Job Description

:JOB DESCRIPTIONPosition Title, Responsibility Level: Assistant ManagerFunction: OperationsReports to -Manager - OperationsPermanent/ Temporary: PermanentSpan of Control -NilLocation:Gurgaon- C-61Role - Assistant Manager

• Should have 4+ years experience of operation management in fraud and risk investigation and customer service process
• Experience in Managing team of 10+ employees in blended process of voice and back-office operations
• Build strong team relationship within and across teams
• Ensuring compliance with regulatory standards.
• Ensuring compliance with company/client policies and guidelines.

Responsibilities

• Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results
• Monitors numerous real-time queues relates to Fraud and Dispute for Gift cards issued as well
• Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity
• Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
• Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.
• Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
• Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
• May Interact with other Risk teams on developing fraud prevention strategy and process
• Preparing weekly/monthly dashboard and reporting for Senior Leadership Team.

Performance parameters

• Process performance - as per agreed KPIs
• Quality and Productivity Improvement
• Customer Satisfaction
• Level of Subject Matter Expertise

Organizational RelationshipsReports To: Manager / Sr. ManagerSkillsDesirable Skills

• Team Management
• Employee Engagement
• Attention to detail
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Requires shiftwork, including weekends, non-business hours and holidays
• Business Etiquette

Technical Skills

• Basic strong internet research, Google Docs, and overall PC skills
• Typing speed of 30 words with high accuracy

Soft skills

• Strong team player
• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• High accuracy at work
• Self-Discipline, Listening, Patience

Education Requirements and Work Experience:

• Bachelor's degree required (BCom or BBA) preferably in Commerce stream.
• Good English Comprehension Skills
• Preference will be given to people 4+ years experience of operation management in fraud and risk investigation and customer service process

EXL Service