Description
We are seeking an Assistant Vice President – Fraud Ops to spearhead the evolution of our Fraud Operations for protecting a customer's identity and protecting the bank from fraudulent activity on accounts.
Purpose of the role To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators.
Key Accountabilities:
- Manage daily staffing and workflow for Operations and ensure adherence to department quantity and quality standards.
- Proactively identify service delivery failures and escalate issue/impact to appropriate business owners.
- Meet regularly with managers and individual team members; coach them to meet and exceed their metrics.
- Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
- Provide performance analysis to implement action plan strategies to improve overall performance.
- Be a resource for policy, procedure, and human resources questions/issues.
- Works in partnership with site leadership to ensure Fraud Operations team engagement and compliance with any site standards or objectives.
Requirements:
- Proven Credit Card / Debit card operations experience.
- Previous Fraud/Merchant Dispute Operations experience, preferred.
- Knowledge of credit card / Debit card regulations in US.
- Understanding of Fraud ops domain more specific to Chargeback process.
- Strong understanding of Risk and Control in a banking environment.
- People leadership experience of proven years with a highest span of 70+ HC for at least 2 yrs and above.
Highly valued skills:
- Attention to detail, understands importance of accuracy and responsiveness.
- Strong analytical and problem solving skills.
- Strong communication skills, both verbal and written.
- Results driven with a commitment to continuous process improvement and quality.
- Ability to multi-task and work under pressure.
- Proficient in Microsoft applications.
- Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.
- Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
- Enthusiastic, customer solution focused.