Operations Manager | Financial - Risk & Customer Operations | Alabang - Onsite
Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Senior Operations Manager – Risk & Customer Operations
This role will lead large-scale customer service and fraud risk operations supporting credit and debit card portfolios. This role is responsible for driving operational excellence across fraud prevention, account security, transaction verification, customer authentication, and customer servicing functions.The individual will oversee frontline and team leadership performance, ensure delivery against client commitments, strengthen risk controls, and enhance customer experience while protecting customers and financial institutions from potential fraud and financial losses.
Responsibilities:
- Lead and develop a team of 100+ associates through a span of 6 - 10 Team Leaders, ensuring effective execution of operational objectives and client requirements.
- Drive performance across customer service and fraud risk operations, ensuring achievement of productivity, quality, compliance, service level, and customer experience targets.
- Establish governance mechanisms to monitor operational health, identify emerging trends, and proactively address business risks.
- Analyze fraud trends, operational data, customer feedback, and performance metrics to identify improvement opportunities and implement corrective actions.
- Oversee fraud detection and prevention activities by ensuring appropriate controls, processes, and decision frameworks are consistently applied.
- Review complex customer situations, escalations, and high-risk cases, providing guidance and approvals where required.
- Partner with clients and key stakeholders to review business performance, communicate operational insights, discuss risk exposures, and recommend strategic improvements.
- Develop and implement action plans to improve service quality, customer satisfaction, compliance adherence, and operational efficiency.
- Foster a culture of accountability, continuous improvement, and customer-centricity through structured coaching, performance management, and employee engagement.
- Collaborate with training, quality, workforce management, and support functions to strengthen team capability and operational effectiveness.
- Drive talent development through succession planning, mentoring, career progression initiatives, and leadership coaching.
- Lead process optimization and transformation initiatives utilizing automation, analytics, and industry best practices to improve business outcomes.
- Ensure adherence to regulatory requirements, internal policies, client controls, and information security standards.
- Monitor capacity, workload distribution, and staffing requirements to ensure efficient resource utilization and business continuity.
- Conduct regular business reviews, performance calibrations, and operational assessments to maintain consistency and delivery excellence.
- Stay informed of evolving fraud trends, regulatory developments, banking industry practices, and customer service innovations to strengthen organizational capabilities.
Qualifications we seek in you!
Minimum Qualifications- High School Diploma, GED, or equivalent qualification.
- Considerable experience in banking, financial services, fraud operations, risk management, customer service operations, or related domains.
- People leadership experience managing large teams within a contact center, operations, or shared services environment.
- Strong understanding of fraud prevention, risk management, customer service operations, account security, and transaction processing.
- Proven experience managing operational performance through key metrics, service levels, quality standards, and customer outcomes.
- Demonstrated ability to analyze complex business problems and implement effective, data-driven solutions.
- Experience managing client relationships, conducting business reviews, and influencing stakeholders across multiple levels.
- Strong coaching, mentoring, and employee development capabilities.
- Excellent communication, presentation, decision-making, and stakeholder management skills.
- Ability to lead multiple priorities simultaneously in a dynamic, fast-paced environment.
- Strong analytical, operational, and problem-solving skills with a focus on continuous improvement.
- Bachelor's degree or equivalent combination of education and relevant work experience.
- Experience leading fraud operations, customer service operations, card services, or financial crime prevention programs.
- Knowledge of credit card, debit card, consumer banking products, and related operational processes.
- Lean Six Sigma Green Belt, Black Belt, or equivalent process improvement experience.
- Experience leveraging analytics, automation, artificial intelligence, or digital transformation solutions to improve operational performance.
- Professional certifications related to fraud, risk management, compliance, or operational excellence are advantageous.
- Demonstrated success leading large-scale operational transformations and delivering measurable business impact.
Why join Genpact?
Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation.
Make an impact – Help global organizations strengthen fraud prevention, risk management, and customer protection.
Accelerate your career – Gain hands-on experience, mentorship, and continuous learning opportunities.
Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day.
Thrive in a values-driven culture – Our courage, curiosity, and incisiveness, built on a foundation of integrity and inclusion, allow your ideas to fuel progress.
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, ge, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge f*es to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.