Manager-BFS037464

About this role

• Leading teams in dispute & chargeback back office operations
• To mentor & guide existing team members on the process
• To transition disputes & fraud management related work & streamline from operations perspective.
• To be a subject matter expert with specific emphasis monitoring, and timely delivery of SLAs on a daily, weekly and monthly basis
• Monitor work baskets impacting Regulatory scores and ensure its timely completion
• Developing operational plans including capacity, occupancy, shrinkage plans
• Setting up a framework for performance management
• Working with cross functional teams on operational initiatives
• Provide leadership and assistance to team members by answering questions, providing feedback and guidance on any related queries
• Managing a team of Investigation specialists who investigate transactions on accounts of client’s customers and take appropriate actions based on processes, tools, and judgment.
• Actively manage investigator capacity and the triggers for creating investigations to balance investigation supply and demand.
• Provide focused feedback loops for investigators based on crisp performance and quality data.
• Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities.
• Keep abreast of trends and fraud issues impacting the banking industry. Ensure that client is leading the curve in identifying and preventing new fraud/transaction patterns
• Responsible for achieving and exceeding the team’s defined metrics through sustainable change or process improvement.
• Share ideas with Management that positively influence the vision for the client by using their exposure to the team's technical or business areas, their understanding of industry trends, and fraud issues impacting the banking industry.
• Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
• Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements training programs as appropriate.
• Good knowledge about next generation AI Tool e.g. Open AI/Gen AI
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
• Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics
• Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same.
• Out of box thinking : Use initiative and demonstrate creativity in solving problems for Genpact customers
  
  

• Any Graduate/Post Graduate with years in Banking industry in similar domain
• Experience in managing multiple large back office fraud & dispute operations teams
• Knowledge of Banking Industry & Regulatory Environment including Regulations E, Z, CFPB, FACTA and FCRA
• To be abreast of latest changes in the regulatory landscape and recommend ways to enhance current processes and controls to keep up with the shift in paradigm through thought leadership
• Ability to identify trends in disputes, frauds and ability to convert it into operational plans
• Good storytelling skills. Must be very fluent in English, strong written, oral communication skills and able to manage user / vendor / customer.
• Client connects and ability to nurture long term relationships
• Operational excellence expertise in the form of black belts/ green belts or equivalent work experience
• Excellent people management skills
• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, etc.
• Deep domain knowledge in fraud and disputes operations space
• High energy, with passion for process proficiency and a drive to be a relentless advocate for the customer experience.
• Analytical bent of mind with attention to detail
• Excellent communication skills – verbal and written
• Deep knowledge and understanding of industry trends across multiple products and ability to effectively share the knowledge with team members
• Ability to drive strong focus on delivery on SLAs and quality control
• Client connects and ability to nurture long term relationships
  
  

• Minimum Years of prior experience as a Team Leader in Dispute/Fraud/Claim Investigation domain
• Bachelor’s Degree Exceptional operational, managerial, analytical, and interpersonal skills.
• Demonstrable operations experience that includes people management experience as well as experienced in the Fraud and Disputes or Financial risk management domain.
• Experience in conducting one-on-one coaching and feedback sessions, team member grooming, interaction with the client on regular basis, etc.