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Fraud/Disputes - Team Lead

Company: Genpact
Location: Jacksonville
Posted on: January 16, 2022

Job Description:

Job title: Fraud and Disputes Operation Team Lead
Location: Jacksonville, FL
Type of hire: Fulltime

Inviting applications for the role of Fraud Team Lead!

In this role, Fraud and 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.

- Managing a team of Investigation specialists who investigate suspicious 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 attacks
- 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.
Qualifications we seek in you!
Minimum qualifications
- A Bachelor's degree.
- Exceptional operational, managerial, analytical, and interpersonal skills.
- Demonstrable operations experience that includes people management experience as well as experienced in the Fraud and Disputes or Financial risk management domain.
- Experience in conducting one-on-one coaching and feedback sessions, team member grooming, interaction with the client on regular basis, etc.

Preferred qualifications/Skills
- Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, etc.
- Operational excellence expertise in the form of black belts/ green belts or equivalent work experience
- Excellent people management skills
- Deep domain knowledge in fraud and disputes operations space
- 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
- Deep knowledge and understanding of fraud trends across multiple products and ability to effectively share the knowledge with team members
- Ability to drive strong focus on delivery on SLAs and quality control
- Client connects and ability to nurture long term relationships

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Keywords: Genpact, Jacksonville , Fraud/Disputes - Team Lead, Other , Jacksonville, Florida

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