Delivery Lead Manager

Skill required:

Designation:

Qualifications:

Years of Experience:

About Accenture

What would you do?

What are we looking for?

• Banking, Financial Services
• Written and verbal communication
• Written and verbal communication
• Minimum 14 years of experience in Chargebacks or Disputes handling.
• Chargebacks or Disputes handling process experience with Chargebacks or Disputes knowledge. Knowledge of banking products like Debit and Credit cards. Building and maintaining client relationship
• People management skills
• Operations Management
• Managing team across multiple locations
• MIS and Reporting
• Strong communication and negotiation skills
• Analytical Thinking
• Communication / Presentation Skills
• Multi-tasking / Time Management
• Ability to Learn
• Leadership skills
• Fraud Risk Management
• Managing Noise less & flaw less Service delivery operations and ensure adherence to all SLA metrics
• Day-to-day management of the team i.e. managing the workload and ensuring seamless delivery
• Regular connect with internal & external stakeholders and apprise them of performance metrics
• All people management responsibilities such as hiring, training, engagement, rewards & promotions and performance feedback. Ensuring we attract, retain & develop high cali ber individuals
• Improving upon client service to our internal and external clients
• Ensuring all legal and governance documentation such as Standard Operation Procedure, Quality framework and strategic planning are maintained Maintenance of all legal and governance documentations such as production, efficiency and SLA details contribute to implementation of technologies and process improvements tools Planning for contingency and ensuring strong resiliency
• Drive people engagement and fun activities within the team Roles and Responsibilities:
• In this role you are required to do analysis and solving of moderately complex problems
• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person requires understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor or team leads
• Decisions often impact the team in which they reside and occasionally impact other teams
• Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts