Group Manager (CX, Fraud & Sales Audit)

About

InfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers.

At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent.

About

Job Hai is new venture by Info Edge. Info Edge is successfully running businesses like Naukri.com, Jeevansathi.com, 99 acres.com etc. Job Hai portal focused on Blue and grey collar hiring. Job Hai is serving jobs for Sales/ Business Development, Marketing, Field Sales, Back Office, Customer Support, Housekeeping, Warehouse etc. Job Hai is in 7 metro cities, Mumbai, Delhi, Noida, Gurgaon, Ghaziabad, Faridabad, Greater Noida.

Customer Experience (CX), Fraud Control, and Sales Audit

Key Responsibilities

• Lead 3 Team Leaders (CX, Fraud, Sales Audit) and their respective teams.
• Define and monitor KPIs for each vertical aligned to business goals.
• Mentor and upskill Team Leaders to strengthen managerial bandwidth.

2. Customer Experience (CX) Management

• Ensure timely and effective handling of recruiter/client queries, complaints, and escalations.
• Drive VOC (Voice of Customer) initiatives to capture feedback and improve service quality.
• Monitor TAT, resolution quality, and CSAT/NPS scores.
• Implement process improvements to enhance recruiter experience.

3. Fraud Control & Compliance

• Oversee fraud detection, prevention, and redressal mechanisms.
• Ensure robust monitoring of suspicious activities
• Maintain governance through regular audits, blacklisting SOPs, and maker-checker validations.

4. Sales Audit & Quality Assurance

• Supervise the auditing of sales calls and processes to ensure compliance with pitch guidelines.
• Track and report defect rates, audit accuracy, and adherence to sales quality benchmarks.

5. Performance Monitoring & Reporting

• Review daily/weekly/monthly dashboards across all three functions.
• Analyze trends, highlight risks, and present actionable insights to senior leadership.
• Establish governance cadence through structured review mechanisms (daily huddles, WBRs, MBRs).

6. Strategic Initiatives & Cross-Functional Collaboration

• Act as a bridge between Operations, Sales, Product, and Compliance teams.
• Drive automation and digitization initiatives across CX, Fraud, and Audit processes.

Qualifications & Skills

• Graduate/Postgraduate with 8–10 years of experience in Operations/Customer Experience/Fraud Control/Sales Quality.
• Proven experience in managing multiple teams/functions simultaneously.
• Expertise in governance, compliance, and process improvement.
• Strong problem-solving, decision-making, and conflict management skills.