Delivery Operations Team Lead

Skill required: Banking Services - Retail Banking Card Operations



Designation: Delivery Operations Team Lead





Qualifications:Any Graduation



Years of Experience:7 to 11 years

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.



What would you do
We help clients address quality and productivity issues, keep pace with customer expectations, navigate regulatory and operational pressures and ensure business sustainability by transforming their banking operations into an agile, resilient operating model.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
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 indexingStrong knowledge on representments and Pre-Arbitration processingEnd to End knowledge on Credit Bureau DisputesAbility to perform quality analysis and perform RCABuilding and maintaining client relationship People management skillsOperations ManagementManaging team across multiple locationsMIS and ReportingStrong communication and negotiation skills




Roles and Responsibilities: IManaging Noise less & flaw less Service delivery operations and ensure adherence to all SLA metricsDay-to-day management of the team i.e. managing the workload and ensuring seamless deliveryRegular connect with internal & external stakeholders and apprise them of performance metricsAll people management responsibilities such as hiring, training, engagement, rewards & promotions and performance feedback. Ensuring we attract, retain & develop high caliber individualsImproving upon client service to our internal and external clientsEnsuring all legal and governance documentation such as Standard Operation Procedure, Root Cause Analysis, etc are maintainedMaintenance of all legal and governance documentations such as production, efficiency and SLA detailsContribute in implementation of technologies and process improvements toolsPlanning for contingency and ensuring strong resiliencyDrive people engagement and fun activities within the team


QualificationAny Graduation