Team Lead

Responsibilities

● 4-6 years of risk and fraud management experience ● Conduct process training activities such as, but not limited to, new hire training, process refresher training, cross-skilling and other activities that provide learning opportunities for the team. ● Cascade information and escalate issues that will impact the team and/or its customers. ● Facilitate testing activities for any new GP products or systems launched by the business ● Conduct random quality checks for each analyst to assist the Team Lead in identifying areas for improvement needed to manage team and individual quality performance. ● Review errors by the team and ensure that each incident is documented, resolved, and opportunity areas are addressed accordingly. ● Create case briefs and quality finding write-ups ● Ensure that SOPs are kept up-to-date and cascaded to the team. ● Ensure that SLAs are consistently met by:

1. Assisting the Team Lead in monitoring the daily queues.
2. Maintaining the team’s weekly MI. ● Handle merchant escalations. ● Perform tasks and/or projects assigned by the Manager/Director as and when necessary. ● Supporting the delivery of the Worldwide Risk Team’s projects and business initiatives. ● Recommend Risknet enhancements and process improvements in relation to the detection and prevention of high risk and fraudulent activity.