Manager - KYC (Fraud &Dispute)

Location: Infopark,Kochi, Kerala

Experience: Minimum 8+ years in KYC, Fraud & Dispute Process (BPO Domain Mandatory)

Candidates with general KYC experience outside the BPO domain are not eligible.

Responsibilities

• Manage end-to-end KYC, Fraud & Dispute operations and ensure process efficiency.
  

• Lead and monitor team performance, productivity, quality, and SLA/KPI achievement.
  

• Handle complex fraud and dispute escalations and ensure timely resolution.
  

• Monitor attrition, shrinkage, attendance, and workforce productivity.
  

• Conduct performance reviews, coaching sessions, and process improvement initiatives.
  

• Coordinate with clients and senior management on operational performance and escalations.
  

Requirements

• Minimum 8+ years of experience in KYC, Fraud & Dispute processes within the BPO industry.
  

• Minimum 3+ years of experience as an Assistant Manager / Manager handling teams in the BPO KYC domain.
  

• Strong knowledge of KYC verification, fraud detection, dispute resolution, and process compliance.
  

• Proven experience in team management, performance monitoring, and client coordination.
  

• Strong understanding of SLA, KPI, productivity, quality, shrinkage, and attrition management.
  

• Excellent English communication, leadership, and escalation-handling skills.
  

• Bachelor's Degree mandatory.
  

• Willingness to work US night shifts.