Sr. Manager, Operations (FCC)

Concentrix; Bengaluru Urban; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading outsourcing firm in Bangalore is seeking a Delivery Leader to manage operations for a major Fintech client. The role involves overseeing financial crime operations, ensuring client satisfaction, and leading a high-performing global team. Candidates should have over 12 years of experience in operations management, particularly in banking operations and financial crime. This is a full-time position with significant strategic responsibilities.

Qualifications

• 12+ years of operations experience within a BPO/Contact Centre.
• Experience in managing and running operations with a focus on financial crime.

Responsibilities

• Strengthen domain capabilities in the Financial Crime industry.
• Build strategy aligned with growth objectives and lead strategic planning.
• Drive operational improvements and optimize resource allocation.
• Ensure client satisfaction and establish strong client relationships.
• Manage P&L of business operations and develop execution strategies.
• Lead a high-performance global team and improve organizational efficiencies.

Skills

Operations management

Domain knowledge in financial crime

Client relationship management

P&L management

Job description

Delivery Leader, who will be responsible for managing the operations for a leading Fintech client in Bangalore.

Responsibilities

• Domain Capability: Strengthen domain capabilities in Financial Crime industry.


• Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans.


• Business Growth: Support business growth by collaborating with Sales & Marketing across geographies.


• Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.


• Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’. Establish strong relationships with clients.


• P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.


• Team Management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure.


• Best Practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.


• Innovation: Lead innovation & value add efforts between Client and Concentrix.


• Compliance: Ensure compliance with all client regulatory requirements.

Profile & Experience

• 12+ years of operations experience within a BPO/Contact Centre, with the last few years managing and running the operations.


• Domain Knowledge: Profound understanding of banking operations, particularly in KYC (Know Your Customer), CDD (Customer Due Diligence), EDD (Enhanced Due Diligence), Chargeback, Disputes, Fraud Investigations, AML (Anti-Money Laundering), and AFC (Anti-Financial Crime), transaction monitoring, cryptocurrency, wallet screening.


• Flexible to work from office.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• General Business, Management, and Customer Service


• Industries: Outsourcing and Offshoring Consulting, IT Services and IT Consulting, and Banking