Service Delivery Ops Associate Manager

Skill required: Core Banking Operations (incl. Payments) - Retail Banking Card Operations
Designation: Service Delivery Ops Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
What would you do Investigating and resolving customer disputes and ensuring compliance with relevant regulations and industry standards, and providing exceptional customer serviceThe Corporate banking /Wholesale banking team is responsible for helping clients and organizations processes trade finance transactions by providing superior service delivery to trade customers whilst safeguarding the bank from risks associated with this business.Review the dispute claim to determine the authenticity of the card chargeback claim and honor the request as per regulation E.
What are we looking for Written and verbal communicationMinimum 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 skillsOperations Management

Managing team across multiple locations MIS and ReportingStrong communication and negotiation skillsAnalytical ThinkingCommunication / Presentation SkillsMulti-tasking / Time ManagementAbility to LearnLeadership skillsFraud Risk ManagementManaging 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 deliveryRegular connect with internal & external stakeholders and apprise them of performance metricsAll people management responsibilities such as hiring, training, engagement, rewards & promotions and performance feedback.

Ensuring we attract, retain & develop high caliber individualsImproving upon client service to our internal and external clientsEnsuring 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 detailsContribute 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

Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments 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
Qualification
Any Graduation