[Urgent Search] Lead Assistant Manager

4 weeks ago

Gurugram India EXL IT service management 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 - LeadAssistant 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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