01Overview
Job Title: VP- Fraud OpsLocation: PuneAbout BarclaysBarclays 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 ObjectiveTake ownership for managing risk and strengthening controls in relation to the work you do.Working FlexiblyWere 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 youre 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 needsHybrid 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 were looking for: 5 years leadership experience Bachelors 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 .
