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Sr. Analyst - Process Analytics - FCRM

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

This role is responsible for managing a team of 20–25 associates supporting Financial Crime & Risk Management (FCRM) operations across credit card, debit card, and other financial products. This role is accountable for productivity, quality, accuracy, turnaround times, employee development, regulatory compliance, and operational excellence. Individual will ensure timely and accurate execution of fraud detection, fraud investigations, credit risk, collections, skip tracing, disputes, chargebacks, and other financial crime and risk management activities while maintaining established policies, regulatory requirements, and service standards.

Responsibilities: Lead the day-to-day operations of a team of 20–25 associates performing fraud detection, fraud investigations, fraud strategy support, fraud consulting activities, collections, skip tracing, disputes, chargebacks, credit risk operations, and other financial crime and risk management functions.

· Monitor productivity, quality, accuracy, turnaround times, and service level performance to ensure operational objectives are consistently achieved.

· Conduct regular coaching, performance reviews, and development discussions to enhance individual and team performance.

· Support hiring, onboarding, training, certification, and skill development initiatives for team members.

· Analyze operational trends, investigation outcomes, fraud patterns, and workflow performance to identify opportunities for process optimization and risk mitigation.

· Review escalated cases, operational exceptions, complex investigations, and high-risk scenarios, providing guidance and supervisory approvals where required.

· Ensure adherence to established procedures, regulatory requirements, operational controls, client policies, and financial crime risk management standards.

· Perform root cause analysis on quality defects, investigation errors, processing exceptions, compliance gaps, and operational challenges, implementing sustainable corrective actions.

· Partner with Quality, Training, Workforce Management, Technology, and Support teams to address performance gaps and strengthen operational effectiveness.

· Drive employee engagement, recognition, succession planning, and retention initiatives within the team.

· Monitor workload distribution, queue management, case allocation, and capacity utilization to ensure optimal resource planning and timely completion of work.

· Prepare and present performance reports, operational updates, fraud trends, risk insights, and action plans to leadership.

· Support implementation of new processes, technologies, automation initiatives, analytical tools, and business transformation programs.

· Promote a culture of accountability, compliance, continuous learning, operational excellence, and continuous improvement.

Qualifications

Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science

Certifications

Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB)Professional School of Indian Banking (PSIB), Certified Fraud Examiner (CFE) - ACFEACFE, Certified Risk Professional (CRP) - UdemyUdemy

Required Skills

Chargeback, Client Calls, Fraud Detection, Fraud Disputes, Fraud Investigations, Fraud Management, Fraud Monitoring, Fraud Prevention, People Management, Skiptrace

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Process Analytics - FCRM

Remote Type -

Hybrid

Work Shift -

Any (India)

Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.