Job Description – Assistant Manager – Banking Operations
Location: Kochi – Infopark
Shift: Night Shift
Department: Banking Operations / KYC & Fraud Management
Team Handling: Must have experience managing a team of 12–15+ members
Job Summary
We are looking for an experienced Assistant Manager – Banking Operations to manage and oversee banking processes primarily focused on KYC disputes, fraud analysis, transaction reviews, and risk management.
The ideal candidate should have strong knowledge of banking/KYC operations, dispute handling, fraud investigation, quality management, and team leadership. The candidate will be responsible for managing day-to-day operations, ensuring SLA and quality adherence, and effectively leading a team of 12–15+ associates.
Key Responsibilities
- Manage daily operations related to KYC disputes, fraud analysis, transaction monitoring, and banking operations.
- Lead and manage a team of 12–15+ team members, ensuring productivity, quality, and SLA targets are consistently achieved.
- Review and analyze KYC-related disputes, suspicious transactions, fraud cases, and customer/account-related issues.
- Ensure cases are investigated accurately and resolved within defined timelines.
- Monitor team performance through productivity, quality, SLA, accuracy, and other operational metrics.
- Conduct regular team huddles, one-on-ones, performance reviews, and coaching sessions.
- Identify process gaps and implement corrective and preventive actions.
- Handle escalations from team members, internal stakeholders, and clients.
- Ensure compliance with established KYC, AML, fraud prevention, data privacy, and banking regulations/policies.
- Work closely with Quality, Training, Compliance, Risk, and client-facing teams to resolve operational issues.
- Prepare and share daily/weekly/monthly MIS and performance reports with management.
- Identify recurring fraud trends, dispute patterns, and operational risks and escalate them appropriately.
- Drive continuous improvement initiatives to improve accuracy, turnaround time, productivity, and customer experience.
- Ensure adherence to company policies, process guidelines, information security, and confidentiality requirements.
- Be flexible to work in a night-shift environment and support business requirements.
Required Skills & Competencies
- Strong knowledge of KYC, fraud analysis, dispute management, transaction monitoring, and banking operations.
- Proven experience in people management and team handling.
- Experience managing a team of at least 12–15 members is mandatory.
- Strong analytical and investigative skills with attention to detail.
- Good understanding of banking processes, risk indicators, and fraud typologies.
- Excellent communication and interpersonal skills.
- Strong decision-making and problem-solving abilities.
- Ability to manage escalations and work under pressure.
- Strong knowledge of MS Excel and preparation of operational MIS.
- Ability to meet strict SLA, productivity, quality, and compliance targets.
- Strong stakeholder management skills.
- Ability to identify process improvement opportunities and drive them to completion.
Educational Qualification
- Bachelor's degree in any discipline is required.
- Degree/diploma in Banking, Finance, Commerce, Risk Management, or a related field will be an advantage.
Experience
- Previous experience in an Assistant Manager / Team Manager / Operations Manager role is preferred.
- Demonstrated experience in handling and managing 12–15+ team members is mandatory.
- Experience in a BPO/KPO, shared services, fintech, banking, or financial services environment will be preferred.
Key Performance Indicators (KPIs)
- Team productivity and utilization
- KYC/Fraud case accuracy
- SLA and turnaround time adherence
- Quality and compliance scores
- Error and escalation rates
- Team attrition and engagement
- Process improvement and cost optimization
- Timely completion of reporting and operational deliverables
Pay: ₹500,000.00 - ₹750,000.00 per year
Ability to commute/relocate:
- Kochi, Kerala (Kochi): Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What is the maximum team size you have managed?
Experience:
- Team Handling: 4 years (Required)
Shift availability:
- Night Shift (Required)
- Overnight Shift (Preferred)
Work Location: In person
