Sr. SME, Operations

Job Title: Sr. SME, Operations Job Description The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

1. Job Description: Sr. SME, Operations – Fraud Back Office This role focuses on processing, chargeback logic, fund recoveries, and analyzing fraud trends. Position: SME, Operations (Fraud Back Office) Job Location: Hyderabad Total Experience: 5+ Years Relevant Experience: 2+ Years in Fraud Back Office (Application Fraud, Disputes, or Recoveries) Key Responsibilities

• Queue & Floor Support: Provide real-time operational floor support and complex case guidance to backend processing agents.
• Metric & SLA Ownership: Assist the Team Leader in driving core backend metrics, focusing heavily on SLA turnaround time, case accuracy, and quality scores.
• Root Cause Analysis (RCA): Analyze high-value leakage patterns, recurring fraud trends, and dispute errors to recommend process improvements.
• Escalation Processing: Handle end-to-end complex fraud claims, financial write-off validations, and high-priority back-office escalations.