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Operations -Management trainee– Chargeback

Position Overview:

 In this role, you will be working in Dispute & Chargeback. Also, you will contribute to our business operations by learning about and participating in various organizational functions. Management Trainee responsibilities include understanding each department’s daily processes and goals, working under experienced personnel, and participating in learning experiences, meetings, and seminars. Our ideal candidate is an ambitious individual who is eager to learn, grow, and excel in a dynamic business environment.
Key Responsibilities:
• Good understanding of financial products like representment, Fraud, Disputes, Chargebacks, Pre-Arbitration etc. is required.
• Managing the end-to-end process for US FI Chargeback and Disputes cycles.
• Participating in all training and skill development workshops and seminars
• Working closely with managers and supervisors to understand and learn about the decision-making processes
• Experience with US market Chargeback and Disputes.
• Assisting in the management of daily operations within various departments
• Learning to develop and implement business strategies to achieve organizational goals
• Identifying potential issues and areas of improvement in the organization
• Contributing to the development of action plans to penetrate new markets
• Completing all assigned tasks and projects within the specified timeline
• Developing a good understanding of company policies, rules, and regulations
• Assisting in managing resources effectively.
• Share ideas with Management that positively influence the vision for the client by using their exposure to the team's technical or business areas, their understanding of industry trends, and fraud issues impacting the banking industry.
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
• Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics
• Out of box thinking: Use initiative and demonstrate creativity in solving problems for Genpact customers
• Provide focused feedback loops for investigators based on crisp performance and quality data.
• Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities.
• Responsible for achieving and exceeding the team’s defined metrics through sustainable change or process improvement.


Qualifications we seek in you

Minimum qualifications
• Any Graduate/Post Graduate with tenured experience in Banking industry in similar domain
• Experience in managing multiple large back-office fraud & dispute operations teams
• Ability to identify trends in disputes, frauds and ability to convert it into operational plans
• Good storytelling skills. Must be very fluent in English, strong written, oral communication skills and able to manage user / vendor / customer.
• Client connects and ability to nurture long term relationships
• Operational excellence expertise in the form of black belts/ green belts or equivalent work experience
• Excellent people management skills
• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, etc.
• Deep domain knowledge in fraud and disputes operations space
• High energy, with passion for process proficiency and a drive to be a relentless advocate for the customer experience.
• Analytical bent of mind with attention to detail
• Excellent communication skills – verbal and written
• Deep knowledge and understanding of industry trends across multiple products and ability to effectively share the knowledge with team members
• Ability to drive strong focus on delivery on SLAs and quality control
• Client connects and ability to nurture long term relationships.

Preferred Qualifications/ Skills

• Prior experience as a Team Leader in Dispute/Fraud/Claim Investigation domain.
• Knowledge of networks that facilitate electronic funds transfers (EFT) and ATM transactions i.e. PULSE, MASTERCARD, VISA, NYCE, ACCEL & STAR.
• Bachelor’s Degree Exceptional operational, managerial, analytical, and interpersonal skills.
• Demonstrable operations experience that includes people management experience as well as experienced in the Fraud and Disputes or Financial risk management domain.
• Experience in conducting one-on-one coaching and feedback sessions, team member grooming, interaction with the client on regular basis, etc.