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

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Genpact India seeks an experienced Front Line Manager to guide a team of analysts supporting card protection and scam detection for a major American banking client.

You will drive performance against SLAs, ensure quality and compliance, and coach staff to deliver exceptional customer experiences while handling high-risk interactions.

Qualifications

• Bachelor's or master's degrees in Economics, Finance, Statistics, MBA or Risk Management.
• Experience in fraud detection and customer care in financial services.
• English language proficiency at C2 level.
• Strong leadership, coaching and people-management abilities.

Responsibilities

• Lead and manage a team of Card Protection & Scam Detection Analysts handling inbound customer calls.
• Drive performance across SLA, productivity, quality, AHT and customer experience metrics.
• Monitor live and historical performance; identify opportunities for improvement.
• Conduct regular 1:1s, coaching sessions and performance reviews.
• Provide real-time guidance on complex or high-risk interactions.

Skills

Fraud detection

Customer care

Leadership

Communication

Risk assessment

SLA/KPI tracking

Coaching

Problem solving

Decision making

Stakeholder management

Attention to detail

Education

Bachelor's in Economics

Bachelor's in Finance

Bachelor's in Statistics

Master's in Business Administration

Master's in Risk Management

Tools

N/A

Job description

Job Description

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 .

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

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 -