Senior Operations Manager

🌍 We’re Hiring at Teleperformance! 🌍

✨ Role : Senior Manager – Operations

📍 Location : Malad, Mumbai

We’re looking for a strategic and experienced Senior Operations Manager to lead our Trust & Safety customer support function. This role focuses on managing sensitive customer interactions, fraud prevention, account integrity, and escalations in a high-trust environment.

Key Responsibilities :

• Lead trust-related customer support operations across global markets
• Manage escalations, fraud investigations, and account safety protocols
• Drive operational excellence, team performance, and SLA adherence
• Collaborate with legal, compliance, and product teams to uphold safety standards
• Mentor team leads and build a culture of integrity and accountability

What We’re Looking For : ✅ Proven experience in customer support operations (Trust & Safety preferred) ✅ Strong leadership, analytical, and stakeholder management skills ✅ Excellent communication and crisis-handling abilities ✅ Willingness to work in a 24×7 rotational shift