Team Leader Chennai, India **To proceed with your application, you must be at least 18 years of age.** Acknowledge Refer a friend **To proceed with your application, you must be at least 18 years of age.** Acknowledge (https://ghr.wd1.myworkdayjobs.com/lateral-ba\_continuum/job/Chennai-Tamil-Nadu/Team-Leader\_25025235) **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. **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*** Consumer and Small Business Claims Operations 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 involve 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 Team is also responsible for resolving merchant dispute on chargeback and final resolution of claims. **Job Description*** + Supervise and manage team members, providing guidance and support to enhance performance + Monitor operational processes to ensure efficiency and effectiveness + Conduct Performance evaluations and provide feedback to team + Identify improvements ideas , gaps and vulnerabilities in process flow and work with respective stake holder to make the process more efficient + Drive culture of Operational Excellence in the team + Focus on building positive work environment that encourages teamwork and collaboration **Responsibilities** ***** + Would be responsible for leading cluster in the process + Provide appropriate coaching and feedback to help the associate come up the learning curve + Outlier management + Engage in improving processes through reengineering, system checks, process automation + Periodical sample quality check of the team + Review daily key operational variables + Develop back up and contingency plan + Act as a change agent and provide implementation assistance as and when the need arises + Provide subject matter expertise on processes + Provide coaching and feedback to team members + Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution + Assess training needs, provide training opportunities and train new hires and existing staff + Appropriately use Rewards & Recognition to energize to motivate Team Members + Handle all logistics related issues: roster management + Leave planning, Managing Compensatory Offs, Unscheduled Leave + Initiating Disciplinary procedure in conjunction with HR and Reporting manager **Requirements** ***** + **Education** ***** Graduate in any stream + **Experience Range*** 5 years and above + **Foundation skills*** + Strong Leadership and interpersonal skills + Strong knowledge of Claims Operations and Applicable US Laws, Rules & Regulations + Deep understanding of Dispute Life cycle + Good Knowledge around Fraud and Scam and its ever-changing landscape in Banking industry + Should be flexible in working different shifts depending on business needs + Ability to multitask and adapt to change + Excellent and Effective Communication Skills : both verbal & written + MS Office (Excel, PowerPoint, and Word) + **Desired skills*** + Understanding of Six Sigma and Other Process Improvement Methodology + Any Certification on Banking Domain **Work Timings** ***** Shift Type (Rotational Shifts/Fixed): Client Protection operates 24X7, Shift depends on process aligned to; Can be rotational. Weekly off - fixed / Split Off; depends to the process aligned to **Job Location** ***** Chennai Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.