Front Line Manager - R&C - Financial Crime & Risk Management 4B

Genpact Ltd.; Gurugram District; Sur place; INR 1 400 000 - 2 200 000; Plein temps

Résumé du poste

Genpact Ltd. is seeking an experienced Front Line Manager to lead Card Protection and Scam Detection analysts for a major American banking client.

You will drive performance, ensure compliance, and deliver high-quality customer experiences while mitigating fraud and scam risks. The role focuses on managing day-to-day operations, coaching staff, analyzing metrics, and coordinating with Quality, Training, Workforce Management, and Client teams to implement improvements.

Qualifications

• Bachelors or Masters degrees in economics, finance, statistics, MBA or risk management.
• Experience leading a customer-facing fraud, risk or financial crime team is preferred.
• Strong communication, coaching and incident-management abilities.

Responsabilités

• Lead and manage a team of Card Protection & Scam Detection Analysts handling inbound customer calls.
• Drive performance across SLA, productivity, quality, AHT, customer experience, compliance and attendance metrics.
• Conduct regular 1:1s, coaching sessions, feedback sessions and performance reviews.
• Provide real-time guidance for complex or high-risk interactions.
• Prepare and present daily, weekly and monthly performance updates to leadership.

Connaissances

Communication skills

People management

Customer handling

Fraud knowledge

Analytical skills

Coaching and feedback

Stakeholder management

SLA/KPI management

RCA and process improvement

Formation

Bachelors - Economics

Bachelors - Finance

Bachelors - Statistics

Masters - Business Administration

Masters - Risk Management

Description du poste

Front Line Manager - R&C - Financial Crime & Risk Management**Ready to turn bold ideas into real-world impact?** At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.**Job Description****Role Overview** We are looking for an experienced **Front Line Manager** to lead a team of analysts supporting Card Protection and Scam Detection operations for a leading American banking client. The FLM will be responsible for managing day-to-day operations, driving team performance, ensuring compliance and quality, and delivering an excellent customer experience while effectively managing fraud and scam-related customer interactions. **Key Responsibilities** Lead and manage a team of **Card Protection & Scam Detection Analysts** handling inbound customer calls. Drive performance across **SLA, productivity, quality, AHT, customer experience, compliance and attendance** metrics. Monitor live and historical performance and identify opportunities for improvement. Conduct regular **1:1s, coaching sessions, feedback sessions and performance reviews**. Provide real-time support and guidance to analysts handling complex or high-risk customer interactions. Ensure analysts follow **fraud prevention, card protection, authentication, escalation and compliance procedures**. Review quality trends and identify recurring customer, process or knowledge gaps. Conduct **RCA and corrective action planning** for quality, compliance and customer-impacting issues. Manage escalations involving sensitive, complex or high-risk customer situations. Ensure accurate and timely documentation of customer interactions and case outcomes. Work closely with **Quality, Training, Workforce Management, Operations and Client/Stakeholder teams**. Prepare and present **daily, weekly and monthly performance updates** to leadership and stakeholders. Identify process improvement opportunities and implement initiatives to improve **customer experience, quality and operational efficiency**. Drive knowledge management and ensure the team remains updated on process changes, scam trends and policy updates. Manage attendance, shrinkage, attrition and other people-related operational metrics. Build a strong performance culture while maintaining employee engagement and development. **Skills Required** **Excellent verbal and written communication skills** Strong **people management and leadership skills** Excellent **customer handling and escalation management** Strong understanding of **fraud, scams and card protection** Strong **analytical and problem-solving skills** Excellent **coaching and feedback skills** Strong decision-making and risk assessment abilities Excellent **stakeholder management** Strong understanding of **SLA, KPI and performance management** High attention to detail Strong **RCA and process improvement** capability Ability to manage sensitive and confidential customer information Strong presentation and reporting skills Ability to work effectively in a **high-volume voice environment** Strong understanding of **SOP, compliance and risk controls** Ability to handle pressure and make timely decisions**Qualifications**Bachelors - Economics, Bachelors - Finance, Bachelors - Statistics, Masters - Business Administration, Masters - Risk Management**Certifications**Certified Financial Analyst (CFA) - SkillabSkillab, Financial Risk Manager (FRM) - LinkedIn LearningLinkedIn Learning**Required Skills**Customer Care Support, Fraud Detection, Fraud Investigations, Fraud Prevention**Language**English (Required)**Language Proficiency -**Proficient - C2**Additional Job Location -****Job Type**Regular**Master Skill List -**R&C - Financial Crime & Risk Management**Remote Type -**Office**Work Shift -**Rotating (India)**Why join Genpact?** • **Lead AI-powered transformation** – Drive innovation and solve real-world business challenges that matter • **Make an impact** – Help global enterprises solve business challenges that matter • **Accelerate your career** – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • **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 140,000+ coders, 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.