Senior Operations Manager I BPO Industry

Job Overview:

We are seeking an experienced Senior Operations Manager to lead Fraud & Risk Operations within a fast-paced BPO/Customer Experience environment. This role is responsible for end-to-end service delivery, operational governance, and client management across complex workflows including fraud detection, chargebacks, complaints, and high-risk transaction reviews.

What Will You Do:

• Lead end-to-end operations ensuring delivery against SLAs, quality standards, and client expectations.
• Oversee fraud and risk operations including customer complaints, appeals, chargebacks, and high-risk transaction analysis.
• Drive operational performance, productivity, and continuous improvement across multiple teams and workflows.
• Manage and develop Managers, Team Leaders, and large frontline teams to ensure high engagement and low attrition.
• Identify operational risks and implement proactive solutions to...