Manager Chargeback

Job Description

Position Responsibilities : CORRO and Digital Channels Manage the team efficiently, conduct performance reviews timely and create effective second line back up and ensure process dependency and automated processes in place. Ensure maintenance of TAT of resolution across all the email and Digital channels Effectively manage the Chargeback Mailbox and Digital Channel Inflow by timely managing volumes as per defined timelines and accuracy scores. Highlight any process gaps , provide process Improvements suggestions and implement the same which shall lead to Cost reduction/ Call reduction/ Enhanced customer Experience/ Increase in productivity/ Reduction of AHT/ Complaint reduction/ simplify operation for Agents. Undertake projects to deliver higher productivity , Volume reduction and Enhanced Customer experience Data interpretation & analysis of repeat issues and complaints - to devise possible solutions to reduce repeats and manage inventory effectively. Monthly Workouts on trends and recommend areas for further improvements Keeps self and team updated with the new rules/ guidelines launched by VISA/ MC from time to time pertaining to dispute management to ensure adherence to domestic/ international dispute management guidelines for Issuers Monitoring VIC & reviewing processes to enhance productivity/ save man - hours and eliminate NVAs. Work with internal stakeholders and other departments to address and resolve customer complaints and escalations Track errors in manual execution and share feedback with the team members. Ensure Timely curing of errors cited by various teams.Control attrition with in team Deal with day - to - day service escalations and fix processes to ensure quality of responses to customers improve Monitor resolution percentage Manage all aspects including training, coaching requirements, R & R and remedial actions as and when required Analysis of daily reports and implementation of action plan to improve the team performance and ensure No TAT miss Identify problem areas, improvements & take them to closure. Dealing with escalation and assisting senior management on customer issues addressed to external and internal forums. Position Responsibilities : RPA Ensuring currently deployed projects / BOTs are running efficieltly without impacting the overall process SLAs. Working closely with the various internal stakeholder / partners for smooth functioning of RPA processes. Identification and articulation of possible automatio opportinities within the team. To suggest cost effective measures and inputs in the success of the projects Ensuring bi annual Compliance & network testings are carried out timely & successfully. To keep self and the team updated about changes to network and other rules that govenrn the process so that there is no impact to business. Measures of Success(Define the Outcomes expected of the role) Weightage 40%: All the process SLA are met 100% Weightage 20% Drive new technology deployment & automation projects within timelines Weightage 20% People 1.Ensure connect with the team through regular communication, monthly reviews and engagement 2. Tracking of employees issues & resolve 3. Sharing online feedback with the team & coaching them as well. 4. Conduct Internal audits & ensure error free resolution 5. Demonstrates supervisory skills and ability to motivate team members in a fast - pace environment 6.Managing off roll employees and ensuring their productivity Weightage 20% Timely and effective reporting of process metrics and dashboards Skills Sets Required Proficiency and expertise in MS Office Word, Excel, PowerPoint Good analytical and problem - solving skills. Understanding of Automation and digital customer channels. Excellent, professional phone and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes. Self - starter with ability to work independently with minimal supervision. Excellent organizational, follow - up, analytical and problem solving skills. Must have Qualification Graduate / Post Graduate from a reputed university Work experience of 6 - 8 years in financial services industry. Good Knowledge of Credit cards Total Experience 6 - 8 Years Relevant Experience in a field (Pl specify field and years) Minimum 3 years in CS Preferred Industry(If any) Experience can be in a domestic or international voice/non voice process for a financial or telecom product .Experience in credit card industry would be an added advantage. ,

Keyskills :
ms office wordms office voice processdaily reports internal auditcost reduction cost effectiveproblem solving