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
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