Overview of the function: The Fraud Inbound group is responsible for handling internal and external credit card member inquiries to detect and prevent current and/or potential Risk/Fraud losses. The team also handles internal calls from merchants when a referral comes in for authorization due to a fraud strategy or restriction placed on a card member's account.

 

Primary role : The primary Responsibility of this individual would be to manage day to day operations for the function. This would involve managing a team of around 120 to 140 people with 7 to 8 direct reports (Team Managers). It also involves close coordination and working with other enterprise operations sites to ensure business goals and objectives are met.

Job Responsibilities:

Provide overall supervision / leadership to the staff during his/ her shift operating window. Manage Performance on metrics that drive team as well as site performance Develop an environment of continuous focus on quantifiable productivity and quality. Constantly review existing processes and look for opportunities to enhance efficiency Identify business knowledge gaps and ensure everyone has ownership of deliverables. Constant and regular review for direct reports. Set expectations with direct reports, regarding positive motivation and leading through accountability. Work towards improving department competency /performance ratings Develop and lead a team that is responsive to dynamic organizational and operational changes. Foster and champion High Performance Culture where people are empowered to make decisions that affect their work/environment. Skilled in MS office, with a strong orientation towards data analysis and management Excellent communication skills Ability to multitask Manage team performance, leading by example and coaching on key behaviors to Motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards

Required Qualifications, Skills and Capabilities:

Have working Knowledge of Operations Management Strong Interpersonal skills to be able to communicate internally & externally and at all levels Strong Drive for Results Strong Customer Focus Excellent written & oral communication skills in English Proven leadership and people management skills Proven ability to build strong business relationships within the site and across the business A proactive approach to problem solving, taking ownership of issues and having the determination to follow through & escalate issues as appropriate Ability to use creative problem solving techniques to solve business issues Candidate should be flexible with shift/work-off change as per business requirement