Team Leader

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.  Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

 Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview*

Debit Fraud associate receives the Debit Card fraud claims from the fraud initiation team which are disputed by the customer to review Temp Credit, applicable Fees, Interest charges that were issued to customers account, documents received from the Customer helps us in identifying Chargeback opportunities & resolving the claim and notify the customer & associations (Visa/MC/PULSE). Post chargeback process is complete these claims can be sent back by merchants with compelling evidence and the team will work on Representment/Pre Arb and finally decision the claims.

Job Description*

• Monitor daily performance and work allocation to ensure adherence SLA's and Critical Business Metrics
• Provide adequate real-time support to the team by assisting on complex queries and processing volumes whenever required.
• Identify potential risks/issues and build enhanced controls to mitigate/minimize impact.
• Perform Root cause analysis of errors and share observations & enhanced controls to mitigate such errors.
• Proactively review & redesign the existing process steps with the help of automation to improve overall efficiency and effectiveness.
• Point of contact during Business Contingencies to ensure critical activities are duly distributed and worked upon
• Ability to effectively develop and communicate an "Executive level message" leveraging relevant business data.

Responsibilities*

• Volume Management & Allocation: Track and manage daily/weekly/monthly volumes across functions and ensure appropriate workload distribution.
• Dashboard Creation: Develop and maintain daily dashboards to reflect live performance updates across key metrics. (Daily/weekly & adhoc requests)
• Resource Allocation: Enable Ops. team with data to allocate resources effectively based on volume inflow and business priorities.
• Forecasting: Perform volume and staffing forecasts to support workforce planning and operations optimization.
• Automation: Identify and implement automation opportunities in daily dashboard and reporting processes.
• Scorecard Development: Create performance scorecards to evaluate team and individual performance.
• Data Management: Maintain, clean, and manage operational datasets to ensure data accuracy and availability for analysis.
• Business presentation: Creation of deck for Monthly and Quarterly business review and other ad-hoc requests

Requirements*

Education* Graduate in any stream

Experience Range* 5 to 7 years

Foundational skills*

Proficiency in Advanced Excel & PPT (including pivot tables, Power Query, VBA/macros).

Hands-on experience with Tableau/Power BI for data visualization and dashboarding.

Excellent analytical and problem-solving skills.

Strong organizational and communication abilities.

Ability to work independently and collaborate with cross-functional teams.

Desired skills*

Understanding of Operations / Business Intelligence and Other Process Improvement Methodology

Strong knowledge of SQL/Alteryx for data extraction and manipulation.

Work Timings*

Shift Type (Rotational Shifts/Fixed): Rotational

Process Timings: 07:30 AM IST to 04:30 PM IST (Should be flexible to work in evening shifts)

Job Location*

GGM/Mum