- This role ensures the team operates effectively meeting the defined targets managing team performance and upholds risk compliance guidelines
- Maintain alignment with client organizational objectives
- Key Responsibilities
- Assign tasks manage workloads and ensure SLAs are met
- Daily huddles coaching One on One performance feedback
- New hire onboarding cross skilling
- Audit readiness control adherence
- Defect RCA and corrective actions
- Identify opportunities for process improvement and efficiency
- Ensue compliance with company policies procedures and quality standards
- Knowledge Skills preferred for the role
- Knowledge of Disputes handling
- Knowledge of reason codes Card brands network rules and guidelines
- Familiarity with dispute claims value chain
- Experience in dispute chargeback phase and process
- Experience in merchant interactions
- People Management
- Set clear performance expectations and monitor progress
- Identify training needs and support career development and succession planning
- Address performance issues disciplinary matters and grievances in line with company policies
- Regular one on one for performance review
- Building effective teams and developing direct reports
- Business Performance
- Maintaining client Service Level Agreement Standards SLA s client satisfaction
- Drive automation and continuous improvement within the process
- Identifies cost saving opportunities
- Structured and periodic performance management
- Support and engage with other ad hoc projects and Organization Development tasks as required
- Client Management
- Ensure proactive client feedback while aligning priorities to Client SLA deliveries
- Actively engaged with Client Relations team for support and expectation management
- High priority escalation handling and close loop management
- Educational Professional Qualifications
- Bachelor s degree in finance Business Administration or related field or equivalent experience
- Minimum 2 years of work experience as Team Lead in client operations financial services or similar roles
- Strong analytical and problem solving skills
- Proficiency in MS Excel and other data analysis tools
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team in a high volume workplace
- Competencies that will be Assessed
- Leadership People Management
- Strategic Business Acumen
- Interpersonal Communication Skills