1,004 jobs for "Service Delivery 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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. 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*

Credit & Debit Exception is a backend claims process which deals with rejected transactions of VISA &Master card. Transaction status and outstanding GLs are identified by the associate and disputes will be processed accordingly.

Job Description*

Individual will be a contributing member of the Global Payments Team. Individual will be a contributing member of the Credit & Debit Exception Team. He/ she would be responsible for processing claims pertaining to Credit and Debit Card incomplete transactions.

He/ she will contribute towards the process BAU deliverables along with Executing the Process Control framework and business priorities of the C&D.

Responsibilities*

• Perform accurate and timely processing of claims while meeting productivity, quality, and service level targets.

• Ensure compliance with operational procedures, risk and control standards, and regulatory requirements.

• Analyze account activity, payment transactions, and supporting documentation to determine the appropriate course of action.

• Execute daily BAU (Business-As-Usual) activities while maintaining high levels of accuracy and customer impact awareness.

• Identify, escalate, and support resolution of process exceptions, system issues, and potential operational risks.

• Adhere to the Process Control Framework and support business priorities through effective risk management and operational excellence.

• Participate in training, cross-training, and knowledge-sharing initiatives to enhance individual and team capabilities.

• Support business resiliency efforts by maintaining proficiency across multiple work types and queues.

• Collaborate with internal partners, leadership teams, and stakeholders to achieve process goals and service delivery expectations.

• Contribute to continuous process improvement initiatives by identifying opportunities to enhance efficiency, quality, and controls.

• Maintain detailed documentation of case actions, research findings, and resolutions to ensure audit and compliance readiness.

• Demonstrate ownership, accountability, and sound judgment while handling sensitive customer and financial information.

Requirements*

Education*

Graduate or Postgraduate in any stream

Certifications If Any

Experience Range*

2-4 Years

Foundational skills*

• Good understanding of Card Life Cycle

• Good Communication Skills, both verbal and written

• Proficient understanding of various operational Risk and Controls.

Desired skills

• Excellent interpersonal skills, Excellent Business communication skills

• Proficient understanding of various operational Risk and Controls.

Work Timings*

Morning Shift (7:30 am - 4:30 pm)

Job Location*

GGM

About Merrill

https://www.ml.com/

Size: 10,000+ employees
Industry: Financial Services

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