Assistant Manager

This role ensures the team operates effectively, meeting the defined targets, managing team performance, and upholds risk & compliance guidelines. Maintain alignment with client/organizational objectives.

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• Key Responsibilities

• Assign tasks, manage workloads, and ensure SLAs are met.

• Daily huddles, coaching, One on One, performance feedback.

• New hire onboarding & cross skilling.

• Audit readiness & control adherence.

• Defect RCA and corrective actions.

• Identify opportunities for process improvement and efficiency.

• Ensue compliance with company policies, procedures, and quality standards.

• Knowledge & Skills preferred for the role

• Knowledge of Disputes handling.

• Knowledge of reason codes, Card brands, network rules and guidelines.

• Familiarity with dispute claims value chain.

• Experience in dispute chargeback phase and process.

• Experience in merchant interactions.

• People Management

• Set clear performance expectations and monitor progress.

• Identify training needs and support career development and succession planning.

• Address performance issues, disciplinary matters, and grievances in line with company policies.

• Regular one on one for performance review.

• Building effective teams and developing direct reports.

• Business Performance

• Maintaining client Service Level Agreement Standards (SLA’s) & client satisfaction

• Drive automation and continuous improvement within the process.

• Identifies cost saving opportunities.

• Structured and periodic performance management.

• Support and engage with other ad-hoc projects and Organization Development tasks, as required.

• Client Management

• Ensure proactive client feedback while aligning priorities to Client SLA deliveries.

• Actively engaged with Client Relations team for support and expectation management.

• High priority escalation handling and close loop management.

Educational/Professional Qualifications:

• Bachelor’s degree in finance, Business Administration, or related field (or equivalent experience).
• Minimum 2 years of work experience as Team Lead in client operations, financial services, or similar roles.
• Strong analytical and problem-solving skills.
• Proficiency in MS Excel and other data analysis tools.
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team in a high-volume environment.

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Competencies that will be Assessed:

• Leadership & People Management.
• Strategic & Business Acumen.
• Interpersonal & Communication Skills.

Education: Graduate

Preferred skills: India Banking->Consumer Banking, Mortgage, Lending Operations, Commercial Banking