Associate Vice President-Disputes

2 weeks ago

Gurgaon, Haryana, India NAB Full time ₹ 9,00,000 - ₹ 12,00,000 per year

An AVP is responsible for the safe and efficient delivery of several time critical processes through exceptional customer care and end to end case management for disputes relating to all Banking and Financial Services products.

Key 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

Qualification:

  • 10+ years of overall experience in Banking Operations in which 5+ years of experience in managing Disputes preferably in Australian market.
  • 4+ years of experience in handling voice process in customer facing role.
  • 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.

Other capabilities:

  • Open to work in a 24x7 environment.
  • Speaks clearly about the importance of the customer; fosters a sense of urgency toward customer needs.
  • Numerical and commercial mindset.
  • People leadership and coaching experience, preferably in an operations environment.
  • Workforce Management Skills.
  • 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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