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Checkout.com is a global fintech platform powering over 10 billion transactions yearly for companies like eBay, Spotify, Klarna, Uber, and Sony. As Team Leader for Fraud Operations, you will serve as the primary architect of operational output and staffing excellence, merging analytical capacity planning with direct floor management to ensure seamless execution of verification tasks across multiple sites.
You will build and mentor a high-performance team of fraud operations operators, fostering a unified "One Team" culture between internal staff and BPO partners while maintaining consistent productivity and quality standards globally. You'll design and oversee individual performance monitoring frameworks that establish fair, transparent, and objective systems for measuring productivity and operational impact.
Key responsibilities include developing sophisticated capacity planning models that forecast staffing needs based on product launches and evolving methodologies, collaborating with Customer Success teams to forecast merchant activity and adjust staffing dynamically, and directly managing multi-site production across internal and outsourced locations. You'll ensure contractual SLA adherence and cost-efficiency through rigorous performance reviews and maintain master documentation for all production activities including data access protocols, staffing workflows, and incident management plans.
You will organize and maintain Business Continuity Plans to ensure the Operations department can respond immediately to major disruptions, maintain the "Gold Standard" for incident response with documented on-call rotations and escalation paths, and oversee post-mortem incident reports. You'll regularly evaluate and update operational policies regarding merchant prioritization to align with Account Management objectives.
Additionally, you'll maintain real-time visibility into operational health through live monitoring dashboards and advanced capacity planning tools, identify manual bottlenecks on the production floor, and implement automated solutions or workflow optimizations to streamline verification processes. The role operates on a hybrid model with three days per week in the Paris office to support collaboration and connection.
