Front Line Manager - BCM - Core Ops
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Responsibilities: Ensure operational risk compliance across core banking and capital markets processes through effective controls, assessments, and reporting. Drive contractual compliance by ensuring adherence to Master Service Agreements (MSAs) and client-specific regulatory requirements.
Should be operation expert and able to handle 15-20 resources
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Managing the day-to-day activities of the team
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Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey
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Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team’s performance
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Monitor and evaluate calls using evaluation standards and forms mandated by the client
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Provide analysis in evaluated calls and identify gaps that impact KPIs
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Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
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Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics
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Works closely with other members of the Training and Call Quality team to ensure effective implementation
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Create Governance Reporting such as weekly and monthly decks
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Enforce Genpact’s guidelines and policy across the operations team
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Partner with Training and other Support Functions to ensure a seamless operation
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Track, analyze and monitor performance of the teams under their care
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Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications
Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB)Professional School of Indian Banking (PSIB), Certified Fraud Examiner (CFE) - ACFEACFE, Certified in Financial Forensics (CFF) - The Institute of Chartered Accountancs of India (ICAI)The Institute of Chartered Accountancs of India (ICAI)
Required Skills
Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Fraud Disputes, Fraud Investigations, Loan Servicing, Personal Banking, Retail Banking, Risk Management, Wealth Management
Language
English (Required)
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
BCM - Core Ops
Remote Type -
Office
Work Shift -
With Shift (South Africa)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- 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 140,000+ coders, 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, 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.
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