Team Lead

Key Responsibilities:

• 6 Years of Fraud Prevention Fraud Detection in Debit or Credit Card Payments and Disputes bank related experience is required
• Audits Compliance Prepares the team level process level requirements for self assessment in order to ensure delivery predictability for the specific process
• CSAT Process Implements the improvement plan in order to enhance customer satisfaction
• Customer Interaction Resolves escalations from the process owners in order to ensure strong customer relationships
• Governance Compliance Participates in specific internal and external governance activities by adhering to the governance models applicable at a process level in order to sustain delivery predictability
• Operations Manpower Training Identifies training needs for process executives and ensures training implementation for the specific process in order to ensure competency development across domain operations and behavioral
• Operations Resource Planning People Infrastructure etc
• Implements the resource deployment Team Size Span Shift Utilization Skill sets technology rollout and ongoing monitoring for his specific process in order to ensure budget pricing assumptions compliance
• Process Compliance Monitors ensures process compliance and periodically update SOP changes as required as part of the quality plan in order to ensure adherence to process steps
• Quality Planning QC QA Prepares the service quality plan including the quality control assurance and improvement at his her process level in order to create a comprehensive quality program for the specific process
• Resource Optimization Implements corrective actions based on review Monitors and controls billing losses reduces buffer in order to meet financial objectives
• SLA Compliance Monitors daily dashboards Conducts daily huddles to prioritize for the day weekly SLA review with his team Provides guidance and support to the team in order to ensure delivery predictability
• Talent Management People Mgmt Implements career development succession plan for the direct reports in order to ensure sustainable employee engagement motivation within the team
• Transition Coordination Process Training Certification Co ordinates training for the team in order to ensure right skilling
• Transition Coordination Process definition documentation Participates as a part of the transition team to prepare review the process definition documentation for the specific process within his her purview in order to enable the Manager to finalize the To Be process
• Work Allocation Allocates work shifts to team members in order to achieve production targets
• Additional Responsibilities
• Good Communication Skill
• Good Knowledge of Banking Fraud Management
• Perform quality check and ensure team meets the quality standards
• Coordinate with clients and keep the team up to date on the procedure updates
• Analyze the data and provide suggestions to improve the process

Additional Responsibilities:

• Work Mode Work from Office
• Shift 03 30PM to 12 30AM and 05 30PM to 02 30PM IST

Preferred Skills: