Team Leader

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview*

A backend process which caters credit cards disputes and we ensure resolution of customer billing disputes by adhering to regulatory guidelines, following specific servicing procedures, and responding within specified timeframes.

The Client Protection Ops organization includes Fraud Detection Operations (FDO) and Consumer & Small Business Claims Operations (C&SBC). FDO is responsible for protecting customers and enterprise from fraud attacks whereas C&SBC is responsible for the research and timely resolution of fraud claims and billing disputes on consumer, commercial and small business credit/debit card account.

Job Description*

Leader would be responsible to lead a Team with the focus to generate operational efficiency and achieve business goals along with employee development and growth. This role requires to collaborate horizontally and vertically to support strategic decision of the business

Responsibilities*

• Managing associates whose Key responsibility revolves around meeting critical deadlines as per Compliance criteria
• Drive the team for results
• Liaison with business partners and ensuring that the team is up to date with procedures
• Monitoring work for satisfaction scores and design improvement measure
• Feedback and ongoing coaching to associates
• Work closely with the training and quality teams to ensure the team remains productive and efficient.
• Adherence to the key metrics –Productivity, Accuracy and Reg Adherence
• Engage in improving processes through reengineering, system checks, and process automation
• Interact with LOB for day to day operations, issues, strategic reviews
• Review daily key operational variables
• Develop back up and contingency plans
• Act as a change agent and provide implementation assistance as and when the need arises
• Provide subject matter expertise on processes
• Update Manager on process performance and critical people issues
• Identify potential people issues amongst the team & resolve the same on a proactive basis
• Provide process problem resolution assistance to teams via calenderized one on one’s and coaching sessions
• Assess performance of Team Members and conduct performance appraisals
• Provide coaching and feedback to team members
• Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Assess training needs, provide training opportunities and train new hires and existing staff
• Appropriately use Rewards & Recognition to energize to motivate Team Members
• Handle all logistics related issues: roster management
• Leave planning, Managing Compensatory Offs, Unscheduled Leave
• Initiating Disciplinary procedure in conjunction with HR and Reporting manager

Requirements*

Education*

Graduate in any stream

Experience Range*

2 - 5 Years of people management

Foundational skills*

Ability to work well under pressure

Ability to multitask and adapt to change

Proficient with Microsoft Office Tools

Fundamental understanding on Debit Cards

Good Communication Skills(both written and oral) and Leadership Skill

Strong analytical skills and Stakeholder Management

Detail oriented

Proven Problem Solving Skills

Self-motivated and results orientated

Understanding of OPEX/Six Sigma and Other Process Improvement Methodology

Previous work experience in People/Management Role

Basic Understanding of Banking Regulations

Good Communication skill both Written and Verbal

Any Certification on Banking Domain

Work Timings*

7:30am to 6:30pm (rotational)

Job Location*

Chennai