Senior Operations Manager

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 Client Protection organization includes Fraud Detection Operations (FDO) and Consumer & Small Business Claims Operations (C&SBC).

Fraud detection team reviews potentially fraudulent transactions exceptioned out by the fraud filters and decisions them basis judgmental review for products like New Accounts, Checks, Deposits & Online. The team also provides fraud support through activities like closure fulfillment of deposit accounts & loss allocation as well as specialized fraud work like defect analysis, secondary closure review and hold audit.

C&SBC is responsible for the research and timely resolution of fraud claims , billing disputes & Payment queries  on consumer, commercial and small business credit/debit card account. The key actions involves processing Chargeback to recover money from merchant, accepting or denying merchant response on chargeback processed and various other exception actions like providing provisional credit, Fraud reporting and merchant Credit adjustment.

The Client Protection team in GBS is spread across Gurugram, Mumbai, Hyderabad and GIFT.

Incumbent will be responsible for BAU delivery People management and driving employee satisfaction Driving a culture of continuous improvement and demonstrate results Developing and maintaining a strong working relationship with key stakeholders across LoB and GBS Identifying and leading key transformational projects in line with enterprise and business priorities Resolves broad operational issues and coordinates activities and processes within line of business/operations segments. Accurately forecasting and managing headcount.

Job Description

Responsible for leading specific operations segment(s) within Client Protection at GBS with band 7 and/or 6 people managers as their direct team. Oversees daily activities ensuring adherence to KPIs, quality standards, procedures, regulatory requirements and forecasted staffing levels. In addition to the business requirements, the person will be responsible for mentoring team managers and driving employee satisfaction.

Responsibilities

Incumbent will be responsible for BAU delivery People management and driving employee satisfaction Driving a culture of continuous improvement and demonstrate results Developing and maintaining a strong working relationship with key stakeholders across LoB and GBS Identifying and leading key transformational projects in line with enterprise and business priorities Resolves broad operational issues and coordinates activities and processes within line of business/operations segments. Accurately forecasting and managing headcount

Requirements

• Education:- Any Graduate
• Certifications If Any:- N/A
• Experience Range:- 13-15 Years in banking industry

Foundational skills:-

• Sound knowledge of consumer banking and applicable regulations
• Sound knowledge of fraud and claims lifecycle
• Strong interpersonal skills required to interact with a broad range of stakeholders
• Ability to gain a solid understanding of various operations and support functions and consult/influence leaders on business opportunities
• Proven history of applying critical thinking to drive change
• Must have sound knowledge of and experience in driving key business and enterprise priorities.
• Must be flexible & adaptable; multi-tasker.
• Thinks strategically  - ability to understand the big picture
• Possesses excellent verbal and written communication skills
• Strong analytical ability - Able to think outside of the box
• Ability to effectively collaborate with others in different teams and locations.
• Proven ability to manage competing needs and drive to quality despite changing priorities and tight deadlines
• Performance Manager who motivates and develops the team with regular two-way feedback.
• Excellent written and verbal communication.

Desired skills

• Experience in leading highly regulated businesses
• Sound knowledge of consumer banking and applicable regulations
• Sound knowledge of fraud and claims lifecycle

Work Timings

12:30 PM- 09-30 PM/Aligned to business

Job Location

Mumbai