Manager
Job Description:
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. Join us!
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
The process involves working claims on behalf of consumer Debit card holders. The team works on the Debit card transactions which were disputed by BOA customer; setting-up the claims, providing TSP, applicable Fees remediation, indexing of documents received from Merchants/Customers and completing all possible recovery & exception processes. This work does not involve interface with the customer.
Job Description
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Individual will be responsible for managing a large team size and establish a team environment with an open communication culture, driving OPEX culture (via improvement projects and automation) & ensuring support delivery to all stake partners. They need to demonstrate adherence to policies, processes, guidelines and applicable regulatory requirements.
Responsibilities
- Adherence to the SLA's - productivity, turn-around-time, and accuracy
- Engage in improving processes through reengineering, system checks, process automation
- Ensure timely and accurate dissemination of information to relevant stakeholders
- Should be capable of devising innovative solutions and have the drive to enforce change.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction
- Understanding of Consumer product regulation and laws
- Effective communication with various business partners and stakeholders
- Making recommendations for process improvements, demonstrating regular audits and necessary amendments
- Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination -query logs, issue resolution
- Develop & implement Forecasting & Staffing Model
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Performance Management of the team
- Drive Opex Mindset - Continuous Improvement
- Requirements
Education: Graduate (Any stream)
Experience Range
- 6 to 8 years of People Manager Experience
- Min 12 years of overall experience in Bank end/BPO environment
Foundational skills
- Intermediate MS Excel and MS Powerpoint
- People Management Skills - Managing minimum team size of 40 associates
- Industry - BFSI/Consumer & Retail Banking background
- Dynamic, high energy, strong work ethic, willing to take on new initiatives some of which may initially lack definition
- Ability to think laterally and identify several possible solutions to problems
- Able to excel and influence in a cross-functional team structure
- Excellent written and verbal communication skills are necessary as the position requires global correspondence and communication with associates throughout the Bank of America footprint
- Driven to learn and develop new skills
- Self-motivated and independent having an excellent control mindset
- Ability to effectively manage multiple priorities and deliver as well as being able to adapt to changes
- Able to work in a fast paced, deadline oriented environment
- High level of ownership and attention to detail
- Ability to apply sound judgment, provide effective challenge and display confidence to challenge
Desired skills
- Basic Analytical Skills
- Knowledge of Six Sigma Green Belt
- Basic understanding of evolving technology
- Knowledge of Fraud / Claims Operations
Work Timings
- 11.00am to 8.00pm (IST) - Flexible Timing based on business requirement
Job Location
- Chennai
Perks and Benefits
Health and Wellness
- FSA
- HSA
- On-Site Gym
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
Parental Benefits
- Non-Birth Parent or Paternity Leave
- Birth Parent or Maternity Leave
Work Flexibility
Office Life and Perks
Vacation and Time Off
- Leave of Absence
- Personal/Sick Days
- Paid Holidays
- Paid Vacation
- Sabbatical
Financial and Retirement
- Performance Bonus
- Company Equity
- 401(K) With Company Matching
Professional Development
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Tuition Reimbursement
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program