BharatPe | Operational Risk Specialist | gurugram

1 month ago


gurugram, India BharatPe Full time

Functional Expertise

 Team Management

 Oversee a team of 20-30 call centre agents focused on chargeback and fraud cases.

 Provide guidance, support, and mentorship to Team Leaders (TLs) and Quality Analysts (QA).

 Monitor team performance, set KPIs, and ensure SLAs are met.

 Foster a positive and collaborative work environment, encouraging continuous improvement.

 Chargeback & Fraud Handling:

 Manage chargeback disputes, fraud investigations, and resolution processes

 Analyze fraud patterns, identify potential risks, and implement strategies to mitigate chargeback losses.

 Stay updated on industry best practices and regulatory changes related to chargeback and fraud management.


Process Improvement

 Review current chargeback and fraud processes, identify gaps, and recommend changes to optimize efficiency.

 Lead process transition initiatives and ensure smooth implementation of new procedures.

 Collaborate with cross-functional teams (Product, Tech, and Operations) to drive process enhancements.


Training & Coaching

 Conduct regular training sessions for agents, TLs, and QA teams on chargeback handling, fraud detection, and customer service best practices.

 Develop coaching plans to enhance team skills and knowledge, ensuring high-quality service delivery.

 Address performance issues and implement corrective actions when necessary.

 Data Analysis & Reporting

 Utilize SQL or data analysis tools to extract, analyze, and interpret data related to chargeback and fraud cases.

 Generate actionable insights from data to drive operational improvements and fraud prevention strategies.

 Prepare detailed reports for senior management on chargeback trends, fraud cases, and team performance.



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