Lead Assistant Manager

13 hours ago

India Gurgaon IN Gurgaon C Emerging Full time ₹ 12,00,000 - ₹ 36,00,000 per year

JOB DESCRIPTION 

Position Title, Responsibility Level: Lead Assistant Manager

Function: Operations

Reports to  - 

Manager – Operations

Permanent/ Temporary: PermanentSpan of Control – NilLocation: Gurgaon- C-61

Role – Lead Assistant Manager

  • Should have 4+ years' experience of operation management in fraud and risk investigation and customer service process
  • Experience in Managing team of 20+ employees in blended process of voice and back-office operations 
  • 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
  • Monitors numerous real-time queues relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity 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
  • Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
  • 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. 
  • Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
  • Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity 
  • May Interact with other Risk teams on developing fraud prevention strategy and process
  • Preparing weekly/monthly dashboard and reporting for Senior Leadership Team.

Performance parameters

  • Process performance – as per agreed KPIs 
  • Quality and Productivity Improvement 
  • Customer Satisfaction 
  • Level of Subject Matter Expertise 

  Organizational RelationshipsReports To: Manager / Sr. Manager SkillsDesirable Skills
  • Team Management 
  • Employee Engagement
  • Attention to detail
  • Commitment and drive for results
  • Questioning, reasoning and analytical
  • Adaptable and Flexible
  • Requires shiftwork, including weekends, non-business hours and holidays 
  • Business Etiquette
Technical Skills
  • Basic strong internet research, Google Docs, and overall PC skills 
  • Typing speed of 30 words with high accuracy

Soft skills

  • Strong team player
  • Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
  • High accuracy at work
  • Self-Discipline, Listening, Patience
 Education Requirements and Work Experience:
  • Bachelor's degree required (BCom or BBA) preferably in Commerce stream.
  • Good English Comprehension Skills
  • Preference will be given to people 4+ years' experience of operation management in fraud and risk investigation and customer service process

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