Team Lead, Client Experience Operations (Risk and Security)
Core
Lead a frontline squad of 6–12 CX Specialists at the intersection of Client Experience, Platform Security, and Risk Operations to protect client assets and de-escalate high-stakes security inquiries.
Role type
Senior Team Lead, Risk & Security Operations
Builds
Risk containment workflows and frontline verification processes for a retail fintech platform
Domain
Retail Fintech / Cybersecurity / Fraud Prevention
Required skills
People leadership, risk vector analysis, fraud de-escalation, regulatory compliance, team performance management, real-time volume monitoring
Preferred skills
Bilingual fluency (French/English), CSC certification, ACAMS certification
Technologies
Risk channel tools, verification workflows, security monitoring systems
Responsibilities
Manage intraday volume across risk channels to meet adherence and resolution targets; Monitor real-time volume patterns for threat surges and reallocate squad capacity; Serve as senior operational point of contact for complex fraud and identity compromise cases; Partner with InfoSec and Compliance to refine verification workflows; Drive team performance through coaching and reviews; Conduct quality calibrations for regulatory and security protocol compliance
