Team Size: 100+

Reporting To: Unit Head / Account Head

Operational Responsibilities:

- Track and monitor agent performance on a Daily/Weekly/Monthly basis.

- P&L management and Improving Gross Margin.

- Provide timely feedback/training/coaching to maximize performance.

- Monitor agents' quality through file reviews and provide appropriate feedback.

- Conduct team briefings to update the agents with any process/other changes that impact the process.

- Send appropriate communication to the Clients, Manager's, Supervisor, etc. as and when required.

- Front end and manage all Audits seamlessly

- Work with all stakeholders i.e. HR, Admin and others for a smooth functioning of the regular BAU work

- Manage transitions for new businesses

- Work in tandem with the BRM on growth front for the Unit

- Review all Unit inputs to PMO Team

Developmental Responsibilities:

- Identify areas of improvement based on Internal/External quality feedback and provide inputs to the Managers for delivering appropriate training / driving process improvements.

- Identify Quality/Process improvement initiatives to drive efficiencies

- Upskill and cross train resources as per requirements to be future ready

Client-facing Responsibilities:

- Ensure timely escalations of all issues which require client assistance.

- Interact with the Clients on a regular basis to understand their concerns/issues if any

- Provide feedback on process related issues that impact quality

Person Specification

Knowledge/Experience:

US Chargeback and Disputes knowledge end to end is a must, to be able to perform the following functions :

- Should have sound knowledge of handling Master Card and Visa card.

- Should have sound knowledge on the various reason codes.

- Should have sound knowledge of card types and fraud types.

- Should have sound knowledge of card payment life cycle and transition cycle.

- Should be familiar in handling card disputes and have knowledge on handling delinquency, collection and recovery.

- Should have experience in Client interaction with excellent communication skills.

- Should have managed at least a 75 FTE operations team

- Good understanding of business with P&L responsibility

- Sound exposure to Project Management Methodologies, Estimation, and Pre-sales support.

- Liaise with Business Users for Requirement for various project streams across different lines of business

- Responsible for complete adherence to Program Level SOW

- Ability to work effectively in ambiguity, shifting priorities and multiple deadlines

- Manage all internal and external audits as per TCS and client requirements.

Competencies/Skills:

- Good Analytical Skills

- Good Communication Skills and Good client interfacing experience

- Strong understanding of P&L

- Good Planning and Organizing Skills

- Ready to work in shifts

Qualifications:

Essential: Graduates / Post graduates with as minimum of 15 years of experience

Shift: Flexibility to work in US time zones is a must

Work Location: Chennai, Tamil Nadu