Delivery Operations Senior Analyst

Accenture in India; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture in India seeks a Delivery Operations Senior Analyst to resolve customer disputes in a banking context and ensure regulatory compliance. You will lead a team handling chargebacks and disputes, coordinate with stakeholders, and drive process improvements across multiple locations while maintaining high service quality.

The role requires strong communication, negotiation, and leadership capabilities, with experience in banking products and end-to-end dispute resolution processes.

Qualifications

• 5 to 8 years of experience in delivery operations or similar role.
• Experience in chargebacks or disputes preferred.
• Knowledge of debit and credit cards and related banking products.
• Strong understanding of reconciliations and indexing.
• Knowledge of regulatory requirements related to disputes.

Responsibilities

• Manage noise-free and flaw-free service delivery and ensure SLA adherence.
• Oversee day-to-day team workload and seamless delivery.
• Regularly connect with internal and external stakeholders and report performance metrics.
• Handle people management: hiring, training, engagement, rewards & promotions.
• Improve client service for internal and external clients.
• Maintain SOPs, RCA, and governance documentation.
• Support implementation of technologies and process improvements.
• Plan contingency and ensure resiliency.
• Drive team engagement and activities.

Skills

Dispute handling

Banking domain knowledge

Communication skills

Negotiation skills

Team management

Regulatory compliance

MIS reporting

Relationship building

Operations management

Cross-location coordination

Education

Graduation

Job description

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?

• 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