Assistant Manager

2 days ago

Gurgaon, Haryana, India EXL Service Full time

JOB DESCRIPTIONPosition Title Responsibility Level Assistant ManagerFunction OperationsReports to -Manager - OperationsPermanent Temporary PermanentSpan of Control -NilLocation Gurgaon- C-61Role - Assistant Manager Should have 4 years experience of operation management in fraud and risk investigation and customer service process Experience in Managing team of 10 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 Fraud and Dispute for Gift cards issued as well 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 RelationshipsReports To Manager Sr ManagerSkillsDesirable 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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