VP/AVP - Fraud Management - Financial Services Operations

VP/AVP Fraud Management (Financial Services Operations)

Fraud SDL ensures that our customers receive the best fraud detection and protection in the industry. We are looking for individuals with a passion for managing a team with following skill set :

- Retail Fraud Prevention handles fraud decisioning based upon tool utilization and analysis of electronic money movement, deposit check review, New Account Screening, Inclearing, monitoring transactions and reviewing history and pattern basis the checklist in identifying fraudulent vs. genuine transactions and taking a decision in passing or blocking the case

- Disputes and Chargeback is responsible for processing and resolving customer's claims and inquiries related to non-fraud and fraud related transactions on cards. The function decisions for approval or denial of claim post investigation in accordance with federally regulated guidelines

- Monitor customer's transaction to identify fraudulent activity with the help of customer's history, spending pattern, unusual activity using judgement skills

- Review high alert accounts to identify possible fraudulent activities and suspected transactions

- Analysis of customer accounts for scope of improvement in terms of accuracy and quality excellence of the Team. Absolute ownership of all internal and external audit requirements, work with other colleagues to cross tab transactions and identify fraudulent vs. genuine transactions

- Candidates should have 14+ years of functional experience in financial services with strong technical knowledge of Fraud Prevention and Charge back process

- Minimum of 7 years' experience in managing team and have 5 years' experience in managing operations leads

- Sound knowledge of the regulatory environment is highly desirable

- Good stakeholder management skills

- Deep understanding of the end to end Fraud life cycle

- Flexible for stretch assignments outside normal business hours

- Ability to be highly flexible and react swiftly to changing priorities and urgent situations

Primary Roles & Responsibilities :

- Manage exempt employees like associate managers, assistant managers and senior team leads; the overall personnel, performance, and discipline in the assigned area, providing direction to staff; ensure resolution of problems; sets priorities, managing all client interaction and client communication, ensuring Weekly/ Monthly and Annual Reviews are done on time

- Attain Unit Revenue Targets, as per Business Plan for the area, ensuring no revenue leakage; Efforts to reduce cost, and Contract renewal to be done on time, before contract expiry

- Compliance to Monthly reviews, Client Calls, Client Communication, Regular sign off SOP, Process Map and User Manual and ensuring timely closure of one on ones, appraisals, and feedback management

- Achieving SLA Target for the process, assist senior management in the planning, implementation, and evaluation / modifications to existing operations, systems, and procedures

- On time hiring to ensure no Billing Loss. Reviewing and monitoring cases, for scope of improvement/automation in terms of accuracy, quality excellence of the Team with FTE saving/ Cost Saves; analysis and solving of moderately complex problems. Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures

- Absolute ownership of Metric Management, all internal and external audit requirements, Driving Intelligent Operations, Operational Excellence, drive specific improvement projects, optimization of performance and quality etc. as required by Management Team, Review and analysis of periodic reports and metrics

- To play the role of a change agent to help institutionalize Six Sigma, Quality & Control across the Organization, constantly seeking, sharing & implementing best practices

- Hold regular team meetings and create an environment of good communication with effective two-way feedback of information and ideas

- Should be able to anticipate risk and challenges in the process and take proper actions to zero down the impact

- Should have excellent people handling skills

- Should monitor work allocation to get maximum output from the team

- Conduct team engagement activities

- Liaising with client to understand the upcoming volume pattern to ensure highest productivity from the team

- Need to work with the team to identify gaps in the process and work with clients to close those gaps within the set timelines

- Establish and maintain excellent working relationships with stakeholders at all levels

- Primary escalation point for clients, responsible for client satisfaction, overall client management and delivery of client solutions.

Qualifications :

- Educated to Degree Level

- Demonstrated ability to develop relationships with business partners, communicate and explain complex Fraud and Chargeback related issues

- Strong experience in the financial services industry across a range of sectors

- Flexible, time management, and ability to prioritize and work effectively to tight deadlines

- Good understanding of risk management