Operations Manager Fraud Monitoring

Job Description:

Supervise end-to-end fraud operations across all banking products (Retail, Corporate, Cards, Lending, Digital, Trade).

Investigate and resolve fraud alerts/cases in alignment with internal SLAs and regulatory timelines.

Collaborate with client stakeholders to understand fraud trends, address escalations, and tailor response mechanisms.

Ensure client expectations are met through regular performance reviews, dashboard updates, and timely communication.

Analyze emerging fraud risks and recommend preventive rule changes in fraud detection systems.

Conduct root cause analysis of fraud incidents and assist clients in control enhancements.

Generate client-specific fraud reports, loss analysis, and recommendations for process improvements.

Train, mentor, and manage team members for consistent delivery and client satisfaction, Advance understanding of UMR/SMR (Unusual Matter Reports/Suspicious Matter Reports)

Internal to organization:

- Oversee all of Domain competency center initiatives

- Adhere to organizations strategic & growth targets

- Sets Goals, timelines, actions plans to meet objectives based on priorities

- Employee and Customer satisfaction

- Manage attrition targets and talent development/retention

Competencies/Skills:

Strong knowledge of fraud typologies across banking and financial ecosystems.

Client engagement experience – handling operations reviews, addressing escalations, and reporting KPIs.

Experience with fraud tools (Falcon, Actimize, SAS, etc.) and case management systems.

Excellent analytical, investigative, and documentation skills.

Effective team and time management in a fast-paced fraud environment.

Proficient in MS Office Suite and fraud MIS reporting.

Strong verbal/written communication with client-facing confidence.

CFE certification preferred.

Person Specification

Highly motivated, driven, and dynamic

Excellent presentation & communication skills

Strong domain focus

Should be comfortable in leading regular client connect calls as well as manage client visits

Ensuring Information security for sensitive data

Should be passionate in managing and testing for controls

Knowledge/Experience (Preferred):

Proactive, detail-oriented, and collaborative.

Comfortable working in rotational shifts, including client-specific timezone alignments.

12 –15 years fraud operations experience with client interaction exposure.

Qualifications:

Minimum Bachelor's degree (preferably in a Business/Finance/Accounting related field)

( June 9, 2026 ) Job Description - Manager- BPO 5, 6 and 7

Role Title: Team Manager – Fraud Monitoring

Function/Vertical: TCS BPS – BFSI

Reporting To: Operations Manager / Service Delivery Leader

Location: [Bangalore / Hyderabad / Chennai etc.]

Shift: 24x7 (as per client requirement)

Role Purpose

To manage end-to-end fraud monitoring operations for a BFSI client(Retail, Corporate, Cards, Lending, Digital, Trade), ensuring effective fraud detection, risk mitigation, regulatory compliance, and superior service delivery. The role includes leadership and collaboration between multiple teams, stakeholder management, and driving operational excellence.

Key Responsibilities

1. Delivery & Operations Ownership

Own end-to-end fraud monitoring processes including:

Transaction monitoring (real-time & batch)

Card fraud and digital payment fraud detection

Account takeover (ATO)/ Identity Theft (IDT)/Card Not Present (CNP) monitoring etc.

Ensure achievement of:

SLA/TAT targets

Quality and accuracy benchmarks

Productivity and utilization goals

Ensures MIS etc. are performed and shared with higher management on time

Proactively identify fraud trends and implement preventive controls.

Manage high-risk escalations and decision-making for critical alerts.

2. Team Leadership & Workforce Management

Manage multiple Team Leads and 100–120 FTEs.

Drive workforce planning, capacity management, and rostering.

Ensure performance management aligned to TCS PMS framework.

Build leadership pipeline and succession planning.

Drive employee engagement, retention, and capability development.

3. Risk, Compliance & Governance

Ensure adherence to:

AML/KYC guidelines

Regulatory requirements (FATF, regional compliance)

Client risk frameworks

Own audit readiness and closure of findings (internal/external/client).

Drive strong control environment to minimize fraud leakage.

Escalate material risks and compliance issues to stakeholders.

4. Client & Stakeholder Management

Act as SPOC for client engagement on fraud monitoring operations.

Lead governance forums:

Weekly Business Reviews (WBR)

Monthly/Quarterly reviews (MBR/QBR)

Present fraud insights, trends, and risk mitigation strategies.

Manage escalations and drive client satisfaction.

5. Process Excellence & Transformation

Identify and drive:

Automation initiatives (RPA, AI/ML in fraud detection)

Continuous improvement (Lean / Six Sigma projects)

Optimize process efficiency, reduce cost, and improve controls.

Standardize SOPs, knowledge management, and best practices.

6. Reporting, Analytics & Insights

Oversee MIS and dashboards covering:

Fraud volumes and trends

Alert disposition rates

SLA compliance

Perform data-driven analysis to detect emerging fraud patterns.

Provide actionable insights to clients and internal stakeholders.

Technical & Domain Competencies

Domain Expertise

Strong understanding of:

Banking operations (cards, payments, digital banking)

Fraud risk management lifecycle

Transaction monitoring systems

Knowledge of AML/KYC frameworks and financial crime regulations.

Tools & Technologies

Fraud platforms (Actimize, SAS, FICO Falcon, etc.)

Case management systems

Knowledge of Advanced analytics & reporting tools (especially Excel, Power BI, SQL basics etc.preferred)

Behavioral Competencies (TCS Leadership Dimensions)

Customer Centricity: Drives client value and trust

Execution Excellence: Ensures consistent delivery of targets

Strategic Thinking: Identifies risks and growth opportunities

People Leadership: Builds high-performing teams

Collaboration: Cross-functional alignment

Innovation Mindset: Drives automation and transformation

Integrity & Compliance: Strong control and governance orientation

Experience & Qualifications

Education: Graduate/Postgraduate (Finance, Commerce, MBA preferred)

Experience:

8–18 years in BFSI / Fraud / Financial Crime operations

7–10 years in team and/or multi-team management

Certifications (Preferred)

CAMS (Certified Anti-Money Laundering Specialist)

CFE (Certified Fraud Examiner)

Lean Six Sigma (Green Belt / Black Belt)

Key Performance Indicators (KPIs)

SLA/TAT adherence (>99%)

Quality & accuracy (>98–99%)

Fraud loss prevention metrics

Audit compliance (zero major findings)

Process efficiency & cost optimization

Employee engagement & attrition control

Client satisfaction (CSAT/NPS)