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*

Fraud Prevention & Detection includes various sub-processes that involve in reducing loss exposure by reviewing events that are determined to be fraudulent to the Bank or our customers. The process begins with the receipt of an alert triggered by a fraud strategy. Fraud analyst perform reviews of events that are alerted into queues based on rules created by our Strategies partners. The incumbent will take appropriate action based on transaction and other customer/account activity, and document the findings for subsequent efforts to contact the customer and resolve the fraud concern.  Process ends when the event is either confirmed valid or confirmed fraud and remediation steps are completed.

Job Description*

Team Leader would be responsible to lead a minimum HC of 20-25 FTEs with the focus to generate operational efficiency and achieve business goals along with employee development and growth. This role requires to collaborate horizontally and vertically to support strategic decision of the business.

Responsibilities*

• Managing head count of 25 FTEs associates, whose Key responsibility resolves around meeting critical deadlines as per Compliance criteria
• Drive the team for results
• Liaison with business partners and ensuring that the team is up to date with procedures
• Monitoring work for satisfaction scores and design improvement measure
• Feedback and ongoing coaching to associates
• Work closely with the training and quality teams to ensure the team remains productive and efficient.
• Adherence to the key metrics –Productivity, turn-around-time, Accuracy and Reg Adherence
• Engage in improving processes through reengineering, system checks, and process automation
• Interact with LOB for day to day operations, issues, strategic reviews
• Review daily key operational variables
• Develop back up and contingency plans
• Act as a change agent and provide implementation assistance as and when the need arises
• Provide subject matter expertise on processes
• Update Manager on process performance and critical people issues
• Identify potential people issues amongst the team & resolve the same on a proactive basis
• Provide process problem resolution assistance to teams via calenderized one on one's and coaching sessions
• Assess performance of Team Members and conduct performance appraisals
• Provide coaching and feedback to team members
• Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Assess training needs, provide training opportunities and train new hires and existing staff
• Appropriately use Rewards & Recognition to energize to motivate Team Members
• Handle all logistics related issues: roster management
• Leave planning, Managing Compensatory Offs, Unscheduled Leave
• Initiating Disciplinary procedure in conjunction with HR and Reporting manager

Requirements*

Education* Graduates

Experience Range* 6-8 years

Foundational skills*

Strong Fraud Domain

Analytical skills

Strong Communication and Leadership skills

Strong Interpersonal skills

Stakeholder Management

Risk & OPEX Mindset

Knowledge of FCRA and REG CC

Work Timings*

Shift timing:

P2P / Online: Rotational - 07:30 – 16:30 &19:30 – 04:30

Weekly Off : Both split/ fixed depends on product aligned to

Job Location*

Gift