Front Line Manager - R&C, Financial Crime & Risk Management

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.
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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.