Address Introduction:
As a manager of Billing Disputes, a colleague would be responsible for the daily operations, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements in a call centre environment.
What will you be doing ?
This role will be hands On "In Person Presence in US Timings of Approx. 6 PM to 4 AM IST
- This is a largely work in office ( Pune Office ) "Leadership of the team & Real Time availability of the AVP for US Stake-holder interactions in US Timings". This is not a Remote Work from Home Assignment as it requires in Person
Provision of Leadership in the Pune Office for the US Operations.
- The operations will have weekends working
- Hybrid working after 6 months of acceptable performance
- Manage daily staffing and workflow for Dispute Operations and ensure adherence to department quantity and quality standards.
- Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
- Meet regularly with individual team members; coach them to meet and exceed their metrics.
- Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
- Provide performance analysis to implement action plan strategies to improve overall performance
- Be a resource for policy, procedure, and human resources questions/issues.
- Problems encountered are difficult in nature and complexity.
- Day to day decisions generally made without supervision or review.
- Responsible for broad scope of decision-making.
- Authority for decision making with system changes and projects across the division and in conjunction with other business units.
- Will communicate high-level results of decisions to management.
- Makes hiring and staff decisions.
- Works in partnership with site leadership to ensure Fraud Operations team engagement and compliance with any site standards or objectives.
What we're looking for:
- 5+ years leadership experience
- Bachelor's Degree or Equivalent Work Experience
- Service Level, queue and staffing management
- Leadership or supervisory experience in a call centre environment
- Banking, Credit Card, Disputes, Fraud and Financial Services
Skills that will help you in the role:
Proven AVP/VP experience in QA/Operations
- Proven Credit Card operations experience
- Demonstrated success at developing and managing an effective organization that meets service standards and financial targets, retains and develops employees, and satisfies customers
- Understanding of Association requirements pertaining to charge-back rights
- Previous Fraud/Merchant Dispute Operations experience
- Attention to detail, understands importance of accuracy and responsiveness
- Knowledge of credit card regulations
- Attention to detail, understands importance of accuracy and responsiveness
- Strong analytical and problem solving skills
- Strong communication skills, both verbal and written
- Results driven with a commitment to continuous process improvement and quality
- Ability to multi-task and work under pressure
- Proficient in Microsoft applications
- Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards
- Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
- Enthusiastic, customer solution focused
