Manager KYC (Fraud &Dispute)

Location: InfoparkKochi Kerala

Experience: Minimum 8 years in KYC Fraud & Dispute Process (BPO Domain Mandatory)

Candidates with general KYC experience outside the BPO domain are not eligible.

• Manage end-to-end KYC Fraud & Dispute operations and ensure process efficiency.
  

• Lead and monitor team performance productivity quality and SLA/KPI achievement.
  

• Handle complex fraud and dispute escalations and ensure timely resolution.
  

• Monitor attrition shrinkage attendance and workforce productivity.
  

• Conduct performance reviews coaching sessions and process improvement initiatives.
  

• Coordinate with clients and senior management on operational performance and escalations.
  

• Minimum 8 years of experience in KYC Fraud & Dispute processes within the BPO industry.
  

• Minimum 3 years of experience as an Assistant Manager / Manager handling teams in the BPO KYC domain.
  

• Strong knowledge of KYC verification fraud detection dispute resolution and process compliance.
  

• Proven experience in team management performance monitoring and client coordination.
  

• Strong understanding of SLA KPI productivity quality shrinkage and attrition management.
  

• Excellent English communication leadership and escalation-handling skills.
  

• Bachelors Degree mandatory.
  

• Willingness to work US night shifts.