Group Operations Manager

Group Operations Manager

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:

The Client Protection (CP)operations team is responsible for preventing & detecting (Fraud Detection Operations) as well as for the research and timely resolution of clients' claims and billing dispute transactions (Claims Operations). The team services multiple products – checks & deposits, credit, debit and commercial cards, digital transactions and deposit accounts – and is also responsible for process support activities like account closure, ledger balancing and balancing internal/external system feeds to fund requirements for card and digital transactions. The CP team in GBS is spread across Hyderabad, Mumbai, GIFT City, Chennai and Gurugram.

Job Description:

This position is responsible for leading a section of the Claims Operations team at GBS. The team works on resolving billing disputes and fraud claims across different product lines – debit & credit cards, ACH, check & digital. The role involves leading teams across multiple locations, shifts and work-types.

Responsibilities:

The candidate will be responsible for a broad range of activities including:

• Ensuring overall operational delivery to meet the business goals.
• Managing and improving the work: full understanding of the work processes, continuous focus on process improvement through simplification, innovation, and use of emerging technology tools. Drive Operational Excellence; develop and execute strategies to constantly improving the work done.
• Partner with LoB executives to influence and set the strategic direction for Claims Ops as a whole and the GBS team in particular.
• Effective communication: deliver transparent, concise, and consistent messaging while influencing, driving and leading change across teams.
• Collaborates, influences, and negotiates vertically and horizontally with a wide variety of partners & stakeholders.
• Develop a high performing team that is driven to lead and outperform.
• People management – build and promote inclusive and engaging work environment as well as develop and retain talent within the firm.
• Responsible for budget/expense management, reporting and forecasting for the work unit.

Requirements:

Education: Graduate

Certifications if any: NA

Experience Range: years.

• Foundational skills:
  • Experience in leading large teams in consumer fraud and/or claims operations.
  • Strong written and oral communication skills with ability to communicate clearly, effectively and work well with people at all levels.
  • Proven managerial, team & people management skills.
  • Continuous improvement mindset with ability to deliver results through operation excellence.
  • Attention to detail and analytical ability.
  • Strong work ethic in fast paced environments; flexible, adaptable & multi-tasker
  • Demonstrated Risk and Control mindset.
  • Proven stakeholder relationship management and influencing skills.
  • Ability to coach and mentor the next level of leaders

Work Timings: 12pm – 9pm IST

Job Location: Chennai