Senior Manager - Credit Cards Disputes Operations

Senior Manager-Credit cards Disputes

- Managing Disputes/Chargeback/Fraud Operations

- Transitioning dispute processes

- The Senior Manager is primarily responsible for supervising the duties of the team manager and the technical SMEs. Key responsibilities include workflow management, SLA adherence, client management and performance management among others.

- The Operations Manager serves as the single point of contact for all operation related issues and requirements and is responsible for developing and successfully implementing strategic plans and process innovation. Training, mentoring and coaching for success and career development aimed at reducing risk while promoting retention is also an integral part of the role.

- Senior operations manager will be responsible for overseeing the daily operations of cards disputes team.

The primary responsibility would be to liaise with the leaders to ensure that the process runs smoothly and necessary documentation is carried out on processes being transitioned. Also, this resource would engage with the process improvement team to establish service level benchmarks based on predetermined metrics. The core focus areas would be to (but not limited to):

- Ensure smooth functioning of operations across all business units. Serve as the point of contact for all queries / escalations pertaining to the daily operations

- Establish guidelines and protocols for execution of work and interactions with the client

- P&L responsibility

- Develop SLAs and metrics required to measure the performance of the team

- Monitor service levels based on the defined metrics. Maintain accurate reports of production traffic

- Engage with different business unit managers and address critical requirements of both the actuarial and the management team.

- Constantly interact with the stakeholders and ensure expectations are met

- Support the onshore business owner and the team of staff in their business goals and objectives

- Responsible for quality and timely completion of all projects

- Address any operational issues and review service failures on a regular basis

- Drive recruitment and plan reserve staffing to manage queues during peak. Consider the option of cross utilization and training wherever possible.

- Develop strong interpersonal relationships with onshore partners and team members

- Coach and counsel team managers to enhance performance and curb attrition

- Develop an environment that provides motivation and development opportunities for the team

- Empower team members to make informed decisions on key deliverables

- Introduce initiatives for team development and overall process improvement

- Recognize and reward performance and ensure welfare measures are carried

- This role would suit those candidates with the following attributes:

- Ability to operate with a structured approach.

- Deal with shifting priorities and what can be tight timeframes.

- Ability to work with incomplete information and take judgment-driven decisions based on experience.

- While candidates with an actuarial / insurance background would be preferred, we would also encourage candidates from analytics background to apply should they possess the required skills and competencies.

Required Business Skills

- Strong ability to conceptualize and think independently

- Analytical management experience delivering multiple high quality, high-visibility analyses under tight timelines. This includes strong project management skills