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 advantages 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 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

📌 Manager (Chennai)
🏢 Bank Of America
📍 Chennai