Group Operations Manager Chennai, India **To proceed with your application, you must be at least 18 years of age.** Acknowledge Refer a friend **To proceed with your application, you must be at least 18 years of age.** Acknowledge (https://ghr.wd1.myworkdayjobs.com/lateral-ba\_continuum/job/Chennai-Tamil-Nadu/Group-Operations-Manager\_25020840-4) **Job Description:** **About Us** At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! **Global Business Services** Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations. Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation. In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services. **Process Overview:** The Client Protection (CP)operations team is responsible for preventing & detecting (Fraud Detection Operations) as well as for the research and timely resolution of clients' claims and billing dispute transactions (Claims Operations). The team services multiple products – checks & deposits, credit, debit and commercial cards, digital transactions and deposit accounts – and is also responsible for process support activities like account closure, ledger balancing and balancing internal/external system feeds to fund requirements for card and digital transactions. The CP team in GBS is spread across Hyderabad, Mumbai, GIFT City, Chennai and Gurugram. **Job Description:** This position is responsible for leading a section of the Claims Operations team at GBS. The team works on resolving billing disputes and fraud claims across different product lines – debit & credit cards, ACH, check & digital. The role involves leading teams across multiple locations, shifts and work-types. **Responsibilities:** The candidate will be responsible for a broad range of activities including: + Ensuring overall operational delivery to meet the business goals. + Managing and improving the work: full understanding of the work processes, continuous focus on process improvement through simplification, innovation, and use of emerging technology tools. Drive Operational Excellence; develop and execute strategies to constantly improving the work done. + Partner with LoB executives to influence and set the strategic direction for Claims Ops as a whole and the GBS team in particular. + Effective communication: deliver transparent, concise, and consistent messaging while influencing, driving and leading change across teams. + Collaborates, influences, and negotiates vertically and horizontally with a wide variety of partners & stakeholders. + Develop a high performing team that is driven to lead and outperform. + People management – build and promote inclusive and engaging work environment as well as develop and retain talent within the firm. + Responsible for budget/expense management, reporting and forecasting for the work unit. **Requirements:** **Education:** Graduate **Certifications if any:** NA **Experience Range:** 18 - 22 years. + **Foundational skills:** + Experience in leading large teams in consumer fraud and/or claims operations. + Strong written and oral communication skills with ability to communicate clearly, effectively and work well with people at all levels. + Proven managerial, team & people management skills. + Continuous improvement mindset with ability to deliver results through operation excellence. + Attention to detail and analytical ability. + Strong work ethic in fast paced environments; flexible, adaptable & multi-tasker + Demonstrated Risk and Control mindset. + Proven stakeholder relationship management and influencing skills. + Ability to coach and mentor the next level of leaders **Work Timings:** 12pm – 9pm IST **Job Location:** Chennai Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.