Assistant Operations Manager

3 weeks ago

Hyderabad, Telangana, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies. To know more about Firstsource please visit our websiteJob location : HyderabadPosition : Assistant Manager- OperationDivision : BPOExperience : 5+years of experience in relevant role.Role Description: We are looking for a passionate leader to manage our Trust and Safety Operations Team. The team works directly with customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs, Onboarding issues, transactions, and timely account security escalations.Roles & ResponsibilitiesAct as an intermediary between the client and Firstsource, facilitating communication.Mentor and Lead a team of 15 to 20 fraud associates and set a high bar.Achieve monthly performance targets like SLAs, Productivity and Quality.Utilize and relay updates regarding changes in regulations, policies, and procedures.Stay updated on prevalent fraud patterns, identify risks and help mitigate potential issues.Respond to risk-related customer issues of varying level of complexity.Manage and understand KPIs and make data driven decisions.Formulate action plans to achieve departmental objectives.Conduct periodic performance evaluations for report the sameExpected/Key ResultsMeet contractual client obligationsMeet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of FormMeet revenue targets through FTE delivery, staffing levels, etcMeet retention target for the teamProcess improvement through implementation suggestions maximize the efficiencyLesser incidents of critical ops process escalationsBuild strong internal stakeholder relationshipsPeople Engagement and Development - Retention, development and succession planning for LOB / teamHandle client inquiries and complaintsPreferred Educational QualificationsBachelor's Degree or equivalent work experienceMinimum Qualification. (Must have)2+ Years of experience in Trust & Safety, Fraud and Risk Prevention Teams preferably in Fintech or Financial institution.1+ Years of people management experience.Deep understanding of the prevelant types of financial and online fraud, scams, carding, first party fraud, account takeovers etc.Ability to think on feet and maintain composure in difficult and complex situations.Ability to create and monitor operational metrics and provide insight to management on business performance.Contact detailsIshika AgarwalEmail-ishika.agrawal@firstsource.com

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