Sr Manager
Bengaluru, IndiaFull-timeMid · 5-6 years
About this role
Our journey so far
Jupiter was founded in 2019 by Jitendra Gupta. Best known as Citrus Pay’s founder, Jiten found himself wondering why personal finance experiences were not customer-centric when everything else like food ordering and entertainment were. That’s how our journey began in 2019, with a simple, powerful idea: to create a modern, customer-centric experience that empowers individuals when it comes to their money.
From our humble beginnings, we've strived relentlessly to make managing money easier. In 2021 when we launched we had a waitlist with over 100,000 people eager to experience the world of Jupiter - and within 10 months we crossed 1 million users. Today, we have 2.8 million+ happy users on Jupiter.
Our Insights feature today tells how much and where you’ve been spending automatically, even on your other savings accounts! Our Edge CSB Bank RuPay credit card is getting a lot of love for it’s head-turning transparent design, not to mention it being a rewarding experience. Our No-Penalty SIP and Daily SIP at Rs 10/- has helped scale our investments business and we have over 100,000 users investing on our platform to fulfill their money aspirations.
We've embraced cutting-edge technology, harnessed the power of data analytics, and assembled a diverse team of creative thinkers and industry experts who share our vision for a more accessible, transparent, and inclusive financial ecosystem. We’re now looking for like-minded folks to join the crew.
About the Role
We are seeking an experienced Manager/Sr Manager – Fraud Operations (Customer Support) to lead a team of Fraud Analysts who are responsible for managing fraud-related customer interactions across inbound calls, emails, and chats. The ideal candidate will have strong expertise in fraud investigations, customer support operations, stakeholder management, team leadership, and process improvement within the banking or fintech ecosystem. This role requires a balance of operational excellence, people management, customer-centricity, and regulatory compliance.
Key Responsibilities
- Lead and manage a team of 9–10 Fraud Analysts, ensuring timely, accurate, and high-quality resolution of fraud-related customer queries across calls, emails, and chat channels.
- Investigate suspicious transactions, account freezes, financial crime alerts, and potential fraud cases using internal fraud monitoring tools and risk indicators.
- Review and recommend decisions related to account restrictions, account unfreezing, lien removal, and account closures in accordance with internal policies, regulatory requirements, and partner bank guidelines.
- Coordinate with partner banks, vendors (e.g., Freshdesk, Jira, Ozonetel), internal stakeholders, Compliance, Risk, Product, Operations, Customer support and Law Enforcement Agencies (LEAs) to facilitate fraud investigations and regulatory requests.
- Handle high-priority customer escalations while ensuring professional, empathetic, and policy-compliant communication.
- Monitor and drive operational performance against key metrics, including SLA adherence, productivity, quality, CSAT, First Response Time (FRT), Average Handling Time (AHT), and Turnaround Time (TAT).
- Conduct quality audits, provide coaching and regular performance feedback, and mentor team members to improve productivity, quality, and customer experience.
- Develop, review, and continuously enhance fraud investigation processes, Standard Operating Procedures (SOPs), knowledge articles, and customer support workflows.
- Prepare MIS reports, dashboards, and management presentations on fraud trends, operational performance, productivity, and key business metrics.
- Drive automation initiatives and continuous process improvements to reduce manual effort, improve operational efficiency, and enhance investigation accuracy.
- Manage critical fraud incidents and ensure timely communication, escalation, and coordination with internal and external stakeholders.
- Support workforce planning, capacity management, scheduling, and resource allocation to meet business requirements and service levels.
- Analyse fraud trends and identify opportunities to strengthen fraud prevention controls by collaborating with Risk, Compliance, Product, Engineering, and Data Analytics teams.
- Ensure adherence to RBI guidelines, AML/KYC regulations, NPCI guidelines, internal policies, audit requirements, and applicable regulatory frameworks.
Requirements
- Bachelor's degree in any discipline from a recognized university. A postgraduate qualification (MBA or equivalent) is preferred.
- 5–6 years of experience in Fraud Operations, AML, Customer Support, Risk Operations, Financial Crime, or Fraud Investigations within the Banking or Fintech industry.
- Minimum 3–4 years of experience leading teams in a Team Lead or Assistant Manager capacity.
- Proven experience managing customer support operations and fraud Prevention teams in a high-volume environment.
- Strong understanding of fraud operations, transaction monitoring, customer profiling, fraud investigation & prevention , Mule accounts, account lifecycle management, and customer risk assessment.
- Experience handling Law Enforcement Agency (LEA) requests, partner bank coordination, regulatory compliance, and fraud escalations.
- Hands-on experience with CRM and ticketing platforms such as Freshdesk, Jira, Salesforce, Ozonetel, or similar systems.
- Excellent analytical and decision-making skills with the ability to investigate complex fraud scenarios and make risk-based decisions.
- Strong stakeholder management skills with the ability to collaborate effectively across cross-functional teams.
- Advanced proficiency in Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, dashboards, reporting), Microsoft PowerPoint, and operational MIS reporting.
- Excellent written and verbal communication, coaching, and people management skills.
- Ability to thrive in a fast-paced, high-volume operational environment while maintaining high standards of quality and compliance.
- Strong problem-solving, prioritization, and conflict-resolution abilities.
Preferred Skills
- Experience in Digital Banking, UPI, IMPS, NEFT/RTGS, card fraud, payment fraud, account takeover (ATO), mule account investigations, and cyber fraud operations.
- Exposure to fraud detection systems, workflow automation, operational excellence initiatives, and AI-driven fraud monitoring tools.
- Working knowledge of RBI regulations, AML/KYC requirements, NPCI guidelines, customer dispute management, and financial crime compliance.
- Experience driving process improvement initiatives and implementing operational best practices.