Delivery Operations Senior Analyst

• Skill required: Banking Services - Retail Banking Card Operations
• Designation: Delivery Operations Senior Analyst
• Qualifications: Any Graduation
• Years of Experience: 5 to 8 years
• About Accenture
• Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
• What would you do? Investigating and resolving customer disputes and ensuring compliance with relevant regulations and industry standards, and providing exceptional customer service
• Banking services refer to the various financial services provided by banks to their customers. It includes account opening, kyc, managing accounts, processing transactions, offering loans and credit cards and mortgages, providing investment products, insurance servies and facilitating payments. Banks aim to help individuals and businesses manage their finances efficiently and securely.
• Review the dispute claim to determine the authenticity of the card chargeback claim and honor the request as per regulation E.
• What are we looking for? Functional Expertise:
• ? Minimum 10 -12 years of experience in Chargebacks or Disputes handling.
• ? Chargebacks or Disputes handling process experience with Chargebacks or Disputes knowledge. Knowledge of banking products like Debit and Credit cards.
• ? Good knowledge on reconciliations and indexing
• ? Strong knowledge on representments and Pre-Arbitration processing
• ? End to End knowledge on Credit Bureau Disputes
• ? Ability to perform quality analysis and perform RCA
• ? Building and maintaining client relationship
• ? People management skills
• ? Operations Management
• ? Managing team across multiple locations
• ? MIS and Reporting
• ? Strong communication and negotiation skills
• Roles and Responsibilities: • Managing Noise less & flaw less Service delivery operations and ensure adherence to all SLA metrics
• •Day-to-day management of the team i.e. managing the workload and ensuring seamless delivery
• •Regular connect with internal & external stakeholders and apprise them of performance metrics
• •All people management responsibilities such as hiring, training, engagement, rewards & promotions and performance feedback. Ensuring we attract, retain & develop high caliber individuals
• •Improving upon client service to our internal and external clients
• •Ensuring all legal and governance documentation such as Standard Operation Procedure, Root Cause Analysis, etc are maintained
• •Maintenance of all legal and governance documentations such as production, efficiency and SLA details
• •Contribute in implementation of technologies and process improvements tools
• •Planning for contingency and ensuring strong resiliency
• •Drive people engagement and fun activities within the team

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.