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.
Monitor live and historical performance and identify opportunities for improvement.
Conduct regular 1:1s, coaching sessions, feedback sessions and performance reviews.
Provide real-time support and guidance to analysts handling complex or high-risk customer interactions.
Ensure analysts follow fraud prevention, card protection, authentication, escalation and compliance procedures.
Review quality trends and identify recurring customer, process or knowledge gaps.
Conduct RCA and corrective action planning for quality, compliance and customer-impacting issues.
Manage escalations involving sensitive, complex or high-risk customer situations.
Ensure accurate and timely documentation of customer interactions and case outcomes.
Work closely with Quality, Training, Workforce Management, Operations and Client/Stakeholder teams.
Prepare and present daily, weekly and monthly performance updates to leadership and stakeholders.
Identify process improvement opportunities and implement initiatives to improve customer experience, quality and operational efficiency.
Drive knowledge management and ensure the team remains updated on process changes, scam trends and policy updates.
Manage attendance, shrinkage, attrition and other people-related operational metrics.
Build a strong performance culture while maintaining employee engagement and development.
Skills RequiredExcellent verbal and written communication skills
Strong people management and leadership skills
Excellent customer handling and escalation management
Strong understanding of fraud, scams and card protection
Strong analytical and problem-solving skills
Excellent coaching and feedback skills
Strong decision-making and risk assessment abilities
Excellent stakeholder management
Strong understanding of SLA, KPI and performance management
High attention to detail
Strong RCA and process improvement capability
Ability to manage sensitive and confidential customer information
Strong presentation and reporting skills
Ability to work effectively in a high-volume voice environment
Strong understanding of SOP, compliance and risk controls
Ability to handle pressure and make timely decisions