Job
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Job Description : Level : L 4 - Team Lead Location : Hyderabad Shifts : US Shifts ( IST 6.30 pm / 7.30 pm / 8.30 pm Logins) 5 Days a week Work - Work From Office @ Client Location only Job Responsibilities : The Level 4 team member will be responsible : 1. For responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers. 2. Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing. 3. Communicating with other departments, managers or vendors to resolve customer issues across locations (US, HK and global representative office) 4. Providing assistance to less experienced team members and Level 3s. 5. Act as a Subject Matter Expert, Cascade new processes/handling, mentoring on case handling, providing domain process training to new team members (Designated Trainer), providing training feedback, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing the work of and providing guidance to less experienced team members. 6. 90% Verification of cases & case allocation; 10% Reports (Daily status reporting, Error marking) and other reports assigned by manager 7. Sound knowledge of multiple inquiry types such as: Unable to Apply, Debit Authorization, Amendment & Cancellation, and Return of funds/payments" Operations Manager Required Qualifications : 1. Bachelor's degree (Accounting, Finance, Economics, Statistics, Math) preferable business course 2. 6 years experience in banking operations (Commercial Banking or CIB) 3. Experience in banking operations or any of the following: payments/settlements/fund transfers, Trade & Securities, Custody related to banking products 4. Knowledge on Message types SWIFT, FED WIRE, CHIPS, Telex and IntelliTRACS system an advantage Good in both verbal and written communication skills Good investigation and problem solving skills and Organizational and detail oriented skills Sound risk management mindset and good understanding of compliance - AML/OFAC Ability to handle high volume and short SLA or turnaround time Ability to work in changing and fast paced work environment Ability to manage and prioritize work to meet deadlines despite frequent interruptions, able to multi task Able to work independently and provide support on flexible hours/working days Able to perform shift work (incl. Night Shifts) and report on public holidays if fall on Mondays to Fridays In scope - 10 day Required Absence Policy due to Sensitive Position
