Job Description 

The Team

The Trust team works to build trust and keep bad actors out of all sides of our marketplace: consumers, riders and partners. As a Fraud Operations Team Lead, you will supervise a dedicated team of fraud investigators. 

This team analyses fraud and abuse using automated decision-making, which helps us to identify the core cause of problems and identifies opportunities for development for our product and data science teams.

Your success in this role requires a well-rounded approach, combining knowledge & proactivity, Creating a supportive team environment and utilizing data for insights are essential.

Additionally, you'll manage staffing, address ad hoc investigations, and promptly resolve critical issues to contribute to the organization's overall objectives.

What you will do

• You will be reporting to Fraud Operation Lead based in UK.
• Monitor team performance and output on a daily basis to ensure targets are met.
• Utilise data tools to manage team performance, allocating daily workloads, resources, and staff.
• Provide constructive feedback during regular team catch-ups and employee performance reviews to ensure your team is set up for success.
• Recruit, onboard new employees, fostering a culture of learning and development. 
• Embody the Deliveroo values as a company ambassador, nurturing an inclusive culture.
• Stay up-to-date with customer issues and trends, and disseminate relevant information across data science, product and operations teams.
• Independently plan, organise, and achieve departmental goals, such as creating and implementing training material.
• Evaluate and ensure audits and tasks handled by investigators are completed correctly and following our policies and expectations.
• Be an escalation point for complex issues, employing an optimisation-oriented approach to problem resolution.
• This is a Hybrid opportunity based in Hyderabad, working in UK Shift.

Requirements:

• 3+ years of experience in Team management and coaching experience
• Demonstrated experience in training and upskilling internal team members
• Demonstrated experience to succeed in a dynamic organisation, making improvements.
• Planning and strategy experience
• Expertise to meet goals frequently exercising sound logic when making decisions
• Experience in a fraud prevention role at the merchant or issuer level 
• Knowledge of Customer Service systems would be beneficial
• Skills to collate data from multiple sources, including data dashboards, to decide an outcome.
• A curiosity to learn and develop in the fraud and abuse domain

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer multiple great benefits in areas including health, family, finance, community, convenience, growth and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is experience with (most) food and a desire to be part of one of the fastest-growing startups in an exciting space.

Benefits

At Deliveroo, we believe that our employees are our most valuable asset. We are committed to providing a comprehensive benefits package that supports their well-being, financial security, and work-life balance. Join our team and enjoy your benefits such as Health Insurance for for you and your eligible dependents including parents, Gym reimbursement, Paid time off, Professional development.

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