Team Leader

Job Description:

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’re 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.

Job Description*

(Provide a high-level overview of the role and scope of responsibilities)

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*

                Adherence to the SLA’s – productivity, turn-around-time, and accuracy

                Provide appropriate coaching and feedback to help the associate come up the learning curve

                Bottom Quartile Management as per the policy

                Engage in improving processes through reengineering, system checks, process automation

                Periodical sample quality check of associates processing work

                Interact with client on transactional issues

                Review daily key operational variables

                Develop back up and contingency plan

                Act as a change agent and provide implementation assistance as and when the need arises

                Provide subject matter expertise on processes

                Update Manager on process performance and critical people issues

                Identify potential people issues amongst the team & resolve the same on a proactive basis

                Provide process problem resolution assistance to teams via one on one’s and coaching sessions

                Assess performance of Team Members and conduct performance appraisals

                Provide coaching and feedback to team members

                Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution

                Assist new hires such that they are productive on the floor in the shortest possible time frame

                Assess training needs, provide training opportunities and train new hires and existing staff

                Cross train Team Members

                Appropriately use Rewards & Recognition to energize to motivate Team Members

                Handle all logistics related issues: roster management

                Leave planning, Managing Compensatory Offs, Unscheduled Leave

                Initiating Disciplinary procedure in conjunction with HR and Reporting manager