Team Lead, Alert Review, Fraud (Acquiring)

Location: India, Hyderabad
Department: Customer (Member) Operations
Posted: November 22, 2024

Team Leader, Alert Review (Acquiring)
Location: India, Hyderabad

Department: Ongoing Monitoring, Member Operations

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind, and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses. 

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale. 

What we’re looking for: 

Here at Tide, we are seeking a highly skilled and experienced Team Leader to oversee our Acquiring Transaction Monitoring team in our first line of defence with experience in transaction monitoring within the card acquiring space or merchant banking, with a deep understanding of fraud detection, compliance, and risk management. This role requires strong leadership skills, along with a deep understanding of fraud prevention, risk management, and compliance within the payments ecosystem.

Your team will be responsible for the monitoring of the transaction and behaviours across our customer base, ensuring we put our genuine members first, whilst spotting and investigating potentially suspicious activity. This role is a key element of our team, so we’re looking for someone who is a passionate investigator, possesses good knowledge on merchant payments, who will help reduce risk to tide, and let our members get back to doing what they love.

As an team leader you’ll be: 

• Lead, manage, and mentor a team of Transaction Monitoring Analysts, ensuring they meet performance metrics, including transaction reviews, case resolution times, and fraud detection accuracy.
• Conduct regular performance reviews, provide constructive feedback, and develop individual training plans to improve team capabilities.
• Manage resources of the team by effective capacity forecasting and monitoring, setting priorities, work allocation and reallocation where necessary.
• Supervise the monitoring of acquiring transactions, ensuring suspicious activities are detected in real-time or through post-transaction analysis.
• Oversee the monitoring of merchant acquiring activities, including card payment authorizations, settlements, chargebacks, and disputes, ensuring all processes follow best practices.
• Ensure all monitored transactions comply with industry regulations and standards, including  AML, and card network rules (Visa, MasterCard, etc.).
• Develop strategies to reduce fraudulent activities across merchant card payments and ensure merchants meet compliance requirements.
• Use data-driven insights to recommend improvements in transaction monitoring processes and fraud mitigation strategies.
• Keep the team updated on emerging fraud trends and adjust detection rules and constantly measure, assess and improve our risk policies, procedures and controls across products
• Foster a collaborative team environment focused on continuous improvement and high operational efficiency.
• Representing your area in front of different stakeholders, including internal and external auditors.

What makes you a great fit: 

• You are willing to work in flexible shift patterns.
• 3-5 years of experience in merchant banking, card acquiring, merchant acquiring, transaction monitoring, or merchant card payments with automated processes and data driven decisioning tools/culture.
• Proven leadership experience, with a track record of managing teams in a fast-paced, high-volume environment.
• Deep understanding of card acquiring processes, merchant acquiring systems, payment networks (Visa, MasterCard, etc.), and fraud detection methodologies.
• Analytical mindset with a proven ability to interpret complex transaction data and identify fraud patterns.
• Excellent communication and stakeholder management skills, with experience in handling escalations and coordinating cross-functional teams.
• Ability to work under pressure, manage competing priorities, and meet deadlines in a fast-paced environment.

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy, our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:

• 25 days paid annual leave
• Extended maternity and paternity leave covered by the company
• Additional health and dental insurance
• We invest in your development with a 40k INR professional L&D budget per year and up to three L&D paid days off
• Snacks, light food, drinks in the office
• Mental wellbeing platform

Tidean Ways of Working 

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.