at the forefront of the field

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Role: Team Leader

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

About the company

Firstsource is purpose-led and people-first. We create value for our global clients by elevating their customers’ experience at every interaction, be it a call, click, tap, message, or chat. Delivering a great experience to clients starts on the inside – by connecting every Firstsourcer to the role’s purpose. We upskill our people in new-age technologies and focus on supporting their physical, financial, and mental well-being. The result? Everyone aligned to our ‘Digital First, Digital Now’ strategy, our north star, where we pair technology and human touch. Our work focuses on simplifying complex business processes to help our global clients be more efficient, save money and execute brilliantly.