Role Overview:<\/p>\n
\tThe Senior Manager \u2013 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.
\n\tThe incumbent will oversee a large-scale contact centre operation (100\u2013200 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.<\/p>\n
Responsibilities:<\/p>\n
Operational & Performance Leadership<\/p>\n
\tOwn end-to-end delivery of Fraud Operations performance.
\n\tDrive SLA, KPI, Quality, Productivity, and financial outcomes.
\n\tLead forecasting, workforce planning, and resource optimization.
\n\tEstablish structured governance frameworks and performance cadence.
\n\tEnsure consistent service delivery during volume fluctuations and peak demand.
\n\tEmbed performance stability through strong risk management and capacity planning.<\/p>\n
Customer Experience & Service Stability<\/p>\n
\tChampion a customer-first culture within a fraud-sensitive environment.
\n\tBalance fraud prevention with empathetic, friction-reduced customer interactions.
\n\tDrive improvements in CSAT, NPS, and complaint resolution metrics.
\n\tEnsure consistent, predictable service levels across inbound and outbound channels.
\n\tImplement proactive monitoring to prevent service disruption.
\n\tLead root cause analysis to reduce repeat contacts and improve first contact resolution.
\n\tStrengthen business continuity frameworks to safeguard service stability.
\n\tMaintain operational resilience during growth, change, and regulatory shifts.<\/p>\n
Fraud & Risk Management<\/p>\n
\tLead Early Fraud Warning and proactive fraud detection strategies.
\n\tStrengthen fraud controls, detection accuracy, and mitigation frameworks.
\n\tDrive continuous improvement in fraud identification and resolution processes.
\n\tEnsure strict adherence to US banking regulatory standards.
\n\tMaintain audit readiness and risk mitigation controls.<\/p>\n
Client & Stakeholder Engagement<\/p>\n
\tServe as the primary operational contact for US client stakeholders.
\n\tLead governance calls, performance reviews, and strategic discussions.
\n\tPresent insights, performance trends, and stability plans.
\n\tManage escalations with urgency and transparency.
\n\tBuild trusted, long-term client partnerships through consistent delivery.<\/p>\n
Leadership & Capability Development<\/p>\n
Lead a multi-layer leadership structure including:<\/p>\n
\tTeam Leaders
\n\tTraining Manager
\n\tTrainers
\n\tSupport Functions
\n\tBuild strong leadership capability and succession strength.
\n\tDrive engagement, accountability, and a performance-driven culture.
\n\tOversee onboarding and continuous training aligned to fraud trends and regulatory updates.<\/p>\n
Growth & Scalability<\/p>\n
\tManage ramp-ups, workforce expansion, and scope transitions.
\n\tPartner with Talent Acquisition to support hiring strategies.
\n\tMaintain operational stability while scaling resources.
\n\tOptimize cost, productivity, and efficiency during growth cycles.<\/p>\n
Minimum Qualifications \/ Skills<\/p>\n
\tBachelor\u2019s Degree in Business, Finance, Operations, or related discipline (Honours preferred).
\n\t7+ years of Contact Centre Operations experience \u2013 in Management role
\n\tMinimum 3+ years managing 80\u2013120 FTE in a regulated environment.
\n\tProven leadership of Fraud Operations within Banking \/ Financial Services.
\n\tDemonstrated experience in Early Fraud Warning and fraud detection frameworks.
\n\tStrong background managing both Inbound and Outbound contact centre operations.
\n\tExperience working US hours and directly engaging US-based clients.
\n\tProven track record of delivering against SLA, KPI, Quality, Compliance, and financial targets.
\n\tExperience managing operational growth and scaling delivery models.
\n\tStrong understanding of regulatory compliance in US financial services.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
genpact.taleo.net<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/genpact.taleo.net","_company_name":"Genpact","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes primarily for Global Fortune 500 companies. We think... read more with design, dream in digital, and solve problems with data and analytics. Combining our expertise in end-to-end operations and our AI-based platform, Genpact Cora, we focus on the details \u2013 all 87,000+ of us. From New York to New Delhi and more than 25 countries in between, we connect every dot, reimagine every process, and reinvent companies\u2019 ways of working. We know that reimagining each step from start to finish creates better business outcomes. Whatever it is, we\u2019ll be there with you \u2013 accelerating digital transformation to create bold, lasting results \u2013 because transformation happens here. Get to know us at Genpact.com and Twitter, YouTube, and Facebook.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[72],"class_list":{"0":"post-31268","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time-onsite"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/31268","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=31268"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=31268"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=31268"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}