Position Title, Responsibility Level: Assistant Manager

Function: Operations

Reports to  - 

Manager/ Sr. Manager – Operations

Permanent/ Temporary: Permanent

Span of Control – 

Nil

Location: 

Gurgaon- C-61

Role – Assistant Manager

• Should have 4+ years’ experience of operation management in fraud and risk investigation and customer service process
• Experience in Managing team of 10+ employees in blended process of voice and back-office operations 
• Build strong team relationship within and across teams 
• Ensuring compliance with regulatory standards.
• Ensuring compliance with company/client policies and guidelines.

Responsibilities

• Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results
• Monitors numerous real-time queues relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity across all products (checking/savings, credit cards, loans and Investment accounts) 
• Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity
• Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
• Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision. 
• Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
• Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity 
• May Interact with other Risk teams on developing fraud prevention strategy and process
• Preparing weekly/monthly dashboard and reporting for Senior Leadership Team.

Performance parameters

• Process performance – as per agreed KPIs 
• Quality and Productivity Improvement 
• Customer Satisfaction 
• Level of Subject Matter Expertise