Job Title : Delivery Manager - Banking Operations (Disputes)

Experience : 8+ Years

Location : Chennai

Work Mode : 5 Days Work From Office

Shift : General Shift

Role Overview :

We are looking for an experienced and results-driven Delivery Manager to lead end-to-end banking operations delivery, with a strong focus on disputes processing across fraud and non-fraud cases. The ideal candidate should possess deep expertise in the banking and financial services domain, strong stakeholder management capabilities, and proven experience in driving operational excellence, process transformation, and team performance.

The role requires managing large-scale operations, ensuring SLA adherence, improving productivity, and driving continuous improvement initiatives while maintaining high standards of compliance and customer satisfaction.

Key Responsibilities :

- Manage end-to-end delivery of banking operations with a focus on disputes processing (Fraud and Non-Fraud)

- Ensure service delivery aligns with client expectations, business goals, and operational KPIs

- Drive process excellence, quality improvement, and operational efficiency across delivery functions

- Lead and manage high-performing teams to ensure productivity and engagement

- Monitor operational metrics including SLA, TAT, quality, productivity, and customer satisfaction

- Collaborate with cross-functional teams to resolve operational bottlenecks and improve workflow efficiency

- Drive transformation initiatives and process optimization programs to improve delivery outcomes

- Ensure compliance with regulatory requirements, banking standards, and internal policies

- Build strong relationships with internal and external stakeholders

- Support business growth through identification of new opportunities and process enhancements

- Prepare and present operational reviews, business updates, and strategic presentations for leadership

- Drive governance through regular reviews, reporting, and escalation management

Key Result Areas (KRAs) :

- Delivery excellence and SLA adherence

- Operational efficiency and process optimization

- Quality and compliance management

- Productivity improvement and cost optimization

- Stakeholder and client satisfaction

- Team leadership and people management

- Risk mitigation and issue resolution

- Continuous improvement and transformation delivery

- Governance and performance reporting

- Business growth support and opportunity identification

Required Skillsets :

- Strong experience in Banking and Financial Services operations

- Hands-on expertise in disputes processing (Fraud and Non-Fraud)

- Strong knowledge of banking compliance and regulatory frameworks

- Excellent delivery and operations management skills

- Experience in managing medium to large delivery teams

- Strong stakeholder management and client engagement skills

- Expertise in process improvement methodologies

- Good understanding of operational risk and control management

- Strong analytical and problem-solving skills

- Excellent communication and presentation skills

- Ability to manage escalations and critical incidents effectively

- Strong decision-making and leadership capabilities

Preferred Skills :

- Experience in US Banking operations

- Knowledge of Financial Crime Compliance

- Exposure to transformation and transition projects

- Green Belt / Six Sigma Certification

- Black Belt Certification (Preferred)

- Experience in blended operations (Contact Center + Back Office)

- Experience in handling RFPs and business proposals

Educational Qualification :

- Graduate / Postgraduate in any discipline

- MBA or relevant management qualification preferred

- Certifications in Lean, Six Sigma, or Operations Management are an added advantage