Senior Operations-Senior Manager – English – On site Johannesburg

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Senior Operations-Senior Manager English On site Johannesburg
The Senior Manager Operations will lead and own end-to-end Fraud Operations delivery within a regulated US banking environment. This role is fully accountable for operational performance quality customer experience compliance financial outcomes and strategic growth.
The incumbent will oversee a large-scale contact centre operation (100200 FTE) drive Early Fraud Warning capabilities and act as the primary operational interface with the US client. This is a senior leadership role requiring strong executive presence regulatory awareness and proven performance delivery. The role works in US Client hours in office.

Key Responsibilities
Operational & Performance Leadership
Own end-to-end delivery of Fraud Operations performance.
Drive SLA KPI Quality Productivity and financial outcomes.
Lead forecasting workforce planning and resource optimization.
Establish structured governance frameworks and performance cadence.
Ensure consistent service delivery during volume fluctuations and peak demand.
Embed performance stability through strong risk management and capacity planning.

Customer Experience & Service Stability
Champion a customer-first culture within a fraud-sensitive environment.
Balance fraud prevention with empathetic friction-reduced customer interactions.
Drive improvements in CSAT NPS and complaint resolution metrics.
Ensure consistent predictable service levels across inbound and outbound channels.
Implement proactive monitoring to prevent service disruption.
Lead root cause analysis to reduce repeat contacts and improve first contact resolution.
Strengthen business continuity frameworks to safeguard service stability.
Maintain operational resilience during growth change and regulatory shifts.

Fraud & Risk Management
Lead Early Fraud Warning and proactive fraud detection strategies.
Strengthen fraud controls detection accuracy and mitigation frameworks.
Drive continuous improvement in fraud identification and resolution processes.
Ensure strict adherence to US banking regulatory standards.
Maintain audit readiness and risk mitigation controls.

Client & Stakeholder Engagement
Serve as the primary operational contact for US client stakeholders.
Lead governance calls performance reviews and strategic discussions.
Present insights performance trends and stability plans.
Manage escalations with urgency and transparency.
Build trusted long-term client partnerships through consistent delivery.

Leadership & Capability Development
Lead a multi-layer leadership structure including:
oTeam Leaders
oTraining Manager
oTrainers
oSupport Functions
Build strong leadership capability and succession strength.
Drive engagement accountability and a performance-driven culture.
Oversee onboarding and continuous training aligned to fraud trends and regulatory updates.

Growth & Scalability
Manage ramp-ups workforce expansion and scope transitions.
Partner with Talent Acquisition to support hiring strategies.
Maintain operational stability while scaling resources.
Optimize cost productivity and efficiency during growth cycles.

Minimum Qualifications
Bachelors Degree in Business Finance Operations or related discipline (Honours preferred).
7 years of Contact Centre Operations experience in Management role
Minimum 3 years managing 80120 FTE in a regulated environment.
Proven leadership of Fraud Operations within Banking / Financial Services.
Demonstrated experience in Early Fraud Warning and fraud detection frameworks.
Strong background managing both Inbound and Outbound contact centre operations.
Experience working US hours and directly engaging US-based clients.
Proven track record of delivering against SLA KPI Quality Compliance and financial targets.
Experience managing operational growth and scaling delivery models.
Strong understanding of regulatory compliance in US financial services.
Location: JHB (South Africa) Bryanston

What can we offer
Attractive salary;
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Medical Aid Retirement and risk benefits

In case Genpact does not respond to your application within 30 days please consider it was not successful for the current recruitment process for this role.

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 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.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age 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 fees 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.