Service Delivery Ops Team Lead

Skill required: Banking Services - Retail Banking Card Operations
Designation: Service Delivery Ops Team Lead
Qualifications: Any Graduation
Years of Experience: 7 to 11 years
This role is critical in ensuring that the Bank services are delivered effectively and efficiently, with a focus on customer satisfaction and compliance with banking regulations who can demonstrate strong leadership, risk management, and project management capabilitiesProfessional in managing various customer request and queries from Law agency and third-party firmsReview the dispute claim to determine the authenticity of the card chargeback claim and honor the request as per regulation E. Performing customer account reviews, Transaction hold placements, extraction of account summary and communications to law firms, customers and agencies What are we looking for Written and verbal communicationStrong governance in managing team members, leads and resolving people disputes. Addressing issue through appropriate conversation and finding solutionAct as business advisor, who can oversee planning, implementation and tracking of any short-term project. Creation of client value ideas and streamlining automation projects.Take the lead role in resolving critical issues raised during operations and proactively manage and monitor control efficacy to ensure potential risk is minimizedEffectively communicate significant production updates and challenges to management on timely mannerDemonstrate sound judgement, forward thinking and impactful problem-solving skills to resolve team issues in accurate and timely mannerDemonstrate ability to analyse data, identify trends and variances, draw conclusions and put forward recommendations that are insightful and address improvements for current and future needs of the businessExcellent written and verbal communication skills and demonstrated ability to provide robust and relevant financial advice to key internal stakeholdersHeadcount tracking and reporting in liaison with the Business Managers, Central PMOFraud Risk ManagementAdequate knowledge in reviewing and validating various customer account types and request received through various communication mode of bankAbility to block funds, reviewing customer transaction, performing account maintenance request in modifying customer details, Extraction of customer account details, Card closure and account reconciliationEnsuring all the communication is monitored and shared to various sources such as Law firm, US agencies, Treasury and Third-party firms Ensure to validate the customer detail with various tools and perform adequate solutionEnsure that day-to-day tasks are completed on agreed timelines and quality per defined SLAFlexible to work in any shift as per business requirementsEnsure all the process SOP are read and understood to meet client expectationTrack all pending/outstanding customer request with specific timeline defined for each processConfidence and ability to interact during client connects and creating solution for proactive approachGood knowledge and understanding on various banking domain products and banking terminologyExperience in Automation identification and process reengineering
Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small 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 shiftsIncrease and maintain the team s client portfolio through business development techniquesProactive approach and attention to details in analysing the process and build process framework in managing the risk parametersEnsuring to have strong governance on all the cost metrics and plan in leading more of revenue generating roleCreating road map for individuals based on there performance and staging them for promotionWork with manager on Adhoc activities for new project proposal and sharing insights based on experiencesCore Retail Banking productsTeam management and analytical skillsWritten & Oral CommunicationClient and operations skillsProblem-SolvingStrategic ThinkingDecision-Making
Qualification
Any Graduation