Operations Manager
Infosys · IT Services & Consulting
- Bangalore, India
- On-site
- Posted today
- Operations & Supply Chain
Responsibilities
Performance Management and Team Leadership
Drive and deliver against key performance indicators for the fraud and disputes queues, managing the team to OKR goals.
Support and coach the agents within the operation, and hold them accountable for performance results.
Nurture an environment of passion, commitment, encouragement, and empowerment while keeping metrics a top priority and ensuring the team is trending toward success.
Ensure agents are doing the right things for users at the right time, across every site and shift the operation covers.
Run regular coaching conversations, performance reviews, and skills-build huddles, and manage underperformance constructively and on a documented cadence.
Real-Time Support and Escalation
Act as a point of contact for front-line support and agents working the fraud and disputes queues.
Provide real-time support in the appropriate channels so that all agents are able to clear their queues and support our users.
Serve as a point of escalation for cases that exceed agent authority, involve elevated risk, or require policy clarification, providing a clear decision and the reasoning behind it.
Monitor queue health and service level intra-day, reallocating capacity where volume requires and flagging risk to service level before it is breached rather than after.
Keep accurate records and document Fraud Operations actions, discussions, and decisions made.
Knowledge, Process, and Continuous Improvement
Ensure the content of procedures, training information, and knowledge materials needed for front-line success is current, accurate, and version-controlled.
Create and deliver training and skills-build sessions for new and existing agents, and confirm proficiency before an agent works a queue independently.
Analyze data to identify root causes and performance trends, and use them to ground continuous improvement tactics.
Partner with quality assurance and others within the Risk space to maintain a feedback loop that brings agent and user insight back into process design.
Identify recurring issues, process gaps, and avoidable loss drivers, and raise them with a recommendation rather than absorbing them.
Delivery and Stakeholder Management
Deliver a strong user experience in support of KOHO’s brand promise.
Successfully lead support operations across the full coverage model the team operates under.
Work closely with Risk leadership, AML and fraud operations leadership, and internal partners to support consistent, compliant, and timely resolution.
Represent the front-line perspective in cross-functional projects, process changes, and system implementations.
Report on team performance, trends, and outcomes to the Manager, translating operational detail into a clear view of risk and opportunity.
Experience & Qualifications
Level and Tenure
4–7 years of relevant experience, including a minimum of 2 years leading, coaching, or supervising a front-line operations team.
Post-secondary
Educational requirements
Graduate
Preferred skills
India Banking->Consumer Banking, Mortgage, Lending Operations, Commercial Banking
Experience: 6-8 years