Senior Operations-Senior Manager – English – On site at Genpact

Role Overview:

• The Senior Manager – Operations will lead and own end-to-end Fraud Operations delivery within a regulated US banking environment. This role is fully accountable for operational performance, quality, customer experience, compliance, financial outcomes, and strategic growth.
• The incumbent will oversee a large-scale contact centre operation (100–200 FTE), drive Early Fraud Warning capabilities, and act as the primary operational interface with the US client. This is a senior leadership role requiring strong executive presence, regulatory awareness, and proven performance delivery. The role works in US Client hours in the office.

Responsibilities:

Operational & Performance Leadership

• Own end-to-end delivery of Fraud Operations performance.
• Drive SLA, KPI, Quality, Productivity, and financial outcomes.
• Lead forecasting, workforce planning, and resource optimization.
• Establish structured governance frameworks and performance cadence.
• Ensure consistent service delivery during volume fluctuations and peak demand.
• Embed performance stability through strong risk management and capacity planning.

Customer Experience & Service Stability

• Champion a customer-first culture within a fraud-sensitive environment.
• Balance fraud prevention with empathetic, friction-reduced customer interactions.
• Drive improvements in CSAT, NPS, and complaint resolution metrics.
• Ensure consistent, predictable service levels across inbound and outbound channels.
• Implement proactive monitoring to prevent service disruption.
• Lead root cause analysis to reduce repeat contacts and improve first contact resolution.
• Strengthen business continuity frameworks to safeguard service stability.
• Maintain operational resilience during growth, change, and regulatory shifts.

Fraud & Risk Management

• Lead Early Fraud Warning and proactive fraud detection strategies.
• Strengthen fraud controls, detection accuracy, and mitigation frameworks.
• Drive continuous improvement in fraud identification and resolution processes.
• Ensure strict adherence to US banking regulatory standards.
• Maintain audit readiness and risk mitigation controls.

Client & Stakeholder Engagement

• Serve as the primary operational contact for US client stakeholders.
• Lead governance calls, performance reviews, and strategic discussions.
• Present insights, performance trends, and stability plans.
• Manage escalations with urgency and transparency.
• Build trusted, long-term client partnerships through consistent delivery.

Leadership & Capability Development

Lead a multi-layer leadership structure including:

• Team Leaders
• Training Manager
• Trainers
• Support Functions
• Build strong leadership capability and succession strength.
• Drive engagement, accountability, and a performance-driven culture.
• Oversee onboarding and continuous training aligned to fraud trends and regulatory updates.

Growth & Scalability

• Manage ramp-ups, workforce expansion, and scope transitions.
• Partner with Talent Acquisition to support hiring strategies.
• Maintain operational stability while scaling resources.
• Optimize cost, productivity, and efficiency during growth cycles.

Minimum Qualifications / Skills

• Bachelor’s Degree in Business, Finance, Operations, or related discipline (Honours preferred).
• 7+ years of Contact Centre Operations experience – in Management role
• Minimum 3+ years managing 80–120 FTE in a regulated environment.
• Proven leadership of Fraud Operations within Banking / Financial Services.
• Demonstrated experience in Early Fraud Warning and fraud detection frameworks.
• Strong background managing both Inbound and Outbound contact centre operations.
• Experience working US hours and directly engaging US-based clients.
• Proven track record of delivering against SLA, KPI, Quality, Compliance, and financial targets.
• Experience managing operational growth and scaling delivery models.
• Strong understanding of regulatory compliance in US financial services.