Senior Operations-Senior Manager – English – On site

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.

Apply via company website ( N / A ) or

genpact.taleo.net