Senior Risk Tools & Automation Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Risk Tools & Automation Lead based in India.
As a Senior Risk Tools & Automation Lead, you will play a key role in transforming the tools and workflows used by risk and fraud investigation teams. You will own the end-to-end agent experience, driving the development of efficient, intuitive, and scalable operational solutions. Working closely with Engineering, Data Science, Product, Design, Legal, and Compliance teams, you will translate operational challenges into impactful technical improvements. You will lead the development of next-generation risk workbenches and identify opportunities to streamline processes through automation and artificial intelligence. Your work will help reduce manual effort, improve investigation accuracy, accelerate decision-making, and strengthen fraud prevention. This is an opportunity to influence strategic initiatives within a global, technology-driven environment while delivering measurable operational impact.

Accountabilities

Agent Experience Optimization: Own and continuously improve the end-to-end experience of risk and fraud investigation teams, covering case intake, investigation, decision-making, documentation, and quality reviews. Observe agent workflows, identify operational challenges, and measure inefficiencies related to handling time, manual steps, context switching, and error rates.

Stakeholder Feedback and Enablement: Establish structured feedback channels, including surveys, office hours, agent networks, and request management processes. Collaborate with Training, Quality, and Workforce Management teams to ensure new tools are effectively introduced through appropriate documentation, training, and adoption monitoring.

Requirements and Roadmap Management: Translate operational needs into clear business requirements, user stories, and acceptance criteria. Own the operational risk tooling roadmap and backlog, prioritizing improvements according to business impact, efficiency gains, risk reduction, and regulatory requirements.

Project Delivery and Testing: Manage tooling requests from initial assessment through implementation. Lead user acceptance testing (UAT), release readiness activities, and post-launch performance evaluations to ensure solutions meet operational expectations.

Workbench Design and Innovation: Define the long-term vision for a unified risk investigation workbench that integrates relevant signals, account histories, payment information, linked entities, and decision-making capabilities. Partner with Design, Platform, and UX Research teams to develop journey maps, wireframes, prototypes, and usability testing initiatives.

Automation and AI Integration: Identify opportunities to automate repetitive operational activities, including case routing, information gathering, data enrichment, case summarization, documentation, and low-risk decision-making. Partner with Engineering and Data Science teams to implement AI-powered capabilities such as agent copilots, recommended actions, and automated workflows.

Governance and Quality Controls: Establish human-in-the-loop processes, monitoring frameworks, and quality safeguards to ensure automation and AI solutions maintain accuracy, fairness, security, and regulatory compliance.

Performance Measurement: Develop business cases for automation initiatives, quantify expected efficiency improvements, and track measurable outcomes such as reduced handling times, improved throughput, increased accuracy, and financial loss prevention. Communicate progress and results to senior leadership.

Cross-Functional Leadership: Act as the primary operational partner for risk tooling initiatives, aligning Engineering, Platform, Data Science, Design, Policy, Legal, Compliance, and Finance stakeholders. Influence strategic decisions, manage competing priorities, and communicate roadmaps, timelines, and project outcomes to both operational teams and executive audiences.

Requirements