Fraud & AML Team Lead

Team Leadership:

• Supervise a team of 10-15 Trust & Safety agents, providing daily direction, support, and accountability.
• Conduct regular one-on-ones with each agent and contribute to performance review cycles.

Case Management:

• Review escalated and complex fraud and AML cases personally, making sound, well-reasoned final call decisions.
• Track and report on team KPIs including case resolution rates, quality scores, SLA adherence, and escalation volumes.

Quality Assurance:

• Own team-level QA, including regular case audits, calibration sessions, and structured feedback loops.
• Participate in calibration sessions with Blockchain.com's internal team to keep local QA standards aligned with global expectations.

Policy Implementation:

• Translate policy updates from internal team into clear, practical operating instructions for agents.
• Flag emerging case patterns or policy gaps to internal T&S Manager with enough context to act on.