Assistant Manager - BPO

Job description

Job Description – Assistant Manager – Banking Operations Location: Kochi – Infopark Shift: Night Shift Department: Banking Operations / KYC & Fraud Management Team Handling: Must have experience managing a team of 12–15+ members Job Summary We are looking for an experienced Assistant Manager – Banking Operations to manage and oversee banking processes primarily focused on KYC disputes, fraud analysis, transaction reviews, and risk management. The ideal candidate should have strong knowledge of banking/KYC operations, dispute handling, fraud investigation, quality management, and team leadership. The candidate will be responsible for managing day-to-day operations, ensuring SLA and quality adherence, and effectively leading a team of 12–15+ associates. Key Responsibilities • Manage daily operations related to KYC disputes, fraud analysis, transaction monitoring, and banking operations. • Lead and manage a team of 12–15+ team members, ensuring productivity, quality, and SLA targets are consistently achieved. • Review and analyze KYC-related disputes, suspicious transactions, fraud cases, and customer/account-related issues. • Ensure cases are investigated accurately and resolved within defined timelines. • Monitor team performance through productivity, quality, SLA, accuracy, and other operational metrics. • Conduct regular team huddles, one-on-ones, performance reviews, and coaching sessions. • Identify process gaps and implement corrective and preventive actions. • Handle escalations from team members, internal stakeholders, and clients. • Ensure compliance with established KYC, AML, fraud prevention, data privacy, and banking regulations/policies. • Work closely with Quality, Training, Compliance, Risk, and client-facing teams to resolve operational issues. • Prepare and share daily/weekly/monthly MIS and performance reports with management. • Identify recurring fraud trends, dispute patterns, and operational risks and escalate them appropriately. • Drive continuous improvement initiatives to improve accuracy, turnaround time, productivity, and customer experience. • Ensure adherence to company policies, process guidelines, information security, and confidentiality requirements. • Be flexible to work in a night-shift environment and support business requirements. Required Skills & Competencies • Strong knowledge of KYC, fraud analysis, dispute management, transaction monitoring, and banking operations. • Proven experience in people management and team handling. • Experience managing a team of at least 12–15 members is mandatory. • Strong analytical and investigative skills with attention to detail. • Good understanding of banking processes, risk indicators, and fraud typologies. • Excellent communication and interpersonal skills. • Strong decision-making and problem-solving abilities. • Ability to manage escalations and work under pressure. • Strong knowledge of MS Excel and preparation of operational MIS. • Ability to meet strict SLA, productivity, quality, and compliance targets. • Strong stakeholder management skills. • Ability to identify process improvement opportunities and drive them to completion. Educational Qualification • Bachelor's degree in any discipline is required. • Degree/diploma in Banking, Finance, Commerce, Risk Management, or a related field will be an advantage. Experience • Previous experience in an Assistant Manager / Team Manager / Operations Manager role is preferred. • Demonstrated experience in handling and managing 12–15+ team members is mandatory. • Experience in a BPO/KPO, shared services, fintech, banking, or financial services environment will be preferred. Key Performance Indicators (KPIs) • Team productivity and utilization • KYC/Fraud case accuracy • SLA and turnaround time adherence • Quality and compliance scores • Error and escalation rates • Team attrition and engagement • Process improvement and cost optimization • Timely completion of reporting and operational deliverables Pay: ₹500,000.00 - ₹750,000.00 per year Ability to commute/relocate: • Kochi, Kerala (Kochi): Reliably commute or planning to relocate before starting work (Required) Application Question(s): • What is the maximum team size you have managed? Experience: • Team Handling: 4 years (Required) Shift availability: • Night Shift (Required) • Overnight Shift (Preferred) Work Location: In person