Fraud Manager

In this role, you will be working as a Dispute & Chargeback Manager, will be leading a large team of 100+ employees for an Australia based leading banking institute dealing in Disputes and Chargeback Operations (Australia / New Zealand’s region, prior exposure would be added advantage), Disputes Operations Team Lead own productivity, quality, and capacity of the fraud and dispute operations team they lead. The Team Leader will have a strong focus on the quality of delivery, a passion for employee development and a keen interest in process improvement other responsibilities include interviewing, training, performance management, and employee engagement.

Responsibilities

• Leading teams in dispute & chargeback operations
• To mentor & guide existing team members on the process
• To transition disputes management related work & streamline from operations perspective.
• To be a subject matter expert with specific emphasis monitoring, and timely delivery of SLAs on a daily, weekly and monthly basis
• Monitor work baskets impacting Regulatory scores and ensure its timely completion
• Developing operational plans including capacity, occupancy, shrinkage plans
• Setting up a framework for performance management
• Working with cross functional teams on operational initiatives
• Provide leadership and assistance to team members by answering questions, providing feedback and guidance on any related queries
• Managing a team of Investigation specialists who investigate transactions on accounts of client’s customers and take appropriate actions based on processes, tools, and judgment.
• Actively manage investigator capacity and the triggers for creating investigations to balance investigation supply and demand.
• Provide focused feedback loops for investigators based on crisp performance and quality data.
• Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities.
• Keep abreast of trends and fraud issues impacting the banking industry. Ensure that client is leading the curve in identifying and preventing new fraud/transaction patterns
• Responsible for achieving and exceeding the team’s defined metrics through sustainable change or process improvement.
• Share ideas with Management that positively influence the vision for the client by using their exposure to the team's technical or business areas, their understanding of industry trends, and fraud issues impacting the banking industry.
• Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
• Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements training programs as appropriate.
• Good knowledge about next generation AI Tool e.G. Open AI/Gen AI
• Communication and Presentations Skills:
  Should be able to communicate well with the clients and be able to present data post analysis
• Problem Solving:
  Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics
• Time Management:
  Should be able to manage his/her own time well and coach front line managers and agents staff to do the same.
• Out of box thinking :
  Use initiative and demonstrate creativity in solving problems for Genpact customers

Qualifications we seek in you!

Minimum Qualifications / Skills

• Any Graduate/Post Graduate with 8-10 years in Banking Disputes industry in similar domain
• Experience in managing multiple large dispute operations teams
• Deep domain knowledge in Visa and Mastercard disputes
• Ability to identify trends in disputes, frauds and ability to convert it into operational plans
• Good storytelling skills. Must be very fluent in English, strong written, oral communication skills and able to manage user / vendor / customer.
• Client connects and ability to nurture long term relationships
• Operational excellence expertise in the form of black belts/ green belts or equivalent work experience
• Excellent people management skills
• High energy, with passion for process proficiency and a drive to be a relentless advocate for the customer experience.
• Analytical bent of mind with attention to detail
• Excellent communication skills – verbal and written
• Ability to drive strong focus on delivery on SLAs and quality control
• Client connects and ability to nurture long term relationships

Preferred Qualifications/ Skills

• Any Graduate/Post Graduate with 8-10 years in Banking industry in similar domain
• Experience in managing multiple large dispute operations teams
• Deep domain knowledge in Visa and Mastercard disputes
• Ability to identify trends in disputes, frauds and ability to convert it into operational plans
• Good storytelling skills. Must be very fluent in English, strong written, oral communication skills and able to manage user / vendor / customer.
• Client connects and ability to nurture long term relationships
• Operational excellence expertise in the form of black belts/ green belts or equivalent work experience
• Excellent people management skills
• High energy, with passion for process proficiency and a drive to be a relentless advocate for the customer experience.
• Analytical bent of mind with attention to detail
• Excellent communication skills – verbal and written
• Ability to drive strong focus on delivery on SLAs and quality control
• Client connects and ability to nurture long term relationships