Avp Fraud Operations

Job Title: AVP Fraud Operations
Location: Pune

About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Risk and Control Objective
Take ownership for managing risk and strengthening controls in relation to the work you do.

Working Flexibly

Hybrid Working
Structured hybrid role:
Introduction:
As a manager of Billing Disputes, a colleague would be responsible for the daily operations, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements in a call centre environment.

What will you be doing?

This role will be hands On “In Person Presence in US Timings of Approx. 6 PM to 4 AM IST
- This is a largely work in office ( Pune Office ) “Leadership of the team & Real Time availability of the AVP for US Stake-holder interactions in US Timings”. This is not a Remote Work from Home Assignment as it requires in Person Provision of Leadership in the Pune Office for the US Operations.
- The operations will have weekends working
- Hybrid working after 6 months of acceptable performance
- Manage daily staffing and workflow for Dispute Operations and ensure adherence to department quantity and quality standards.
- Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
- Meet regularly with individual team members; coach them to meet and exceed their metrics.
- Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
- Provide performance analysis to implement action plan strategies to improve overall performance
- Be a resource for policy, procedure, and human resources questions/issues.
- Decisions are generally strategic in nature.
- Problems encountered are difficult in nature and complexity.
- Day to day decisions generally made without supervision or review.
- Responsible for broad scope of decision-making.
- Authority for decision making with system changes and projects across the division and in conjunction with other business units.
- Will communicate high-level results of decisions to management.
- Makes hiring and staff decisions.
- Works in partnership with site leadership to ensure Fraud Operations team engagement and compliance with any site standards or objectives.

What we’re looking for:

- 2+ years leadership experience
- Bachelor’s Degree or Equivalent Work Experience
- Service Level, queue and staffing management
- Leadership or supervisory experience in a call centre environment
- Banking, Credit Card, Disputes, Fraud and Financial Services

Skills that will help you in the role:
Proven BA4 experience in QA/Operations
- Proven Credit Card operations experience
- Demonstrated success at developing and managing an effective organization that meets service standards and financial targets, retains and develops employees, and satisfies customers
- Understanding of Association requirements pertaining to charge-back rights
- Previous Fraud/Merchant Dispute Operations experience
- Attention to detail, understands importance of accuracy and responsiveness
- Knowledge of credit card regulations
- Attention to detail, understands importance of accuracy and responsiveness
- Strong analytical and problem solving skills
- Strong communication skills, both verbal and written
- Results driven with a commitment to continuous process improvement and quality
- Ability to multi-task and work under pressure
- Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards
- Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
- Enthusiastic, customer solution focused

Where will you be working?
Pune

Be More at Barclays
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity
We operate with honesty, transparency and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise and resources to make a positive differ