Service Delivery Leader – Banking

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  10 - 12 Yr      Chennai      12 LPA - 15 LPA      Full Time      Banking, Banking BPO, BPO, KPO, ITES      CUSTOMER SERVICE, OPERATION   
Skills: Budgeting, Customer Satisfaction, Customer Success, Fraud Prevention, KPI Formulation, Leadership, Policy Formation, Service Delivery, SOP Creation, Team Management    Posted 3 years ago
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  • DIVISION |  Operations 
  • POSITION | Service Delivery Leader
  • LOCATION | Chennai
  • REPORTING STRUCTURE | AVP Operations
  • Qualification | Graduate / Postgraduate in Commerce or Finance Background
  • Experience | 10-12 years of Banking operations experience, willing to work night shifts as per US time zones between 6 pm to 7 am

Key Responsibility Areas

  • Create and revise banking SOPs, formulating departmental OKRs/KPIs
  • Identify and implement process improvements and operational efficiencies to reduce fraud losses and improve customer experience
  • Fraud Prevention, which handles fraud decisioning based upon tool utilization and analysis for Electronic Money Movement, Deposit/Check Review, New Account Screening, Kite, In-clearing, and Fraud Hotline
  • Card Disputes & Recovery is responsible for processing and resolving customer disputes and inquiries related to non-fraud and fraud-related transactions on debit/credit cards
  • Effectively resolve customer chargebacks and disputes
  • Customer Claims assists customers with electronic/check fraudulent and merchant dispute transactions on Debit Card, ATM, ACH, Checks, and Online Banking for consumer and business accounts for all lines of business. The function decisions disputes for payment or denial according to federally regulated guidelines.
  • Collaborates with internal stakeholders from other functions to help coordinate AML/KYC/Prevention procedures and policies in overall compliance strategy
  • Create and develop a budget, policy formation, and short-term resource planning
  • Manage occasionally complex and varied issues with significant departmental impact
  • Apply in-depth knowledge on how areas integrate within the sub-function as well as coordinate and contribute to the goals of the entire function.
  • Provide evaluative judgment based on analysis of information in complicated and unique situations
  • Ensure essential procedures are followed and contribute to the defining standards
  • Has the ability to operate with a limited level of direct supervision.
  • Can exercise independence of judgment and autonomy.
  • Acts as SME to senior stakeholders and /or other team members.
  • Ability to manage teams.
  • Comprehensive understanding of multiple areas, products, and processes within a function and how they interact in order to achieve the objectives of the function.
  • Candidate should be willing to work in 24*7 shifts including late-night shift start timings
  • Should be flexible for any shift timing (rotation shifts, permanent night shifts and late-night shifts)
  • Weekend working may be BAU as per business requirements.