Anti-Fraud Operations Team Leader

The Role: We are looking for an experienced Anti-Fraud Operations Team Leader to lead our Philippines-based Anti-Fraud Operations team that runs 24 x 7. This role will be responsible for managing daily anti-fraud operations, ensuring timely and accurate handling of fraud alerts, supporting operational escalations, and maintaining strong team performance in a fast-paced, 24/7 operational environment. The ideal candidate should have strong experience in operations management, fraud/risk operations, payment operations or financial services, or similar operational environments, with proven experience in leading frontline teams. Key Responsibilities 1. Team & People Management Lead and manage the Philippines-based Anti-Fraud Operations team. Manage daily manpower allocation, shift coverage, workload distribution, and operational priorities. Conduct regular 1-on-1 sessions, coaching, performance reviews, and development discussions. Monitor individual and team performance against established OKR, KPIs, SLAs, productivity, and quality standards. Identify performance or behavioral issues and implement appropriate improvement plans. Support onboarding and development of new team members. 2. Anti-Fraud Operations Oversee the daily review and handling of fraud and payment-related alerts. Ensure cases are investigated accurately and handled according to established SOPs and risk controls. Provide guidance to team members on complex or high-risk cases. Review escalated cases and support decision-making when additional assessment is required. Ensure potential fraud incidents and high-risk activities are escalated to relevant stakeholders promptly. Maintain appropriate case ownership and ensure operational queues are managed effectively. 3. Operational Performance & SLA Management Monitor daily alert volumes, backlog, turnaround time, SLA performance, and team capacity. Ensure sufficient manpower coverage across required shifts. Identify operational bottlenecks and take corrective action when necessary. Support workload planning during alert spikes, incidents, system issues, or other high-volume periods. Provide regular operational updates and performance reporting to AFOP management. 4. Quality & Process Improvement Ensure the team follows established SOPs, investigation standards, and escalation procedures. Work closely with QA/QC and Training teams to identify knowledge or quality gaps. Provide feedback on existing processes and recommend improvements to increase operational efficiency. Support implementation of new fraud rules, workflows, systems, and operational procedures. Assist management in reducing unnecessary manual work and improving overall team productivity. 5. Cross-Functional Collaboration Work closely with Risk Analysis, Payments Operations, Customer Service, Compliance, Sales/Account Management, and other relevant teams. Coordinate operational responses during fraud incidents or urgent cases. Ensure clear communication between the Philippines team and regional/global stakeholders. Support management with operational projects and other anti-fraud initiatives when required. Requirements Must Have Minimum 2-3 years of experience in Fraud Operations, Risk Operations, Payment Operations, Financial Services Operations, Trust & Safety, or a related field. Minimum 1-2 years of experience in a Team Leader / Supervisor / People Management role. Proven experience managing frontline operational teams and daily workload. Strong understanding of operational KPIs, SLAs, productivity, quality, and performance management. Strong analytical and problem-solving skills. Comfortable handling escalations and making decisions in time-sensitive situations. Strong communication and stakeholder management skills. Good command of written and spoken English. Willing and able to support a 24/7 operations environment, including shift-based operations when required. Preferred Previous experience in payment fraud, account takeover (ATO), chargeback, transaction monitoring, withdrawal/deposit risk, or financial crime operations. Experience working within fintech, payments, banking, brokerage, e-commerce, cryptocurrency, or other financial services environments. Experience managing geographically distributed or multicultural teams. Familiarity with fraud detection systems, case management tools, or transaction monitoring platforms. Basic data analysis skills using Excel or reporting/dashboard tools. Experience participating in process improvement, automation, or operational efficiency projects. Key Competencies We are looking for someone who demonstrates: Strong leadership and ownership People management and coaching capability Fraud and risk awareness Strong escalation management Data-driven decision-making Ability to work under pressure Cross-functional communication Continuous improvement mindset High attention to detail and accountability What Success Looks Like The successful candidate will be expected to build a stable and accountable Philippines AFOP operation by ensuring: Consistent achievement of operational SLA and quality targets Effective manpower and shift management Strong case ownership and escalation discipline Reduced operational backlog and processing delays Continuous improvement in team productivity and investigation quality Strong collaboration between the Philippines team and the wider AFOP organization. About Us: Hytech is a leading management consulting firm specializing in driving digital transformation for businesses in the Fintech industry. We currently operate in 172 countries with over 1,000 employees in more than 30 offices worldwide. Our Philippines Team: We support trading and investment companies in the financial technology sector. Our team is expanding, as we currently handle global accounts and are aiming to provide 24/7 support. What We Do: We combine innovative thinking with unmatched industry expertise to deliver end-to-end data-driven solutions in cloud services, cybersecurity, IT consultancy, and other support services. We’re committed to providing bespoke solutions that meet our clients’ needs and goals. What You Can Expect: Career Growth – Join a pioneering account and unlock your full potential while working with dynamic individuals. Competitive Salary – We value your hard work and offer a fair wage for your efforts. Positive Working Environment – Our goal is to create a workplace where you feel motivated and proud to contribute. Work-Life Balance – We prioritize the wellness of our employees and ensure a fulfilling and enjoyable work experience. Company Perks: Convenient and travel-friendly office location Non-taxable allowances covering rice, medical, clothing, and laundry expenses Complimentary coffee and snacks available in the workplace Employee referral program with incentives Opportunities for career development and internal growth Supportive and collaborative work environment Team-building activities, company events, and birthday celebrations Why Join Us? We believe in fostering a true sense of teamwork. If you're looking for a structured, supportive environment to grow and make an impact, this opportunity is perfect for you. Ready to take the next step? Click the “Apply Now” button to connect with us or email me at <[email hidden]> to refer someone who might be a good fit. We look forward to welcoming you to our team!