Senior Analyst(Del Ops (Non-Voice))

Responsibilities

• Lead and supervise a team of Fraud Ops analysts, Escalation support and Case Management analyst, providing guidance, support, and operational oversight.
• Monitor team performance against key metrics, including productivity, quality, SLA adherence, backlog management, and fraud detection effectiveness.
• Ensure timely assignment, investigation, escalation, remediation, and closure of fraud cases in accordance with established SLAs.
• Act as the primary escalation point for complex, high-risk, and sensitive fraud investigations requiring advanced review and decision-making.
• Conduct regular coaching sessions, performance reviews, and feedback discussions to drive continuous improvement and skill development.
• Review investigation findings and remediation actions to ensure consistency, accuracy, and compliance with fraud prevention policies and procedures.
• Analyze fraud trends, operational metrics, and case data to identify risks, process gaps, and opportunities for improvement.
• Drive quality assurance initiatives, calibration sessions, and knowledge-sharing activities to maintain investigation standards across the team.
• Prepare operational reports, dashboards, and leadership updates on fraud trends, case volumes, SLA performance, and risk exposure.
• Lead team meetings, training sessions, and policy update discussions to ensure alignment with evolving fraud prevention strategies.
• Support workforce planning, hiring, onboarding, and mentoring of new team members.
• Develop and maintain operational procedures, playbooks, and workflows to improve efficiency, consistency, and fraud mitigation outcomes.
• Foster a culture of accountability, operational excellence, and customer protection while ensuring adherence to compliance and regulatory requirements.

Skills Required

• 5+ years of overall experience, including a minimum of 2 years in Fraud Operations
• Proven experience leading teams in a fast-paced, SLA-driven operational environment.
• Exceptional verbal and written communication skills (CEFR C1 or above).
• Strong understanding of cybersecurity concepts, account security, identity protection, and fraud prevention practices.
• In-depth knowledge of fraud typologies, including Account Takeover (ATO), impersonation, synthetic identities, payment fraud, abuse patterns, and emerging fraud trends.
• Experience managing fraud investigations, escalations, remediation activities, and complex case resolutions.
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, and reporting tools.
• Strong analytical, problem-solving, and risk-based decision-making skills.
• Ability to coach, mentor, and develop team members while driving performance, quality, and operational excellence.
• Strong stakeholder management skills with the ability to collaborate across multiple teams
• Demonstrated ability to manage competing priorities, drive process improvements, and deliver results in a high-volume environment.

Education

• Bachelor’s degree