Delivery Operations Senior Analyst

Skill required: Banking Services - Retail Banking Card Operations

Designation: Delivery Operations Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do Investigating and resolving customer disputes and ensuring compliance with relevant regulations and industry standards, and providing exceptional customer service
Banking services refer to the various financial services provided by banks to their customers. It includes account opening, kyc, managing accounts, processing transactions, offering loans and credit cards and mortgages, providing investment products, insurance servies and facilitating payments. Banks aim to help individuals and businesses manage their finances efficiently and securely.
Review the dispute claim to determine the authenticity of the card chargeback claim and honor the request as per regulation E.

What are we looking for Functional Expertise:
Minimum 10 -12 years of experience in Chargebacks or Disputes handling.
Chargebacks or Disputes handling process experience with Chargebacks or Disputes knowledge. Knowledge of banking products like Debit and Credit cards.
Good knowledge on reconciliations and indexing
Strong knowledge on representments and Pre-Arbitration processing
End to End knowledge on Credit Bureau Disputes
Ability to perform quality analysis and perform RCA
Building and maintaining client relationship
People management skills
Operations Management
Managing team across multiple locations
MIS and Reporting
Strong communication and negotiation skills

Roles and Responsibilities:

Managing Noise less flaw less Service delivery operations and ensure adherence to all SLA metrics

Day-to-day management of the team i.e. managing the workload and ensuring seamless delivery

Regular connect with internal external stakeholders and apprise them of performance metrics

All people management responsibilities such as hiring, training, engagement, rewards promotions and performance feedback. Ensuring we attract, retain develop high caliber individuals

Improving upon client service to our internal and external clients

Ensuring all legal and governance documentation such as Standard Operation Procedure, Root Cause Analysis, etc are maintained

Maintenance of all legal and governance documentations such as production, efficiency and SLA details

Contribute in implementation of technologies and process improvements tools

Planning for contingency and ensuring strong resiliency

Drive people engagement and fun activities within the team

Qualification Any Graduation