Team Lead, Trust & Safety Ops (Bangalore)

Responsibilities

• Lead and coach a team of Trust & Safety Analysts across Fraud Operations and Disputes workflows.
• Own daily operational performance across fraud alerts, transaction monitoring, manual reviews, disputes, escalations, productivity, quality, and SLA adherence.
• Act as the senior operational escalation point for complex cases, ensuring decisions are timely, consistent, and risk-based.
• Drive high standards of communication, structure, and follow-through across the team, ensuring priorities, risks, escalations, and decisions are clearly documented and communicated.
• Partner closely with the L2 Analysts to improve decision quality, run calibration sessions, identify knowledge gaps, and ensure analysts are aligned with internal policies, risk frameworks, and card network rules.
• Use QA insights, operational data, case trends, and analyst performance data to coach the team, improve playbooks, and strengthen decision-making across fraud and disputes workflows.
• Identify fraud and chargeback trends, operational bottlenecks, control gaps, and emerging risks, then turn these insights into clear action plans and measurable improvements.
• Lead strategic initiatives across Trust & Safety Ops, including process redesign, workflow optimisation, playbook development, tooling improvements, automation opportunities, and AI-enabled operational enhancements.
• Collaborate with other teams to improve fraud controls, dispute outcomes, customer experience, and operational scalability.
• Create a high-accountability team culture where ownership, responsiveness, operational discipline, and proactive problem-solving are the standard.

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