Senior Manager - Banking Operations bei FC Global Services India LLP (First Citizens India)

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Preposition

Manage the full spectrum of Check and Card operations while shaping next-generation payment experiences through innovation and operational excellence. Operational Excellence & Strategic Oversight: Drive process optimization, strengthen fraud and risk controls, and enhance transaction turnaround in high-value payment streams, reinforcing the organization’s standing as a trusted leader in global financial operations

Job Details

• Position Title:  Senior Manager- Banking Operations

• Career Level:  L2

• Job Category: Assistant Vice President

• Role Type: Hybrid

• Job Location: Bangalore  

About the Team:

At first citizens Bank, our card operations and Check processing deliver secure, seamless and client focused payment solutions across the enterprise. These functions will be anchored within first citizens India where the team will execute end to end operational activities with precision, control and client excellence.

This role will lead this critical function, managing a specialized group of operations agents and technology liaisons in a lean, high-performing structure. This design empowers agility, fosters accountability and enables the team to adapt quickly to regulatory changes, evolving client needs and digital initiatives-cementing the team’s role as a cornerstone of operational strength of the bank.

Impact

This role is entrusted with orchestrating the end-to-end governance of Card and Check operations safeguarding both operational integrity and client trust. By harmonizing regulatory rigor with digital transformation, the senior manager ensures seamless, scalability, resilience and innovation within a mission-critical function. Positioned at the nexus of business strategy and technology evolution, this role materially advances First citizens Bank’s ambition to deliver future-ready payment excellence.

Key Deliverables

• End to end Operational stewardship- Exercise full-spectrum oversight of the card operations value chain-spanning issuance, settlements, reconciliation, chargebacks, and disputes management-while ensuring flawless execution and uncompromising adherence to regulatory frameworks and network mandates. Manage Check operations including Check Positive Pay, returns, adjustments and other exceptions.

• Regulatory and Risk Governance- Champion a culture of compliance by embedding stringent risk controls, audit readiness and policy adherence into daily operations, thereby fortifying the organization against reputational, operational and regulatory exposures.

• Process transformation and automation – Architect and deliver process re-engineering initiatives and automation strategies that enhance efficiency, reduce manual intervention and enable the scalability of card operations in alignment with enterprise growth ambitions.

• Client Experience Optimization – Elevate service standards by establishing performance metrics, ensuring SLA/KPI adherence and embedding a client-first philosophy across all operational touchpoints, thereby reinforcing customer trust and loyalty.

• People leadership and talent cultivation – Lead, mentor and inspire a lean yet high performing team of operations professionals and technical liaisons, fostering an environment of accountability, continuous learning and professional excellence.

• Cross functional partnership and stakeholder influence – Act as the principal operational liaison with technology, product, Risk and compliance partners, driving alignment between business imperatives and operational delivery while influencing strategic decision making at senior forums.

Skills and Qualification

Functional Skills:

• Card Domain Mastery – Profound expertise in the mechanics of card issuance, lifecycle management, settlements and dispute resolution with the ability to interpret and apply complex card network rules and global operational standards.

• Regulatory acumen – Deep familiarity with financial regulations, compliance protocols and card scheme mandates, enabling proactive identification of regulatory shifts and timely operational alignment.

• Operational Risk Management- Demonstrated capability to design, implement and monitor robust risk control frameworks that safeguard the enterprise against fraud, operational breakdowns and reputational exposure.

• UAT and systems validation- Skilled in translating business and operational requirements into precise test scenarios ensuring systems, workflows and controls function as intended before deployment at scale.

• Process engineering and automation literacy – Competence in reimaging workflows, leveraging automation tools and embedding digital solutions to streamline operations and drive measurable productivity gains.

• Performance analytics and metrics design – Ability to conceptualize define and monitor operational KPI’s and SLA’s using data driven insights to optimize efficiency elevate client experience and inform executive decision making

• Leadership and influence across functions – Adept at mobilizing cross-functional teams, negotiating priorities and exercising influence in senior forums to align operational delivery with strategic imperatives.

Technical/Business Skills:

• Card Operations Expertise- Deep command of end-to-end expertise on card operations processes- including issuance, settlements, chargebacks, reconciliations and lifecycle management- ensuring operational excellence in a highly regulated environment.

• UAT and technology partnership- Proficiency in conducting user acceptance testing for system upgrades, regulatory changes and new product launches translating operational requirements into robust technology solutions. Regulatory and Risk proficiency- Strong understanding of card network mandates, compliance, frameworks and operational risk controls with the ability to implement governance structures that safeguard enterprise integrity.

• Analytics and data driven mindset – Capability to design and interpret operational metrics, dashboards and analytics enabling proactive decision making, performance optimization and predictive risk management.

• Leadership- Proven track record of 10+ years of people management experience fostering high performance teams instilling a culture of accountability, collaboration and innovation.

• Strategic business acumen- Equipped with a degree/master’s degree in Banking and finance enabling the ability to bridge financial strategy with operational delivery and align initiatives with enterprise objectives.

• Agility& time zone flexibility- Willingness to work in night shifts and synchronize seamlessly with onshore partners, ensuring uninterrupted support and alignment with global business priorities.

• Degree/master’s degree in Banking

• 12-14 years of Credit/Debit card and check operations experience

• 8+ years of People management experience

Leadership Qualities

• Executive presence

• Decision making skills

• Adaptability and Flexibility

• Strategic thinking

• Building Trust and Relationship

• Continuous feedback and developing talents

Relationships & Collaboration

• Reports to: Associate Director, Banking Operations

• Partners: Onshore teams and various business lines

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.