Team Leader

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

• 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

• 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