Senior Operations Manager (Contact Centre)

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Senior Operations Manager (Contact Centre)

On site Johannesburg

Location: JHB (South Africa), Bryanston

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 US Client hours in office. (shift work)

Key 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

* Bachelor’s Degree in Business, Finance, Operations, or related discipline (Honors preferred).

* 7+ years of Contact Centre Operations experience – in Management role

* Minimum 3+ years managing 80–120 FTE in a regulated environment.

* Must be willing to work US hours (this would include nightshift work)

* 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.

What can we offer?

* Attractive salary;

* Stable job offers - employment contract

* Work in a multicultural and diverse environment with employees from over 30 countries

* Genpact supports professional trainings and great career development opportunities

* Free access to our award-winning learning platform

* Benefits such as Medical Aid, Retirement and risk benefits

In case Genpact does not respond to your application within 30 days, please consider it was not successful for the current recruitment process for this role.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation

• Make an impact – Drive change for global enterprises and solve business challenges that matter

• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities

• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.