Barclays
Location
Pune | India
Job description
Job Title: VP- Fraud Ops
Location: Pune
About Barclays
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Risk and Control Objective
Take ownership for managing risk and strengthening controls in relation to the work you do.
Working Flexibly
We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers' and clients' needs. Whether you have family commitments or you're a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs
Hybrid Working
Structured hybrid role:
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, 'anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
Introduction:
As a manager of Billing Disputes, a colleague would be responsible for the daily operations, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements in a call centre environment.
What will you be doing
This role will be hands On 'In Person Presence in US Timings of Approx. 6 PM to 4 AM IST
. This is a largely work in office ( Pune Office ) 'Leadership of the team & Real Time availability of the AVP for US Stake-holder interactions in US Timings'. This is not a Remote Work from Home Assignment as it requires in Person Provision of Leadership in the Pune Office for the US Operations.
. The operations will have weekends working
. Hybrid working after 6 months of acceptable performance
. Manage daily staffing and workflow for Dispute Operations and ensure adherence to department quantity and quality standards.
. Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
. Meet regularly with individual team members coach them to meet and exceed their metrics.
. Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
. Provide performance analysis to implement action plan strategies to improve overall performance
. Be a resource for policy, procedure, and human resources questions/issues.
. Decisions are generally strategic in nature.
. Problems encountered are difficult in nature and complexity.
. Day to day decisions generally made without supervision or review.
. Responsible for broad scope of decision-making.
. Authority for decision making with system changes and projects across the division and in conjunction with other business units.
. Will communicate high-level results of decisions to management.
. Makes hiring and staff decisions.
. Works in partnership with site leadership to ensure Fraud Operations team engagement and compliance with any site standards or objectives.
What we're looking for:
. 5+ years leadership experience
. Bachelor's Degree or Equivalent Work Experience
. Service Level, queue and staffing management
. Leadership or supervisory experience in a call centre environment
. Banking, Credit Card, Disputes, Fraud and Financial Services
Skills that will help you in the role:
Proven AVP/VP experience in QA/Operations
. Proven Credit Card operations experience
. Demonstrated success at developing and managing an effective organization that meets service standards and financial targets, retains and develops employees, and satisfies customers
. Understanding of Association requirements pertaining to charge-back rights
. Previous Fraud/Merchant Dispute Operations experience
. Attention to detail, understands importance of accuracy and responsiveness
. Knowledge of credit card regulations
. Attention to detail, understands importance of accuracy and responsiveness
. Strong analytical and problem solving skills
. Strong communication skills, both verbal and written
. Results driven with a commitment to continuous process improvement and quality
. Ability to multi-task and work under pressure
. Proficient in Microsoft applications
. Superior interpersonal and leadership skills proven ability to develop and motivate employees to meet and exceed performance standards
. Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
. Enthusiastic, customer solution focused
Where will you be working
Pune
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.
Job tags
Salary
