Fraud Operations Team Lead

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, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and 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, and 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, and 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, and 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, and 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, and 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, and rigorous decision quality. You can take ambiguous operational problems, use data to diagnose root causes, and drive changes that stick, through influence, alignment, and follow-through, not just instruction. You bring sound judgment, calm execution under pressure, and 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.

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.  With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ ----------------------------------------------------------------------------------------------------------------------------------   Remote in the UK 🇬🇧 | 💰 £38,300 - £48,400 + £2,500 multilingual premium + Incentive Awards tied to your performance +  Benefits ✨ Start Date: 12th October ⭐ Our Fraud Team Are you interested in leading a team in Fraud? Our EU Fraud Customer Operations team is at the heart of how we protect Monzo EU and our customers. We’re looking for individuals with a blend of experience in Fraud, Leadership, and setting up a brand-new Spanish-speaking team to join our EU Fraud Operations. While Spanish is the core focus for this role, the ability to speak other languages is a massive advantage as we continue to grow. Your team will consist of around 10 - 12 Fraud Investigators, and could be focused on a number of different tasks - including Prevention, Unauthorised and Authorised Fraud and Bank communications.  As a Team Manager, you'll be responsible for managing the personal and professional development of your team members, providing coaching & feedback on fraud tasks, driving exceptional individual and collective performance, guiding individuals through hard times, and celebrating their successes. You’ll hold weekly meetings with your team members (both individually and together as a team) to ensure everyone is informed, engaged, and performing in their role. You’ll also be responsible for aggregating the feedback that your team provides in these meetings and feeding it into operational leadership to ensure we continue to improve on our processes and tooling. Team Managers are also heavily involved in our hiring processes, and regularly act as interviewers - so you’ll have the opportunity to help shape the team as it continues to grow. 🔑 You’ll play a key role by... * Conduct quality checks on senior fraud investigators to drive performance and identify coaching opportunities. * Handle feedback from L20 Investigators and working alongside EU Senior manager & EU Operations analysts to improve process/guidance  * Manage personal & professional development of a team of senior investigators. * Foster a positive, supportive, and high performance culture in the team with high levels of engagement. * Chairing employee relations cases and making decisions consistent with Monzo’s values. * Working with Senior Manager on building EU team from scratch and how we scale the team for future growth  🤩 We’d love to hear from you if… * You are Fluent in English & Spanish, both in written and verbal communication skills  * You have strong experience of team leadership across Fraud within the financial services sector. * You have proven ability to drive excellent performance through others. * You have strong knowledge and experience in the financial sector, previous experience in carrying out Fraud investigations  * You have knowledge of the current financial crime landscape in the UK and the EU, and associated fraud risks. The working hours to be covered by the team will be 8am - 6.30pm and this will be based on 8.5 hours per day (with a 1 hour lunch included). The successful candidate will be required to be flexible in order to meet our customer demand and this will include infrequent weekend working. The start date for the role will be 12th October and you must be able to commit to the first 6 weeks. No holidays/time off will be authorised during this period. 🙌 What’s in it for you 💰 £38,300 - £48,400 📍 This role is remote based in the UK. 📚£1,000 learning budget each year to use on books, training courses and conferences. 🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.  ➕ Plus lots more! Read our full list of benefits. 🌈 The application journey has 3 key steps * Application questions * Video Call with a Recruiter * Leadership/Technical Interview Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you! This process should take around 3 - 4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!  We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. #LI-SW1 ---------------------------------------------------------------------------------------------------------------------------------- Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊