Hiring for Team Lead and Operations Manager - Retail Banking

Job Description

Job description

We are hiring for Team Leader and Operations Manager - Retail Banking for Bangalore and Pune locations

• Qualification: Team Leader and Operations Manager - Retail Banking
• Experience: 6 - 12 Years

Employment Type: Full-Time.

• Investigate allegations of fraud, plan and deliver proactive counter fraud reviews of complex and/or medium risk in accordance with the approved annual internal audit and counter fraud plan or on direction of the Fraud Manager, of audit management team.
• Conducting investigations into allegations of fraud, waste or abuse committed by potential fraudsters and report out the same to the department.
• Reviewing and researching evidence/documents to analyze the overall fact pattern of claim and synthesize data into a professional report with recommendations
• Analyzing credit card applications, transactions to detect potential fraud and take necessary outlined actions as per the business standards.
• For assigned proactive fraud reviews, undertake the planning, including development of draft engagement and work programs.
• Undertake, and where delegated, supervise work of the Counter Fraud Apprentice in accordance with budget and quality assurance standards.
• Analyze data, including sensitive and/or confidential data, as part of the evaluation of investigation/review evidence, be able to provide disciplinary/criminal recommendations and/or an assurance on the subject matter.
• Attend, and lead, pre and post investigation/review meetings with managers and/or senior managers
• Produce draft investigation and proactive review reports and work with report recipients to finalize reports.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Should be ok to work in 24X7 environment and night shifts.
• Should be ready to work in a target-oriented portfolio.
• Maintain constant & effective communication with management, staff, and client partners to ensure proper operations of the organization.
• Excellent persuasive skills to manage stake holders at all levels, especially the client partners.
• Develop, implement, and maintain quality assurance protocols
• Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity
• Actively pursue strategic and operational objectives
• Ensure operational activities remain on time and within a defined budget
• Track staffing requirements, hiring new employees as needed
• Oversee budgeting and finance for the area of business
• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
• Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
• Partner with cross-functional support teams in improving the proprietary tools and systems
• Work closely with risk & compliance departments to make sure activities remain compliant
• Oversee materials and inventory management
• Conduct budget reviews and report cost plans to upper management

Responsibilities: -

Transition Coordination: Resource planning (incl. Infra): Develops plans, identifies people, coordinates infra and technology requirements with the transition team for the specific process (es) to deliver on target delivery model

Transition Coordination: Process definition & documentation: Provides resources to the transition team to finalize the process definition & documentation, signs off for the specific process (es) within his/her purview to finalize the To-Be process

Transition Coordination: Process Training & Certification: Provides inputs on the training/ certification methodology to the transition team to ensure right skilling on engagement

Operations: Resource Planning (People, Infrastructure etc.): Plans and monitors the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his/her specific process (es) in order to ensure budget & pricing assumptions compliance

Quality Planning (QC/QA): Reviews the service quality plan including the quality control, assurance, and improvement to create a comprehensive quality program for the specific process (es)

Process Compliance: Reviews process compliance and signs off on SOP changes as part of the quality plan in order to ensure robustness of the process

Talent Management (People Management): Implements career development & succession plan for the direct reports implements career development methodology for the team in specific process (es) to ensure sustainable employee engagement & motivation within the team

Service Delivery

Should have experience in Voice process and driving C-Sat and NPS as deliverables.

Should also have some experience in driving up-selling in the process.

Responsible for individual performance metrics (Productivity, Accuracy and utilization)

Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement.

Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Educational Requirements (Must have)

Graduate with min 10 years of experience

• Must have worked with reputed contact centers for minimum of 10 years preferably in banking and financial domain.
• Minimum of 18 months of relevant experience as Ops manager with team handling experience with a reputed international BPO / BPM voice customer service or sales process.
• Candidate should have handled team leads and management trainees with team size of minimum 10 + FTEs each.
• Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts.
• Should have done performance appraisals in past.
• Candidates with experience in UK banking credit card division will be preferable.

Primary Skill

Strong communication skills

Strong relationship management skills.

An eye for detail

Excellent analytical skills

Customer Orientation

Collaboration and Team Working

Stakeholder management and in cross cultural context

If interested, please share your resume with below details to [Confidential Information]

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Talent Acquisition Team

Infosys BPM Ltd