AVP-Disputes

2 weeks ago

Gurgaon, Haryana, India National Australia Bank (NAB) Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Role & responsibilities

  • Lead teams to oversee and deliver daily workload ensuring transactions are completed in accordance with customer service level agreements and external timeframes.
  • Key point of contact for escalation, support/direction, service/performance analysis, problem resolution, appraisal, coaching, mentoring, provision of information, support and facilitation of ideas.
  • Work with teams to oversee and ensure all client instructions are processed in accordance with their wishes and that exceptions are escalated in accordance with established policies and procedures.
  • Lead team and liaise with partners and team, and HO/Manager when required, to resolve and rectify service delivery issues.
  • Ensure team is correctly resourced through utilization of capacity management frameworks.
  • Demonstrate professional and ethical behaviour in all actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

Preferred candidate profile

  • 10+ years of overall experience in Banking Operations in which 5+ years of experience in managing Disputes preferably in Australian market.
  • 2+ years of experience in handling voice process in customer facing role.
  • People leadership and coaching experience, preferably in an operations environment.
  • Workforce Management Skills.
  • Open to work in a 24x7 environment.
  • Experience in handling voice process in customer facing role.
  • Experience in handling customer escalations (both voice & non-voice).
  • Experience in working though problems to provide a positive outcome.
  • Strong experience of when problems need escalation to ensure timely and correct outcomes.
  • Solid judgment, reasoning and decision-making abilities.
  • Ability to manage a team and work together in a high pressure and fast paced environment.

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