Platform Solutions - Cards Disputes Operations - Vice President - Hyderabad

PLATFORM SOLUTIONS

In Platform Solutions (PS), we empower clients with innovative and customer-centred financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations and risk management:

• Transaction Banking, a cash management and payments platform for clients building a corporate treasury system.
• Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers.
• Merchant Point-of-Sale Lending, a platform that provides custom credit financing for home improvement merchants to offer directly to their customers.
• ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds.

• Lead a team of professionals engaged in resolving Customer disputes related to card transactions.
• Manage a large team of around 120-150 people spread across geographies working across time-zones.
• Partner with multiple internal and external stakeholders to ensure optimal business outcomes.
• Assist in identifying and developing process enhancements to maximize efficiency of business operations.
• Identify risks within the business function and follow firm guidelines to adequately report, contain, resolve, and manage the risk in a procedural manner keeping relevant stakeholders engaged.
• Help in build-out of strong people practices and talent management programs.
• Enable necessary business assurance functions including strong management routines and operational disciplines related to SLA's, productivity, volume management, handling of escalations and similar operational priorities.
• Partner with second- & third-line groups in management of business risk.
• Work with internal stakeholders to document / enrich business procedures that can be used by Agents.
• Lead by example and help foster the culture of team work & collaboration as well as operate in a manner aligned to key values of the firm.

• Overall 15-18 years of experience in financial services industry managing complex functions with atleast 3 years in a senior role (VP equivalent).
• 8-10 years' experience in managing teams within Card operations with exposure to disputes & fraud management functions across VISA/ Master Card networks.
• Good understanding of associated regulations (Reg Z/ Reg E) impacting Card operations.
• Experience in managing large teams & complex functions.
• Excellent written and communication skills that allows the incumbent to interact across levels.
• Strong understanding of the customer service experience and a desire to improve the experience.
• Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast -paced environment.
• Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
• Minimum graduation

• Disputes / Fraud experience in financial services environment managing large teams and complex functions.