Operations Supervisor I

Operations Supervisor I

FIS Global Business Solutions India Private Limited
Not Specified
Not Specified

Job Description

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor's Degree
Travel Percentage : 0%
Supervises and coaches staff to ensure all duties are performed and completed in an accurate and timely manner.
Assists staff with inquiries from external clients and other FIS departments. Resolves escalated issues for team.
Compiles and analyzes dispute data to monitor department statistics and provide reports to management.
Maintains extensive knowledge of Visa and MasterCard rules, federal regulations and internal systems.
Ensures deadlines are met and reallocates workloads as appropriate.
Works with manager to establish service and quality standards and ensures these are met.
May assist manager with budgeting and financial forecasting for department.
Coaches team on setting goals, and conducts employee performance reviews.
Works with management to make personnel changes.
Addresses disciplinary issues with staff and escalates to management as needed.
Approves timecards, overtime and time off requests.
Monitors and implements procedural and system changes affecting the department.
Trains new and experienced staff on procedures and systems.
Assists with sales to new clients.
Other related duties assigned as needed.
High school diploma or GED
Considerable knowledge of the credit card operations environment
Considerable knowledge of dispute resolution processing procedures
Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations
Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing
Knowledge of MS Office software, such as Word, Excel and Access database
Knowledge of Visa/MasterCard interchange qualification processing and pricing structure
Excellent customer service skills that build high levels of customer satisfaction
Excellent verbal and written communication skills
Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, decision-making, conflict resolution and negotiation skills
Ability to manage multiple tasks
Ability to maintain confidentiality
Supervisory/developing management role. Works under general direction of chargeback management. Typically supervises a team of ten to twenty Chargeback Associates and Chargeback Support Associates. Typically requires a minimum of four years credit, debit and/or fraud dispute resolution experience. Typically requires two or more years supervisory or team leadership experience.
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Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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