Lead Assistant Manager EXL/LAM/1502089

18 hours ago

Gurugram, India exl Full time

Job Description JOB DESCRIPTION  Position Title, Responsibility Level:  Lead Assistant Manager Function: Operations Reports to -  Manager – Operations Permanent/ Temporary: Permanent Span of Control –  Nil Location:  Gurgaon- C-61 Role – Lead Assistant Manager Should have 4+ years’ experience of operation management in fraud and risk investigation and customer service process Experience in Managing team of 20+ employees in blended process of voice and back-office operations  Build strong team relationship within and across teams  Ensuring compliance with regulatory standards. Ensuring compliance with company/client policies and guidelines. Responsibilities Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results Monitors numerous real-time queues relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity across all products (checking/savings, credit cards, loans and Investment accounts)  Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.  Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity  May Interact with other Risk teams on developing fraud prevention strategy and process Preparing weekly/monthly dashboard and reporting for Senior Leadership Team. Performance parameters Process performance – as per agreed KPIs  Quality and Productivity Improvement  Customer Satisfaction  Level of Subject Matter Expertise   Organizational Relationships Reports To: Manager / Sr. Manager Skills Desirable Skills Team Management  Employee Engagement Attention to detail Commitment and drive for results Questioning, reasoning and analytical Adaptable and Flexible Requires shiftwork, including weekends, non-business hours and holidays  Business Etiquette Technical Skills Basic strong internet research, Google Docs, and overall PC skills  Typing speed of 30 words with high accuracy Soft skills Strong team player Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills High accuracy at work Self-Discipline, Listening, Patience Education Requirements and Work Experience: Bachelor's degree required (BCom or BBA) preferably in Commerce stream. Good English Comprehension Skills Preference will be given to people 4+ years’ experience of operation management in fraud and risk investigation and customer service process

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