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 Managing the day-to-day activities of the team Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team’s performance Monitor and evaluate calls using evaluation standards and forms mandated by the client Provide analysis in evaluated calls and identify gaps that impact KPIs Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics Works closely with other members of the Training and Call Quality team to ensure effective implementation Create Governance Reporting such as weekly and monthly decks Enforce Genpact’s guidelines and policy across the operations team Partner with Training and other Support Functions to ensure a seamless operation Track, analyze and monitor performance of the teams under their care 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. 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. Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process. Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow. Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.