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Team Manager, Fraud Ops GEC

Gurugram, India

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Date live: 05/06/2026

Business Area: Group Economic Crime COO

Area of Expertise: Banking Operations

Contract: Permanent

Reference Code: JR-0000101217

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Barclays Banking Operations

Put yourself at the heart of the Barclays. A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, we’re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you'll play a vital role in our customers' financial lives. Here, your voice is heard, and you’ll have the support and opportunities to thrive.

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Step into the role of Team Manager, Fraud Ops GEC at Barclays, where you'll provide first-class support by conducting in-depth due diligence, ensuring compliance with regulatory requirements, and safeguarding our clients and organization with expertise and care.

About Fraud Operations

Within Barclays’ Group Economic Crime (GEC) Chief Operating Office, the Fraud Operations Team Manager is a mid-level leadership role accountable for the effective delivery of fraud prevention and response services. The role sits within Barclays International (BI) Fraud Operations and has end-to-end responsibility for core fraud servicing activities including: 

  • Fraud Detection (transaction monitoring, alert handling, and customer contact).

  • Fraud Investigation (case assessment, decisioning, and escalation).

  • Fraud Aftercare (post-fraud customer remediation and account resolution).

  • Fraud Chargebacks and Disputes (fund recovery through card scheme processes).

  • Operating from Barclays’ India Service Centre, the Team Manager ensures operational performance, control integrity, and customer outcomes meet Barclays’ global standards, while protecting the bank from financial and reputational risk associated with economic crime.

Overall purpose of role

To manage a large and diverse team of Process Associates working towards pre-defined targets. Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents. Assist the Operations Manager in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership. Through strong leadership, control discipline, and collaboration, the Fraud Operations Team Manager ensures effective execution of Barclays’ fraud risk strategy, delivering robust fraud protection while maintaining customer trust, regulatory compliance, and operational excellence across Barclays’ India operations. 

You may be assessed on key critical skills relevant for success in role such as:

End-to-End Fraud Operations Management 

  • Lead and oversee fraud servicing across detection, investigation, aftercare, and chargebacks, ensuring seamless hand-offs across the fraud lifecycle. 

  • Ensure all fraud activity is delivered within agreed SLAs, policy requirements, and customer experience standards. 

  • Maintain operational readiness to respond to emerging fraud threats, volume surges, and system incidents. 

Operational Performance and Quality Control 

  • Set, monitor, and deliver performance targets covering fraud losses, turnaround times, service levels, and workload productivity. 

  • Drive strong Quality Assurance (QA) outcomes and embed continuous improvement based on QA findings. 

  • Champion Quality of Decision (QOD) initiatives to improve fraud decision accuracy, reduce false positives, and protect genuine customer transactions. 

Fraud Loss Prevention and Recovery 

  • Own fraud loss performance within area of responsibility, ensuring outcomes remain within budget and risk appetite. 

  • Ensure timely and effective recovery actions, including chargebacks, representment, and liability decisions. 

  • Analyse fraud trends, root causes, and systemic risks, partnering with Fraud Strategy and Analytics to strengthen controls. 

Governance, Risk, and Compliance 

  • Maintain a strong first-line control environment in line with Barclays’ fraud policies, standards, and regulatory obligations. 

  • Ensure accurate and timely logging, investigation, and remediation of operational risk incidents via Barclays’ risk systems. 

  • Prepare and present performance, risk, and control updates for governance forums including Monthly Business Reviews and risk committees. 

  • Support second-line reviews, regulatory reviews, and Internal Audit activity with transparent and well-evidenced responses. 

Collaboration with Fraud Strategy, Analytics, and Technology 

  • Act as the operational interface between frontline teams and Fraud Strategy, Analytics, and Technology partners. 

  • Provide feedback on rule and model performance, alert quality, and emerging fraud typologies. 

  • Support the controlled implementation of new tools, system changes, and analytical enhancements into live operations. 

Stakeholder Management 

  • Serve as the primary operational contact for fraud servicing with internal stakeholders including:  Business and Product teams, Fraud Risk and Controls, Fraud Strategy, Analytics, and Technology.

  • Manage escalations involving high-value customers, corporate clients, or complex fraud incidents. 

  • Support external engagement where required, including scheme interactions and regulatory information requests. 

  • Workforce Management and Delivery Model.

  • Manage staffing, skills, and capacity within the India fraud operations delivery model. 

  • Forecast demand and optimize resourcing. 

  • Ensure operational resilience through multi-site delivery, real-time resource deployment, and business continuity planning. 

  • Drive productivity and “Ways of Working” improvements, including automation and process simplification. 

People Leadership and Development 

  • Lead, coach, and develop fraud analysts and team leaders, promoting a high-performance and inclusive culture. 

  • Set clear performance objectives aligned to risk, quality, and customer outcomes. 

  • Address underperformance through structured improvement plans and recognize high performance consistently. 

  • Drive colleague engagement, retention, and capability-building initiatives. 

  • Support succession planning and talent development to strengthen leadership pipeline within Fraud Operations. 

Decision-making and Problem Solving

  • Desired candidate should be proactive, forthcoming with sound exposure to Fraud and Card operations.

  • Should be able to counter Conflicts constructively, keeping business interests in mind.

  • The incumbent should be analytical in their approach to take decisions and solve problems.

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

  • Keep up to date with all governance and mandatory training

  • Adherence to local & business policies and procedures

  • Communication of risk both with immediate team and up the line.

Desirable skills/Preferred Qualifications:

  • Achieving high standards and delivering results with accuracy and attention to detail

  • Flexibility in hours of work and ability to work in changing shifts patterns

  • Experience in Fraud Operations

  • Demonstrated Operational team handling skills in the past

You may be assessed on key essential skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Gurugram.

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. 

Accountabilities

  • Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices.
  • Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
  • Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
  • Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
  • Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
  • Compliance with all regulatory requirements and internal policies related to customer experience.
  • Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
  • Management of attrition by working closely with HR in implementing retention initiatives for work force.

Analyst Expectations

  • To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
  • Requires in-depth technical knowledge and experience in their assigned area of expertise
  • Thorough understanding of the underlying principles and concepts within the area of expertise
  • They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
  • If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
  • OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
  • Will have an impact on the work of related teams within the area.
  • Partner with other functions and business areas.
  • Takes responsibility for end results of a team’s operational processing and activities.
  • Escalate breaches of policies / procedure appropriately.
  • Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
  • Advise and influence decision making within own area of expertise.
  • Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
  • Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
  • Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
  • Make evaluative judgements based on the analysis of factual information, paying attention to detail.
  • Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
  • Guide and persuade team members and communicate complex / sensitive information.
  • Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Gain access to wellness rooms, gyms and mental health support.

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Modern spaces designed for teamwork and brainstorming.

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Health and wellness

Gain access to wellness rooms, gyms and mental health support.

A place where you can belong

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Collaborative Areas

Modern spaces designed for teamwork and brainstorming.

More than work

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
How to ApplyRead our FAQ's
Barclays

Working flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.

Hybrid working

We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Find more information

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