Wealth Management-Digital Operations-Back Office Fulfilment-Analyst-Hyderabad
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Job Description
Structured overview of role & requirementsAbout This Role
Lead and supervise daily operations of a team of 15-18 representatives in US Deposits Back Office functions with a focus on fraud detection and investigation.
Monitor team performance, enforce policies, conduct audits, and provide coaching to ensure achievement of business objectives and SLAs.
Drive process improvements, resource optimization, and provide escalation support for customer issues and complaints.
Minimum Requirements
Bachelor's degree required.
Minimum 2 years customer service experience.
Minimum 2 years supervisory experience for external candidates.
Experience with Microsoft Office products (Word, Excel, PowerPoint).
Ideal Candidate Profile
Experienced in risk operations with a focus on fraud detection and investigation.
Strong understanding of customer service KPIs (AHT, QA, Adherence, SLAs) and process improvements.
Prior leadership experience in retail banking or insurance environment with project management exposure preferred.