Senior Operations Manager (on-site)

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Senior Operations Manager

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.

Location: The role is based fully in the office at 57 Sloane Street, Bryanston

Working hours: Monday to Friday, with the shift probably being 3 pm to 12 pm; however, that is subject to change (US working hours)

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.

What can we offer?

* Attractive salary and benefits such as Medical Aid, Provident Fund,

* Work in a multicultural environment,

* Various trainings (technical & soft skills),

* Development opportunities in a growing multinational company.

As an Equal Opportunity Employer, we encourage you to apply to this position(s) with your preferred CV format. Please note that Genpact does not impose any CV format, nor do we require you to enclose a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.