Operations

Job details
Job Type
Full-time

Full Job Description

Job Description:
• Overview

Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.

Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.
• BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview*

Consumer Credit and Claims Transaction Services (CTS) is a part of the Claims Resolution & Recovery (CR&R) function in Client Protection. The team works on resolving billing disputes and fraud claims filed by credit card holders while CTS provides support services to CR&R. The key activities involved are, prepping the claim, exception management, issuing provisional credit, identify recovery opportunities through merchant credit adjustment or by processing charge backs, per the Visa/ MasterCard guidelines and also review and take relevant action on Merchant responses challenging the chargeback action.

Job Description*

The incumbent will be responsible to manage a functional span of approx. 100 -200 members with 5 to 7 frontline managers and is expected to establish a positive team environment, drive ownership and accountability, enable direct/indirect teams to become high performing/highly productive teams, drive high level of engagement, lead and mentor continuous improvement and risk-control mindset through opportunity identification and seek stakeholder buy-in and enable positive business delivery and strong people management and stakeholder management skills. The individual needs to also have a strong understanding of organization policies, processes, guidelines and applicable regulatory requirements

Responsibilities*
• Ensure consistent delivery on business metrics along with other new responsibilities and setting higher standards of self and Team performance
• Strong Risk and continuous improvement mindset
• Engage in improving processes through reengineering, system checks, and process automation
• Bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs
• Identify opportunities to simplify and improve the end-to-end process
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Able to excel and influence in a cross-functional team structure
• Effectively manage multiple priorities and deliver as well as being able to adapt to changes
• Demonstrate ability to work in a team, while contributing individually and across other teams

Requirements*
• Education* - Graduate (any stream)
• Certifications If Any
• Experience Range* - 15+ years

Foundational skills* -
• Knowledge of Fraud dispute cycle or Debit/Credit card transactional workflow
• Strong Interpersonal skills, people management skills and analytical ability
• High level of ownership and attention to detail
• Ability to work in a fast paced, deadline-oriented environment
• Ability to self-manage and prioritize, pursue goals and consistently deliver results
• A high degree of confidence and ability to interact with senior executives and other control partners
• Excellent organization, written and verbal communication and facilitation skills
• Self-motivated and adaptable to fast changing environment
• Ability to think laterally and identify several possible solutions to problems

Work Timings* - 11:30 AM to 8:30 PM (IST)* - Time can change based on business requirement

Job Location* - Hyderabad/Mumbai

Job Band:
H5

Shift:

Hours Per Week:
45

Weekly Schedule:

Referral Bonus Amount:
0