Fraud Supervisor - DCFP Inbound
Overview of the function: The Fraud Inbound group is responsible for handling internal and external debit 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
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