Operations Team Lead

About Us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi’s first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out of its headquarters in Riyadh, Saudi Arabia with other regional and global support offices..

Your Role

As the Operations Team Lead for Trust & Safety, you will manage a dedicated team of Fraud Investigators. Your mission is to ensure the integrity of the Tamara ecosystem by overseeing the investigation of suspicious merchant and customer activities.

You are a mentor who leads by example, a data professional who can spot trends before they become threats, and a communicator who can align your team with Tamara’s fast-paced goals. You will foster a culture of urgency, precision, and continuous improvement, ensuring that while we block bad actors, we maintain the "unique experience" our legitimate customers expect.

Your responsibilities

• Team Management & Mentorship: Lead, coach, and develop a team of Trust & Safety Investigators. Conduct regular 1:1s, performance reviews, and quality audits to ensure high standards of investigation and reporting.
• Operational Oversight: Manage daily workflow distribution to ensure all suspicious transactions, alerts, and anomalies are investigated within strict SLAs.
• Escalation Handling: Act as the final point of contact for complex fraud cases, providing expert guidance on high-risk decisions and coordinating with internal and external stakeholders when necessary.
• Process Optimization: Identify bottlenecks in the investigation workflow. Partner with Product and Engineering teams to refine fraud detection tools and automate manual processes.
• Reporting & Insights: Translate raw team data into actionable insights for senior leadership. Track KPIs such as detection rates, false positives, and investigator efficiency.
• Strategy Implementation: Collaborate with the Strategy team to implement new prevention measures and stay ahead of emerging fraud trends.
• Shift Management: Oversee team scheduling to ensure 24/7 coverage.

Your expertise

• Bachelor's degree in a related field or equivalent experience
• 4+ years in Fraud Prevention, Compliance or AML, with at least 1-2 years in a leadership or senior-level role (preferably in Fintech or E-commerce).
• Knowledge or Excel, SQL and Python is preferred
• Bilingual fluency in English and Arabic.
• Strong analytical skills and attention to detail
• Excellent communication and interpersonal skills
• Exceptional empathy for both customers and team members, with the ability to remain calm and decisive under high-pressure, urgent situations