Manager/Senior Manager

5 days ago

Gurgaon, Haryana, India EXL Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role Manager/Sr. Manager

  • Should have 10+ years experience of operation management in fraud /risk investigation / banking customer service process
  • Experience in Managing team of 20+ employees in blended process of voice and back-office operations in any banking related process
  • 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
  • Manage team performance, conduct one on ones and provide constructive feedback to the team on improvement areas
  • Monitors numerous real-time queues related to credit card / debit card, check and online transactions across all products (checking/savings, credit cards, loans and Investment accounts)
  • 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
  • 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.
  • Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity

Work Timings: the process is running in 3 shifts (Should be flexible to cover all).

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