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 performanceMonitor operational processes to ensure efficiency and effectivenessConduct Performance evaluations and provide feedback to teamIdentify improvements ideas , gaps and vulnerabilities in process flow and work with respective stake holder to make the process more efficientDrive culture of Operational Excellence in the teamFocus on building positive work environment that encourages teamwork and collaboration

Responsibilities*

Would be responsible for leading cluster in the processProvide appropriate coaching and feedback to help the associate come up the learning curveOutlier managementEngage in improving processes through reengineering, system checks, process automationPeriodical sample quality check of the teamReview daily key operational variablesDevelop back up and contingency planAct as a change agent and provide implementation assistance as and when the need arisesProvide subject matter expertise on processesProvide coaching and feedback to team membersHold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolutionAssess training needs, provide training opportunities and train new hires and existing staffAppropriately use Rewards & Recognition to energize to motivate Team MembersHandle all logistics related issues: roster managementLeave planning, Managing Compensatory Offs, Unscheduled LeaveInitiating Disciplinary procedure in conjunction with HR and Reporting manager

Requirements*

Education* Graduate in any streamExperience Range* 5 years and aboveFoundation skills* Strong Leadership and interpersonal skillsStrong knowledge of Claims Operations and Applicable US Laws, Rules & RegulationsDeep understanding of Dispute Life cycleGood Knowledge around Fraud and Scam and its ever-changing landscape in Banking industryShould be flexible in working different shifts depending on business needsAbility to multitask and adapt to changeExcellent and Effective Communication Skills : both verbal & writtenMS 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