Avp - Retail Disputes Operations - Pune, India - Citi
Description
JD Summary:
- The Ops Sup Manager (c12) is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations
- Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
Responsibilities:
Lead the Operations Support department through delegation of tasks and responsibilities for multiple teams
Conduct performance evaluations, compensations, hiring, disciplinary actions, and terminations of team members as well as determining staffing needs
Monitor team's end results, ensuring quality and efficiency and contributes to resource planning, budget management and formulation of procedures
Contribute to development of new techniques, models, and plans within area of expertise
Facilitate alignment of the Operations Support infrastructure through focused technologies and processes
Ensure compliance with government regulations as they pertain to retail accounts serviced through the evaluation and implementation of appropriate control and testing measures
Provide evaluative judgement based on analysis of information and in-depth knowledge of policies and procedures in complicated and unique situations
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and /or other team members.
Consistently reach business-defined performance indicators with urgency and commitment
Conduct regular process reviews to identify improvements
Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
Serve as a role model in a culture of accountability, integrity and respect
Promote an environment of open communication
Participate in recruitment for the department and ensure retention of quality employees
Management Skills:
Takes immediate and independent action to resolve issues or problems when they arise
Ability to make sound decisions that reflect good judgment
Exceptional performance management abilities
Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment
Demonstrated success driving organizational change with a track record of process improvement
Ability to plan for projects and initiatives by identifying risks and assumptions
Exceptional influencing skills that inspire action without full reliance on authority
Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning and financials
Ability to probe beyond symptoms to determine the underlying causes of problems
Identify hiring needs to ensure adequate staffing
Serve as a backup for manager, as needed
Qualifications/ Experience & Other Skill Set:
- 8-12 years of maximum experience, preferably from Banking or customer service/Backend Operations of any industry type
Experience in Disputes/ Chargeback/Card -Account Maintenance experience is a plus
Competence in Risk & Control, ability to identify and mitigate emerging risks
Familiarity and understanding of financial industry preferred
Excellent communication skills (written, verbal and interpersonal).
Extremely organized. Strong multitasking and time-management skills.
A demonstrated passion for learning and developing employees at all levels.
Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
Must possess good analytical skills
Dependable with proficient attention to detail
Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
Must possess procedure driven judgment in order to find the best solution to an issue
Must be goal oriented
Preferred personal attributes:
Highly motivated & self-driven
Result orientated
Customer orientated
Analytical thinking
Shift of operations:
- Shift timings:
Should be comfortable working any 5 days a week.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Shift Operations :
US Day/India Nights. 24/7 rotational shifts
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Job Family Group:
Operations - Core
-
Job Family:
Operations Support
-
Time Type:
Full time
- Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
EEO is the Law" pos
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