Team Lead
Infosys · IT Services & Consulting
- Bangalore, India
- On-site
- Posted today
- Customer Service & Support
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:
Assisting the Team Lead in monitoring the daily queues.
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.
Educational requirements
Graduate
Experience: 4-6 years