We are looking for a Fraud & AML Team Lead to supervise and develop a team of Risk & AML agents based in Manila, Philippines. This is a frontline leadership role with direct accountability for the day-to-day quality and performance of a small, specialist team operating at the intersection of fraud, AML, and security.
You will own the operational health of your team, including how effectively agents handle complex cases, how consistently they apply policy, and how quickly escalations are resolved to a high standard. This is not a passive coordinator role. You will be expected to review case decisions, coach agents on judgment, and serve as the final word on escalations before they reach our internal Trust & Safety Manager.
You will work closely with Blockchain.com's internal Trust & Safety Manager, who provides strategic direction, policy guidance, and ongoing calibration. On a daily basis, you will interact with your agents, with QA processes, and with escalation queues. Your success will be measured by the quality of decisions your team makes, not just the speed at which they make them.
This role requires someone who has already led a Trust & Safety or fraud/AML operations team in a fast-paced environment, understands what makes a strong risk operations culture, and can operate with a high degree of autonomy while staying tightly aligned to Blockchain.com standards.
WHAT YOU WILL DO
- Supervise a team of 10-15 Trust & Safety agents, providing daily direction, support, and accountability
- Review escalated and complex fraud and AML cases personally, making sound, well-reasoned final call decisions ahead of escalation to the internal T&S Manager
- Own team-level QA, including regular case audits, calibration sessions, and structured feedback loops for individual agents
- Track and report on team KPIs including case resolution rates, quality scores, SLA adherence, and escalation volumes
- Identify performance gaps in individual agents and follow through with targeted coaching plans, not just generic feedback
- Translate policy updates and guidance from Blockchain.com's internal team into clear, practical operating instructions for agents
- Maintain up-to-date knowledge of fraud patterns, account takeover vectors, and abuse trends relevant to the crypto industry
- Flag emerging case patterns or policy gaps to the internal T&S Manager with enough context to act on
- Conduct regular one-on-ones with each agent and contribute to performance review cycles
- Ensure consistent standards across the team, including how agents document decisions, handle sensitive cases, and apply escalation criteria
- Participate in calibration sessions with Blockchain.com's internal team to keep local QA standards aligned with global expectations
- Support onboarding of new agents by running structured case-based onboarding sessions and certifying readiness before live queue access
WHAT YOU WILL NEED
- 3 to 5 years of experience in Risk and AML, fraud operations, or AML operations, with at least 2 years in a team lead or supervisor role
- Demonstrated experience making and defending complex case decisions involving scams, account takeovers, transaction fraud, or platform abuse
- Track record of running QA processes, including case auditing, calibration, and structured coaching conversations
- Familiarity with SLA management and operational metrics in a case-based environment
- Strong written communication in English, with the ability to document decisions clearly and present performance summaries to internal stakeholders
- Ability to work autonomously and maintain consistent standards without close day-to-day oversight
- Resilience and sound judgment when handling high-sensitivity or time-pressured cases
- Experience in fintech, payments and/or crypto
- Previous experience working with anti-fraud tools (e.g Sardine, Sift), crypto compliance tools (e.g Elliptic, Chainalysis, TRM) and CRM (e.g Zendesk, Salesforce) is a plus
- Basic knowledge of SQL is also a plus
COMPENSATION & PERKS
- Competitive salary based on experience.
- Remote work
- HMO on day 1 (contractor)