Service Delivery Ops Team Lead

 About The Role  

Skill required: Core Banking Operations (incl. Payments) - Retail Banking Card Operations

Designation: Service Delivery Ops Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do? Investigating and resolving customer disputes and ensuring compliance with relevant regulations and industry standards, and providing exceptional customer serviceTo oversee day to day operation, performance measurement, client management and people managementReview 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 communicationManaging Noise less & flaw less Service delivery operations and ensure adherence to all SLA metricsDay-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, Root Cause Analysis, etc are maintainedMaintenance of all legal and governance documentations such as production, efficiency and SLA detailsContribute in implementation of technologies and process improvements toolsPlanning for contingency and ensuring strong resiliencyDrive people engagement and fun activities within the teamFraud Risk ManagementMinimum 10 -12 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.Maintaining client relationship People management skillsOperations ManagementMIS and ReportingStrong communication and negotiation skillsCoordinates with internal and external stakeholdersAnalytical ThinkingCommunication / Presentation SkillsMulti-tasking / Time ManagementAbility to LearnLeadership skills

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 shifts
 Qualification 
Any Graduation