Job Description

Key Responsibilities:

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This role ensures the team operates effectively meeting the defined targets managing team performance and upholds risk compliance guidelines Maintain alignment with client organizational objectives Key Responsibilities Assign tasks manage workloads and ensure SLAs are met Daily huddles coaching One on One performance feedback New hire onboarding cross skilling Audit readiness control adherence Defect RCA and corrective actions Identify opportunities for process improvement and efficiency Ensue compliance with company policies procedures and quality standards Knowledge Skills preferred for the role Knowledge of Disputes handling Knowledge of reason codes Card brands network rules and guidelines Familiarity with dispute claims value chain Experience in dispute chargeback phase and process Experience in merchant interactions People Management Set clear performance expectations and monitor progress Identify training needs and support career development and succession planning Address performance issues disciplinary matters and grievances in line with company policies Regular one on one for performance review Building effective teams and developing direct reports Business Performance Maintaining client Service Level Agreement Standards SLA s client satisfaction Drive automation and continuous improvement within the process Identifies cost saving opportunities Structured and periodic performance management Support and engage with other ad hoc projects and Organization Development tasks as required Client Management Ensure proactive client feedback while aligning priorities to Client SLA deliveries Actively engaged with Client Relations team for support and expectation management High priority escalation handling and close loop management Educational Professional Qualifications Bachelor s degree in finance Business Administration or related field or equivalent experience Minimum 2 years of work experience as Team Lead in client operations financial services or similar roles Strong analytical and problem solving skills Proficiency in MS Excel and other data analysis tools Excellent communication and interpersonal skills Ability to work independently and as part of a team in a high volume environment Competencies that will be Assessed Leadership People Management Strategic Business Acumen Interpersonal Communication Skills

Preferred Skills:

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India Banking->Consumer Banking, Mortgage, Lending Operations, Commercial Banking