Manager/Senior Manager - Fraud Operations

EXL

10 - 18 years

8 - 18 Lacs

Gurugram

Posted:1 week ago| Platform:

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Skills Required

Team Management Fraud Investigation Fraud Blended Process risk investigation Risk Assessments

Work Mode

Work from Office

Job Type

Full Time

Job Description

RoleManager/Sr. Manager

Should have 10+ years experience of operation management in fraud /risk investigation / banking customer service process
Experience in Managing team of 20+ employees in blended process of voice and back-office operations in any banking related process
Build strong team relationship within and across teams
Ensuring compliance with regulatory standards.
Ensuring compliance with company/client policies and guidelines.

Responsibilities

Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results
Manage team performance, conduct one on ones and provide constructive feedback to the team on improvement areas
Monitors numerous real-time queues related to credit card / debit card, check and online transactions across all products (checking/savings, credit cards, loans and Investment accounts)
Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity
Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.
Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity

Work Timings: the process is running in 3 shifts (Should be flexible to cover all).

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