Roles and Responsibilities + Support the accomplishment of all contracted service level targets/agreements. + Manage monthly and ad-hoc agent coaching and feedback. + Assist in daily, weekly, and monthly quality assurance activities. + Provides day to day support to the team and handle first level escalations as they arise or are assigned. + Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes. + Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management. + Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles. + Oversee and aid in new hire training and onboarding. + Contribute to continuous learning activities promoting knowledge and skill development within the team. + Assist in keeping all team members informed and up to date about all relevant and useful information. + Act as a subject matter expert on projects/initiatives + Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team. + Maintain relationships with internal and external clients. + Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes. + Ensure excellent customer service, resolving customer complaints and issues in a timely and professional manner. + Oversee daily branch operations, including transactions, customer interactions, and cash handling. + Identify and mitigate potential risks, ensuring compliance with banking regulations and policies. + Monitor and evaluate team performance, providing feedback and coaching to improve productivity and efficiency. Experience Needed 1. Banking Experience: Typically 8-10 years of experience in a banking environment, preferably in a supervisory or leadership role. 2. Domain Experience: Should have managed AML Process for minimum 3 years and should have experience in Finance Transaction, settlement & Reconciliation, Credit Offline & Customer service Investigator 3. Leadership Skills: Proven leadership skills, with experience in managing teams and motivating staff. 4. Customer Service: Excellent customer service skills, with experience in resolving customer complaints and issues. 5. Operational Knowledge: Strong knowledge of banking operations, including transactions, cash handling, and risk management. 6. Regulatory Compliance: Familiarity with banking regulations and policies, ensuring compliance and risk management. 7. Communication Skills: Excellent communication and interpersonal skills, with ability to interact with customers, staff, and management.