Manager - Operations

Roles & Responsibilities

• Act 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 same

Skills Required

Productivity, Slas