Job Description

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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\xe2\x80\x99re 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*

The process involves working claims on behalf of consumer Debit card holders. The team works on the Debit card transactions which were disputed by BOA customer; setting-up the claims, providing TSP, applicable Fees remediation, indexing of documents received from Merchants/Customers and completing all possible recovery & exception processes. This work does not involve interface with the customer.

*

Individual will be responsible for manage team size of approx. 15 to 20 associates, establish a team environment with an open communication culture, driving OPEX culture(via improvement projects and automation) & ensuring support delivery to all stake partners. They need to demonstrate adherence to policies, processes, guidelines and applicable regulatory requirements.

Responsibilities*

\xef\x82\xa7 Adherence to the SLA\xe2\x80\x99s \xe2\x80\x93 productivity, turn-around-time, and accuracy

\xef\x82\xa7 Provide appropriate coaching and feedback to help the associate come up the learning curve

\xef\x82\xa7 Bottom Quartile Management as per the policy

\xef\x82\xa7 Engage in improving processes through reengineering, system checks, process automation

\xef\x82\xa7 Periodical sample quality check of associates processing work

\xef\x82\xa7 Interact with client on transactional issues

\xef\x82\xa7 Review daily key operational variables

\xef\x82\xa7 Develop back up and contingency plan

\xef\x82\xa7 Act as a change agent and provide implementation assistance as and when the need arises

\xef\x82\xa7 Provide subject matter expertise on processes

\xef\x82\xa7 Update Manager on process performance and critical people issues

\xef\x82\xa7 Identify potential people issues amongst the team & resolve the same on a proactive basis

\xef\x82\xa7 Provide process problem resolution assistance to teams via one on one\xe2\x80\x99s and coaching sessions

\xef\x82\xa7 Assess performance of Team Members and conduct performance appraisals

\xef\x82\xa7 Provide coaching and feedback to team members

\xef\x82\xa7 Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination \xe2\x80\x93query logs, issue resolution

\xef\x82\xa7 Assist new hires such that they are productive on the floor in the shortest possible time frame

\xef\x82\xa7 Assess training needs, provide training opportunities and train new hires and existing staff

\xef\x82\xa7 Cross train Team Members

\xef\x82\xa7 Appropriately use Rewards & Recognition to energize to motivate Team Members

\xef\x82\xa7 Handle all logistics related issues: roster management

\xef\x82\xa7 Leave planning, Managing Compensatory Offs, Unscheduled Leave

\xef\x82\xa7 Initiating Disciplinary procedure in conjunction with HR and Reporting manager

Requirements*

Education*

Graduate (Any stream)

Certifications If Any

Consumer Banking

Experience Range*

• 5 to 6 years overall experience

Foundational skills*

• People handling

• Intermediate Excel, Excellent PPT skills

• Dynamic, high energy, solid work ethic, willing to take on new initiatives some of which may initially lack definition

• Ability to think laterally and identify several possible solutions to problems

• Able to excel and influence in a cross-functional team structure

• Excellent written and verbal communication skills are necessary as the position requires global correspondence and communication with associates throughout the Bank of America footprint

• Driven to learn and develop new skills

• Self-motivated and independent having an excellent control mindset

• Ability to effectively manage multiple priorities and deliver as well as being able to adapt to changes

• Able to work in a fast paced, deadline-oriented environment

• High level of ownership and attention to detail

• Ability to apply sound judgment, provide effective challenge and display confidence to challenge

• Ability to self-manage and prioritize, pursue goals and consistently deliver results

• Demonstrate ability to work in a team, while contributing individually and across other teams

Desired skills

• Basic Analytical Skills
• People Management Skill

Work Timings*

• 07.30am to 4.30pm (IST) - Flexible Timing based on business requirement

Job Location*

Gandhinagar (GIFT),

Bank of America