Front Line Manager - R&C; - Financial Crime & Risk Management
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Job Description
Role Overview
We are looking for an experienced Front Line Manager to lead a team of analysts supporting Card Protection and Scam Detection operations for a leading American banking client.
The FLM will be responsible for managing day-to-day operations, driving team performance, ensuring compliance and quality, and delivering an excellent customer experience while effectively managing fraud and scam-related customer interactions.
Key Responsibilities
Lead and manage a team of Card Protection & Scam Detection Analysts handling inbound customer calls.
Drive performance across SLA, productivity, quality, AHT, customer experience, compliance and attendance metrics

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