Fraud Operations Team Lead
Stripe•6h ago
BengaluruOnsiteFull-timeMid Level3+ yrs exp
Top focus
Operations AnalystOperations ManagerOperations Consultant
- Who we are
- About Stripe
- Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue
- accelerate new business opportunities. Our mission is to increase the GDP of the internet
- we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
- About the team
- As a leading player in the internet economy, Stripe has a responsibility to protect itself, our users, end customers
- the broader financial ecosystem from harm. Fraud Operations proactively reduces fraud, making it difficult and unprofitable for fraudsters to carry out attacks through Stripe. We build scalable, high-judgement investigation and review operations while minimizing user friction. We work across products, customer segments
- markets and serve as a core pillar of Stripe’s risk strategy.
- What you’ll do
- Stripe is hiring a Team Lead to develop a team of Operations Associates (OAs) within Fraud Operations in Bangalore. You will be responsible for the day-to-day operational execution and performance of your workflow(s), including queue health, SLA attainment
- decision quality. This role requires staying close to the work, remaining hands-on in complex casework (QA and targeted production), modeling high-quality decisioning, providing real-time coaching
- serving as the first-line escalation owner. You will also drive unit-level operational excellence. To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance
- a passion for inspiring a team to deliver outstanding results.
- Responsibilities
- Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgement culture rooted in strong decisioning and customer empathy.
- Own individual performance metrics of Operations Associates and ensure the team consistently meets throughput, SLA, and quality targets.
- Perform specific unit-level execution, including: defining, clarifying, and evolving core processes, leading team meetings, and performing root cause analyses for defects.
- Support team operations including hiring, onboarding, scheduling, and intra-day coverage planning to meet SLAs; provide interview feedback and help maintain a high hiring bar.
- Maintain hands-on casework at a level that enables effective coaching and escalation coverage, without compromising core people-lead responsibilities and team performance management.
- Own and evolve SOPs and decision frameworks for your workflow(s); drive process adherence and consistency through clear guidance, change management, and reinforcement mechanisms.
- Represent your workflow(s) in cross-team forums, surface operational pain points, propose improvements, support rollouts, and drive adoption within your team.
- Serve as the primary escalation point for complex or time-sensitive cases within your unit, in partnership with global fraud stakeholders
- Drive process adherence and consistency across your team through robust quality programs and calibration.
- Participate in leader development and represent Bangalore workflows in global enablement sessions/onsites as needed.
- Who you are
- You are a hands-on people leader and operational owner who thrives in a fast-paced fraud investigation environment. You run a strong performance cadence through clear metrics, coaching
- rigorous decision quality. You can take ambiguous operational problems, use data to diagnose root causes
- drive changes that stick, through influence, alignment
- follow-through, not just instruction. You bring sound judgment, calm execution under pressure
- a bias toward data-backed solutions and measurable improvements in both fraud outcomes and user experience.
- Minimum requirements
- Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment.
- Proven ability to manage a team of frontline operations associates and own their individual performance/productivity.
- Experience with payments, risk, compliance, or financial industry operations.
- Proven ability to define and operationalize team-level metrics (e.g., accuracy/quality, SLAs, throughput) and use data to drive team priorities.
- Strong operational background in new process launches, service delivery, and building operating models at the unit/team level.
- Excellent written and verbal communication skills, including presenting operational updates and representing the team in escalations in English.
- Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example.
- At least 3+ years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals.
- Preferred qualifications
- Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks
- Experience in optimizing unit-level fraud review operations through process redesign and tooling improvements.
- Experience with payments risk (CNP/card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact.
- Strong analytics proficiency (comfort with data to track team performance) and comfort partnering with data science/engineering.
Required skills
fraudriskinvestigationsoperationspaymentscompliancedata analysiscoachingteam management