Job Description
Job description
Job Title: Fraud Chargeback Manager
Location: Pune
About Barclays
Barclays 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 Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Working Flexibly
We're 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 you're 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 needs
Hybrid Working
BUK & BX – All locations
We're 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 you're 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 needs
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?
• Manage daily staffing and workflow and ensure adherence to department quantity and quality standards
• Proactively identify service delivery failures and escalate issue or 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 defined goals
• Provide performance analysis to implement action plan strategies to improve overall performance
• Be a resource for policy, procedure, and human resources related questions
• Decisions specific to function are generally made without seeking approval from senior leaders
• Extensive interaction with direct reports through coaching and mentoring
• Drives success of the functional area
What we're looking for:
• Experience within card fraud or related field
• Knowledge of Association charge-back rules
• Understanding of how to operate in control and escalate any breach identified
• Motivated to drive results in partnership with direct team while supporting overall business objectives in a call centre environment.
Skills that will help you in the role:
• 2+ years leadership experience
• Bachelor's 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
• Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards
• Excellent written and verbal communications skills
• Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
• Strong analytical and problem-solving skills
• Enthusiastic, customer solution focused
• Ability to multi-task and work under pressure
• Ability to work independently under minimal supervision
Where will you be working?
Pune
Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. 'Be More @ Barclays' represents our core promise to all current and future employees. It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity
We operate with honesty, transparency, and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise, and resources to make a positive difference.
Stewardship
We prize sustainability and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done
Job Title: Fraud Chargeback Manager
Location: Pune
About Barclays
Barclays 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 Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Working Flexibly
We're 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 you're 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 needs
Hybrid Working
BUK & BX – All locations
We're 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 you're 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 needs
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?
• Manage daily staffing and workflow and ensure adherence to department quantity and quality standards
• Proactively identify service delivery failures and escalate issue or 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 defined goals
• Provide performance analysis to implement action plan strategies to improve overall performance
• Be a resource for policy, procedure, and human resources related questions
• Decisions specific to function are generally made without seeking approval from senior leaders
• Extensive interaction with direct reports through coaching and mentoring
• Drives success of the functional area
What we're looking for:
• Experience within card fraud or related field
• Knowledge of Association charge-back rules
• Understanding of how to operate in control and escalate any breach identified
• Motivated to drive results in partnership with direct team while supporting overall business objectives in a call centre environment.
Skills that will help you in the role:
• 2+ years leadership experience
• Bachelor's 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
• Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards
• Excellent written and verbal communications skills
• Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
• Strong analytical and problem-solving skills
• Enthusiastic, customer solution focused
• Ability to multi-task and work under pressure
• Ability to work independently under minimal supervision
Where will you be working?
Pune
Be More at Barclays
At Barclays, each day is about being more – as a professional, and as a person. 'Be More @ Barclays' represents our core promise to all current and future employees. It's the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.
Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.
Purpose, Values and Mindset
We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.
Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.
Respect
We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone's contribution.
Integrity
We operate with honesty, transparency, and fairness in all we do.
Service
We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.
Excellence
We champion innovation, and use our energy, expertise, and resources to make a positive difference.
Stewardship
We prize sustainability and are passionate about leaving things better than we found them.
Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.
Empower
Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure.
Challenge
Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.
Drive
Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done
💡 Quick Summary
Seeking a career-building opportunity? The Fraud Chargeback Manager position is now open for candidates interested in the Bank Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
