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*

Debit Fraud associate receives the Debit Card fraud claims from the fraud initiation team which are disputed by the customer to review Temp Credit, applicable Fees, Interest charges that were issued to customers account, documents received from the Customer helps us in identifying Chargeback opportunities & resolving the claim and notify the customer & associations (Visa/MC/PULSE). Post chargeback process is complete these claims can be sent back by merchants with compelling evidence and the team will work on Representment/Pre Arb and finally decision the claims.

Job Description*

• Monitor daily performance and work allocation to ensure adherence SLA’s and Critical Business Metrics
• Provide adequate real-time support to the team by assisting on complex queries and processing volumes whenever required
• Identify potential risks/issues and build enhanced controls to mitigate/minimize impact
• Conduct regular floor huddles to cascade process updates & observations
• Perform Root cause analysis of errors and share observations & enhanced controls to mitigate such errors
• Proactively review & redesign the existing process steps with the help of automation to improve overall efficiency and effectiveness
• Engage in improving processes through reengineering, system checks, process automation
• Point of contact during Business Contingencies to ensure critical activities are duly distributed and worked upon
• Ability to effectively develop and communicate an “Executive level message” leveraging relevant business data

Responsibilities*

• People Management : Manage Team of 12-15 Associates and support them with day to day operations
• Actively participate in LOB calls to understand relevant updates and cascade it to the team
• Drive Change – To identify workflow/systems inefficiencies and come up with new ideas for improvement
• Develop back up and contingency plans
• Responding to Ad hoc queries from internal and external clients
• Update and assist Manager on process performance, management and critical people issues
• Identify potential people issues amongst the team & resolve the same on a proactive basis
• 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 –query logs, issue resolution
• 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 and motivate team members
• Handle all logistics related issues: roster management, shift rotations
• Leave planning, Managing Compensatory Offs, Unscheduled Leave
• Initiating Disciplinary procedure in conjunction with HR and Reporting manager
• Ability to multi-task and manage multiple priorities simultaneously

Requirements*

Education* Graduate in any stream

Experience Range* 5 to 10 years

Foundational skills*

People Management Skills – Managing minimum team size of 20 associates

Industry – BFSI/Consumer & Retail Banking background

Excellent and Effective Communication Skills - both verbal & written

MS Office (Excel, PowerPoint and Word)

Strong analytical, conceptual and problem solving skills; critical thinker

Desired skills*

Understanding of Six Sigma and Other Process Improvement Methodology

Any Certification on Banking Domain

Work Timings*

Process Timings: 07:30 AM IST to 04:30 PM IST (Should be flexible to work in evening shifts)

Job Location*

GIFT