Strategic Business Operations Leader

1 week ago

Chennai, Tamil Nadu, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Operations Manager Job Description

About This Role

This Operations Manager position is a leadership role that involves overseeing the operational performance of client areas and exceeding targets for all required metrics. The successful candidate will be responsible for leading the operations team, maintaining regular engagement with key client contacts, and ensuring delivery of client KPIs/sales targets.

Key Responsibilities

- Lead the operations team to deliver overall operational metrics & sales targets.

- Develop the operational talent pool by optimizing the skills of the existing team and attracting the best external talent.

- Establish a well-defined communication and engagement model to ensure all teams understand the performance of the business and the needs of their teams.

- Conduct gap analysis of projects, revenue, and profitability analysis, resource utilization to improve operational efficiencies.

- Identify and implement operational best practices through interaction with the wider team.

- Manage and develop operational client relationships by conducting operational client review meetings and day-to-day ops liaison within key workstreams.

- Translate business strategy into day-to-day delivery and set/review quality performance standards.

Key Team Responsibilities:

- Review cases due to credit card fraud and investigate the case to find a solution.

- Process and dispute credit card chargebacks and inquiries to recover funds, including investigations of chargebacks and communications with external partners.

- Drive operational excellence across processes and design programs that enhance the client experience.

- Oversee and reconcile the workflow of Prevention Alerts, Order Intelligence (OI), and Rapid Dispute Resolution (RDR) within provider systems.

- Manage the 24/7 Alerts and Follow-Up processing team, ensuring prevention alerts are processed within 24 hours per Visa/Mastercard guidelines.

- Track SAFE and TC40 fraud reports, taking necessary actions and reporting back to merchants based on fraud indicators.

- Provide leadership to the Prevention Alerts Department, aligning the team as strategic business partners to understand business goals, issues, and needs.

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