Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of [Assistant Manager, Operations – Retail Banking (Financial Crime)]
In this role, you will be working as a Dispute Chargeback Manager, will be leading a large team of 100 employees for an Australia based leading banking institute dealing in Disputes and Chargeback Operations (Australia / New Zealand’s region, prior exposure would be added advantage), Disputes Operations Team Lead own productivity, quality, and capacity of the fraud and dispute operations team they lead. The Team Leader will have a strong focus on the quality of delivery, a passion for employee development and a keen interest in process improvement other responsibilities include interviewing, training, performance management, and employee engagement.
Responsibilities
Leading teams in dispute chargeback back office operations
To mentor guide existing team members on the process
To transition disputes fraud management related work streamline from operations perspective.
To be a subject matter expert with specific emphasis monitoring, and timely delivery of SLAs on a daily, weekly and monthly basis
Monitor work baskets impacting Regulatory scores and ensure its timely completion
Developing operational plans including capacity, occupancy, shrinkage plans
Setting up a framework for performance management
Working with cross functional teams on operational initiatives
Provide leadership and assistance to team members by answering questions, providing feedback and guidance on any related queries
Managing a team of Investigation specialists who investigate transactions on accounts of client’s customers and take appropriate actions based on processes, tools, and judgment.
Actively manage investigator capacity and the triggers for creating investigations to balance investigation supply and demand.
Provide focused feedback loops for investigators based on crisp performance and quality data.
Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities.
Keep abreast of trends and fraud issues impacting the banking industry. Ensure that client is leading the curve in identifying and preventing new fraud/transaction patterns
Responsible for achieving and exceeding the team’s defined metrics through sustainable change or process improvement.
Share ideas with Management that positively influence the vision for the client by using their exposure to the team's technical or business areas, their understanding of industry trends, and fraud issues impacting the banking industry.
Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements training programs as appropriate.
Good knowledge about next generation AI Tool e.g. Open AI/Gen AI
Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics
Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same.
Out of box thinking : Use initiative and demonstrate creativity in solving problems for Genpact customers
Qualifications we seek in you
Minimum Qualifications / Skills
Any Graduate/Post Graduate with tanured experience in Banking industry in similar domain
Experience in managing multiple large back office fraud dispute operations teams
Knowledge of Banking Industry Regulatory Environment including Regulations E, Z, CFPB, FACTA and FCRA
To be abreast of latest changes in the regulatory landscape and recommend ways to enhance current processes and controls to keep up with the shift in paradigm through thought leadership
Ability to identify trends in disputes, frauds and ability to convert it into operational plans
Good storytelling skills. Must be very fluent in English, strong written, oral communication skills and able to manage user / vendor / customer.
Client connects and ability to nurture long term relationships
Operational excellence expertise in the form of black belts/ green belts or equivalent work experience
Excellent people management skills
Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, etc.
Deep domain knowledge in fraud and disputes operations space
High energy, with passion for process proficiency and a drive to be a relentless advocate for the customer experience.
Analytical bent of mind with attention to detail
Excellent communication skills – verbal and written
Deep knowledge and understanding of industry trends across multiple products and ability to effectively share the knowledge with team members
Ability to drive strong focus on delivery on SLAs and quality control
Client connects and ability to nurture long term relationships
Preferred Qualifications/ Skills
Prior experience as a Team Leader in Dispute/Fraud/Claim Investigation domain
Bachelor’s Degree Exceptional operational, managerial, analytical, and interpersonal skills.
Demonstrable operations experience that includes people management experience as well as experienced in the Fraud and Disputes or Financial risk management domain.
Experience in conducting one-on-one coaching and feedback sessions, team member grooming, interaction with the client on regular basis, etc.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.