Senior Fraud Operations Manager

This is a senior-level role that requires experience in managing teams in a BPO setup. The ideal candidate will have a strong background in fraud operations and excellent leadership skills.

• Operations Supervision:
  • Oversee daily team activities to ensure adherence to the company's code of conduct, SOPs, and operational models.
  • Monitor team attendance, schedule adherence, task completion, and service delivery to drive consistency and accountability.
  • Serve as the primary communication bridge between management and frontline agents.
  • Ensure process and knowledge management (KM) compliance and foster a positive, inclusive, and goal-oriented team culture.
  • Proactively manage escalations from customers and internal stakeholders; ensure timely and complete resolution.
• Performance Management
  • Track, analyze, and manage individual and team performance against defined KPIs (AHT, CSAT, FCR, etc.).
  • Provide regular coaching, performance feedback, and structured reviews to team members.
  • Identify performance trends and implement action plans to address gaps or underperformance.
  • Share data-driven insights and recommendations with management to support decision-making and drive improvements.
• People Development & Engagement:
  • Mentor, motivate, and groom team members by addressing both skill and will gaps.
  • Facilitate learning through process updates, refreshers, and targeted coaching sessions.
  • Support career planning and succession development through ongoing talent assessments and upskilling initiatives.
• Governance & Client Interaction:
  • Conduct internal and external governance reviews to share performance updates and improvement plans.
  • Coordinate with operations managers to align on resources, training needs, and support systems for seamless delivery.
  • Ensure high levels of service quality and compliance in accordance with contractual obligations.
• Process Improvement:
  • Promote and implement process improvement ideas using Lean/Six Sigma methodology.
  • Collaborate with quality and training functions to close knowledge gaps and drive operational excellence.
• Benefits:
  • HMO for Employee and 2 Dependents (On Day 1)
  • Quarterly performance bonus
  • 24 Leaves Annually

We value Diversity, Equity, and Belongingness. This organization values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, it complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law.

The ideal candidate will be someone who can lead a team effectively, has strong analytical skills, and can make sound decisions quickly. If you are looking for a challenging role that offers opportunities for growth and development, then this could be the perfect opportunity for you.

• A minimum of 4 years of voice BPO experience in Fraud Contact Center, Fraud & Non-Fraud Investigations
• Required financial/fraud voice background
• Bachelor's degree in any course
• A minimum of 3 years in the role of a Team Leader – must have handled a team of voice agents
• Amenable to work in shifting schedules.
• Amenable to work onsite.
• Able to start ASAP.

• In-depth understanding of the respective LOB (Customer Care, Fraud Contact Center, Fraud & Non-Fraud Investigations, Collections) – voice operations
• Strong communication, decision-making, and analytical skills
• Passion for customer service and team development