Sr Team Leader
SLK GLOBAL BPO
Managing team of 36 reps who process Credit/Debit card disputes which includes First charge back for Master card & Visa, Retrievals, Re presentment, Fraud Desk and other Off Queue functions, the function is in compliance to Federal law along with Master Card and Visa regulatory. The process is for one of the leading banks in USA.
Experience of team handling experience with Card disputes and charge back Processing Knowledge of Visa/MasterCard/Discover/JCB regulations for dispute resolution Functional knowledge of US state and federal agency credit card guidelines and regulation would be responsible for compliance and arbitration.
Verify the documents maintained by each line of business with in the process and check its compliance with the quality, accuracy, formatting standards. Perform compliance audit and help the process meets its quality standards and performance goals.
Identified risk areas, & ensured that the proper training activities are done addressing appropriate areas. Coordinate with the top management in determining the quality standards and work ethics.
Make recommendations on improving the process work efficiency and minimizing the wastage.
Responsible for providing employees timely, candid and constructive performance feedback developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth developing the appropriate talent pool to ensure adequate bench strength and succession planning recognizing and rewarding employees for accomplishments.
Daily rosters, capacity planning, leave tracking, conducting training, attending client calls daily/weekly/monthly.
Provide direction and support to employees regarding rules and regulations, monetary postings, transaction research, and other exception processing related issues.
Responsible for RCA's for the processing errors and provide safeguard against them so they do not occur again.
Implementing Operations control to minimize operations loss.
Prepare and implement cross training schedules to deal with spike in volumes. Responsible for One on One with all agents to provide them feedback on their performance, provide timeline and monitor for improvement and career growth.