Team Manager, Fraud Ops GEC

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. 

Accountabilities

• Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices.
• Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
• Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
• Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
• Compliance with all regulatory requirements and internal policies related to customer experience.
• Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for work force.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Step into the role of Team Manager, Fraud Ops GEC at Barclays, where you'll provide first-class support by conducting in-depth due diligence, ensuring compliance with regulatory requirements, and safeguarding our clients and organization with expertise and care.

About Fraud Operations

Within Barclays’ Group Economic Crime (GEC) Chief Operating Office, the Fraud Operations Team Manager is a mid-level leadership role accountable for the effective delivery of fraud prevention and response services. The role sits within Barclays International (BI) Fraud Operations and has end-to-end responsibility for core fraud servicing activities including: 

• Fraud Detection (transaction monitoring, alert handling, and customer contact).

  
  
  

• Fraud Investigation (case assessment, decisioning, and escalation).

  
  
  

• Fraud Aftercare (post-fraud customer remediation and account resolution).

  
  
  

• Fraud Chargebacks and Disputes (fund recovery through card scheme processes).

  
  
  

• Operating from Barclays’ India Service Centre, the Team Manager ensures operational performance, control integrity, and customer outcomes meet Barclays’ global standards, while protecting the bank from financial and reputational risk associated with economic crime.

  
  
  

Overall purpose of role

To manage a large and diverse team of Process Associates working towards pre-defined targets. Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents. Assist the Operations Manager in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership. Through strong leadership, control discipline, and collaboration, the Fraud Operations Team Manager ensures effective execution of Barclays’ fraud risk strategy, delivering robust fraud protection while maintaining customer trust, regulatory compliance, and operational excellence across Barclays’ India operations. 

You may be assessed on key critical skills relevant for success in role such as:

End-to-End Fraud Operations Management 

• Lead and oversee fraud servicing across detection, investigation, aftercare, and chargebacks, ensuring seamless hand-offs across the fraud lifecycle. 

  
  
  

• Ensure all fraud activity is delivered within agreed SLAs, policy requirements, and customer experience standards. 

  
  
  

• Maintain operational readiness to respond to emerging fraud threats, volume surges, and system incidents. 

  
  
  

Operational Performance and Quality Control 

• Set, monitor, and deliver performance targets covering fraud losses, turnaround times, service levels, and workload productivity. 

  
  
  

• Drive strong Quality Assurance (QA) outcomes and embed continuous improvement based on QA findings. 

  
  
  

• Champion Quality of Decision (QOD) initiatives to improve fraud decision accuracy, reduce false positives, and protect genuine customer transactions. 

  
  
  

Fraud Loss Prevention and Recovery 

• Own fraud loss performance within area of responsibility, ensuring outcomes remain within budget and risk appetite. 

  
  
  

• Ensure timely and effective recovery actions, including chargebacks, representment, and liability decisions. 

  
  
  

• Analyse fraud trends, root causes, and systemic risks, partnering with Fraud Strategy and Analytics to strengthen controls. 

  
  
  

Governance, Risk, and Compliance 

• Maintain a strong first-line control environment in line with Barclays’ fraud policies, standards, and regulatory obligations. 

  
  
  

• Ensure accurate and timely logging, investigation, and remediation of operational risk incidents via Barclays’ risk systems. 

  
  
  

• Prepare and present performance, risk, and control updates for governance forums including Monthly Business Reviews and risk committees. 

  
  
  

• Support second-line reviews, regulatory reviews, and Internal Audit activity with transparent and well-evidenced responses. 

  
  
  

Collaboration with Fraud Strategy, Analytics, and Technology 

• Act as the operational interface between frontline teams and Fraud Strategy, Analytics, and Technology partners. 

  
  
  

• Provide feedback on rule and model performance, alert quality, and emerging fraud typologies. 

  
  
  

• Support the controlled implementation of new tools, system changes, and analytical enhancements into live operations. 

  
  
  

Stakeholder Management 

• Serve as the primary operational contact for fraud servicing with internal stakeholders including: Business and Product teams, Fraud Risk and Controls, Fraud Strategy, Analytics, and Technology.

  
  
  

• Manage escalations involving high-value customers, corporate clients, or complex fraud incidents. 

  
  
  

• Support external engagement where required, including scheme interactions and regulatory information requests. 

  
  
  

• Workforce Management and Delivery Model.

  
  
  

• Manage staffing, skills, and capacity within the India fraud operations delivery model. 

  
  
  

• Forecast demand and optimize resourcing. 

  
  
  

• Ensure operational resilience through multi-site delivery, real-time resource deployment, and business continuity planning. 

  
  
  

• Drive productivity and “Ways of Working” improvements, including automation and process simplification. 

  
  
  

People Leadership and Development 

• Lead, coach, and develop fraud analysts and team leaders, promoting a high-performance and inclusive culture. 

  
  
  

• Set clear performance objectives aligned to risk, quality, and customer outcomes. 

  
  
  

• Address underperformance through structured improvement plans and recognize high performance consistently. 

  
  
  

• Drive colleague engagement, retention, and capability-building initiatives. 

  
  
  

• Support succession planning and talent development to strengthen leadership pipeline within Fraud Operations. 

  
  
  

Decision-making and Problem Solving

• Desired candidate should be proactive, forthcoming with sound exposure to Fraud and Card operations.

  
  
  

• Should be able to counter Conflicts constructively, keeping business interests in mind.

  
  
  

• The incumbent should be analytical in their approach to take decisions and solve problems.

  
  
  

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

• Keep up to date with all governance and mandatory training

  
  
  

• Adherence to local & business policies and procedures

  
  
  

• Communication of risk both with immediate team and up the line.

  
  
  

Desirable skills/Preferred Qualifications:

• Achieving high standards and delivering results with accuracy and attention to detail

  
  
  

• Flexibility in hours of work and ability to work in changing shifts patterns

  
  
  

• Experience in Fraud Operations

  
  
  

• Demonstrated Operational team handling skills in the past

  
  
  

You may be assessed on key essential skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Gurugram.