Team Lead Fraud Investigations

Job Description: Team Lead – Fraud Investigations (BFSI)

Role Summary

The Team Lead – Fraud Investigations will be responsible for managing a team of fraud analysts/investigators handling suspicious transactions, fraud alerts, and financial crime cases across banking processes. The role involves ensuring high-quality investigations, meeting service level agreements (SLAs), driving process improvements, and maintaining compliance with regulatory and client requirements.

Key Responsibilities

1. Team Management

Lead, mentor, and manage a team of fraud investigators (8–20 members typically).

Allocate workload, monitor productivity, and ensure SLA adherence.

Conduct regular performance reviews, coaching, and feedback sessions.

Drive employee engagement, training, and skill development.

2. Fraud Investigation Oversight, Basic to advance understanding of UMR/SMR (Unusual Matter Reports/Suspicious Matter Reports)

Review and approve fraud investigations related to:

Card fraud (credit/debit)/CNP fraud (Card not present)

Account takeover (ATO)/Identity Theft (IDT)

Transaction monitoring alerts

AML/KYC-related suspicious activities

Ensure investigations are completed with accuracy, proper documentation, and within TAT.

Handle complex or escalated fraud cases.

3. Risk & Compliance Management

Ensure processes comply with regulatory requirements (AML, KYC, FATF guidelines, etc.).

Maintain readiness and support internal/external s.

Identify suspicious patterns and escalate high-risk cases appropriately.

4. Stakeholder & Client Management

Act as the primary point of contact for client stakeholders.

Provide regular reporting on fraud trends, case volumes, and KPIs.

Lead governance calls, performance reviews, and escalation handling.

5. Process Improvement & Quality

Monitor quality metrics and implement corrective actions.

Drive process improvements, automation opportunities, and efficiency gains.

Ensure adherence to SOPs and update documentation as required.

6. Reporting & Analytics

Track and report key metrics: productivity, accuracy, fraud trends, SLA adherence.

Perform root cause analysis for fraud incidents and process gaps.

Use data to recommend preventive controls.

Required Skills & Qualifications

Education

Graduate/Postgraduate in Finance, Commerce, Business Administration, or related field.