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*

Debit Fraud involves researching and resolving Fraud Dispute claims related to consumer Debit Cards. Debit Fraud analysts are responsible for researching account/claim history to determine the action necessary to protect the customer and/or the bank as appropriate and in accordance with the guidelines set forth in Regulation Z.

Job Description*

Incumbent would be required to work closely with team of trainers and operations to ensure smooth delivery of all training requirements. The role includes assisting with the strategy, planning and execution of training deliverables. Incumbent would be the first point of contact for any requirement related to all training requirements (both domain and non-domain). Incumbent should have the thorough knowledge of Debit Fraud process and claims life cycle overview.

“ IC Profile- “ Part of Client protection Ramp up- IC

Responsibilities*

• End to end knowledge of Debit Fraud and Claims landscape.
• End to end to ownership of training responsibilities; from need analysis to execution of training program.
• Liaison with business partners / stakeholders – US and GBS on training requirements
• Incumbent would be responsible to build and implement the framework for employee reskilling and upskilling.
• Work closely with peer trainers to identify and monitor training needs.
• Responsible for day to day connect with stakeholders, provide support in as per business requirements & executing required trainings.
• Responsible for daily connect with trainees to manage their performance and resolve their queries.
• Evaluate training effectiveness.
• Collaborate with Onshore training partners and establish synergies.
• Incumbent would be responsible to drive best practices standardization across process and sites.
• Incumbent would be flexible basis business requirements.
• Oversee SOKC regarding the process updates.
• Would have knowledge of ARIS tool and to update process maps on ARIS.
• Would be able to support Operations in their projects or process improvement initiatives.

Requirements*

Education* - any graduate

Experience Range* 2+ years of experience in Debit Fraud process

Foundational skills*

Excellent communication skills and the ability to work effectively with stakeholder and team members in a global environment.

Experience analyzing and presenting essential training and performance metrics using Microsoft excel and PowerPoint.

Experience in coaching, training, and performance management.

Previous Fraud/Claim experience

Strong presentation skills

Detail-oriented and well-versed on organization skills.

Ability to think outside the box and excellent drive/desire to dig in, learn and make a difference.

Shift may vary basis business requirement.

Work Timings*

Shift timing: 7:30 am to 4:30 pm

Weekly Off: Sat & Sun

Job Location*

Gift