Senior Manager/Assistant General Manager - Banking Operations

Job Title: Senior Manager/Assistant General Manager - Banking Operations (Cards/ATM Disputes and Chargeback)

Band Requirement:

Location:Chennai/Hyderabad

Qualifications:

Minimum Bachelors degree, preferably in Commerce, Business, Finance, or Accounting-related fields.

Job Summary:

- The Senior Manager/AGM will oversee and lead end-to-end operational processes related to Customer Cards/ATM Disputes. The role requires ensuring excellence in service delivery, compliance, and achieving organizational targets. The candidate will manage team performance, drive quality improvements, and handle stakeholder relationships, aligning with client-defined SLAs.

Key Responsibilities:

- Manage Customer Cards/ATM disputes processing, including Fraud and Non-Fraud disputes.

- Process refunds and oversee Write-Offs, Provisions, and reporting tasks.

- Review and implement updates to ongoing dispute rules and ensure compliance changes are effectively adopted.

- Conduct MIS reporting and analysis, including creating Daily/Weekly/Monthly reports.

- Ensure Quality Verification across processes and maintain high standards.

- Lead UAT (User Acceptance Testing) support and coordinate IT issue reporting and tracking.

- Manage team trainings and ensure the team meets targets, KPIs, and client-defined SLAs.

- Identify gaps, drive process improvements, and lead other assignments as directed by the management team.

Competencies/Skill Set Requirements:

- Proficient communication skills (both written & verbal).

- Strong analytical thinking and client communication abilities.

- Proven people management skills with a focus on building high-performance teams.

- Strong knowledge of MS Office tools for MIS reporting and analysis.

- Ability to meet stringent deliverables with effective presentation skills.

- Comprehensive knowledge of Banking Operations and dispute management.

Preferred Personal Attributes:

- Interpersonal effectiveness and strong relationship-building skills.

- Result-oriented and customer-focused approach.

- Proactive analytical mindset with the ability to innovate.

- Self-motivated with the capacity to inspire and guide the team.

Knowledge/Experience Requirements:

- Minimum10 years of experience in the Banking and Financial domain.

- Experience in handling minimum 100+FTE

- Strong preference for candidates with Cards Disputes processing experience and expertise in ATM Operations (Claims, Reconciliation).

Shift of Operations:

- Flexible to shifts as per business requirements