Manager - KYC (Fraud &Dispute)

Manager

• KYC (Fraud &Dispute) Location : Infopark,. Kochi, Kerala Experience : Minimum 8+ years in KYC, Fraud & Dispute Process (BPO Domain Mandatory) Managerial Experience : Minimum 3+ years as Assistant Manager / Manager in the BPO KYC domain (Mandatory) Qualification : Bachelor's Degree Mandatory Shift : 6:30 PM – 3:30 AM, Monday- Friday Salary : Up to ₹12 LPA 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.