Senior Operations Manager
Job Description
We're Hiring at Teleperformance!
Role: Senior Manager – Operations
Location: Malad, Mumbai
We're looking for a strategic and experienced Senior Operations Manager to lead our Trust & Safety customer support function. This role focuses on managing sensitive customer interactions, fraud prevention, account integrity, and escalations in a high-trust environment.
Key Responsibilities:
- Lead trust-related customer support operations across global markets
- Manage escalations, fraud investigations, and account safety protocols
- Drive operational excellence, team performance, and SLA adherence
- Collaborate with legal, compliance, and product teams to uphold safety standards
- Mentor team leads and build a culture of integrity and accountability
What We're Looking For: Proven experience in customer support operations (Trust & Safety preferred) Strong leadership, analytical, and stakeholder management skills Excellent communication and crisis-handling abilities Willingness to work in a 24×7 rotational shift
More Info
Key Skills
Trust Safety
SLA Adherence
Account Integrity
About Company
Skills:
SLA adherence, Fraud Prevention, account safety protocols, Fraud Investigations, Operational Excellence, account integrity
Skills:
Operational Excellence, Trust Safety, SLA Adherence, Fraud Prevention, Stakeholder Management, Account Integrity
Skills:
Operational Excellence, Trust Safety, Fraud Prevention, SLA Adherence, Stakeholder Management, Account Integrity
Skills:
Business Requirements, Testing, Test Scenarios, User Stories, Process maps, Stakeholder coordination, Sops, ISO 20022, Project Reporting, Analytical documentation, Application assessment, Implementation readiness, T2S European CSD ICSD models, Test evidence, Dedicated Cash Accounts settlement messaging, Risk and control activities, Vendor engagement, Training materials, Market cut-offs and exception management, SWIFT settlement and cash messaging, Operational handover
Skills:
product requirements , safety compliance , Capacity Planning, data-driven decision systems, Operational Excellence, delivery reliability, cost optimisation, cross-functional alignment