The Operations Manager for the Fraud Protection account is responsible for overseeing the day-to-day operations of a BPO team focused on fraud detection, prevention, and investigation. This role ensures the smooth functioning of operations, meeting client expectations, and delivering high-quality performance metrics. The ideal candidate will possess strong leadership, problem-solving, and analytical skills to ensure the success and continuous improvement of the fraud protection program.
Key Responsibilities:
1. Operational Oversight:
- Manage the daily operations of the Fraud Protection team to ensure service levels, productivity, and quality metrics are met.
- Supervise a team of Team Leads and Agents, providing coaching and development opportunities.
- Ensure compliance with internal policies, procedures, and client-specific fraud prevention strategies.
2. Fraud Detection and Prevention:
- Oversee the handling of fraud alerts, investigations, and proactive fraud prevention measures.
- Collaborate with the client to enhance fraud detection algorithms and strategies.
- Stay updated on industry trends and fraud techniques to adjust tactics accordingly.
3. Performance Management:
- Analyze and report on key performance indicators (KPIs) such as fraud detection accuracy, speed of resolution, and service levels.
- Implement process improvements to enhance efficiency and fraud protection capabilities.
- Conduct regular performance reviews for the team and develop action plans for improvement.
4. Client Relationship Management:
- Serve as the main point of contact for the client regarding fraud protection operations.
- Regularly communicate performance updates and attend client meetings to discuss operational improvements.
- Ensure that the client's expectations are consistently met or exceeded.
5. Team Leadership and Development:
- Lead, motivate, and manage a team to ensure they perform to the best of their abilities.
- Foster a positive and collaborative team culture, promoting continuous learning and development.
- Identify training needs and coordinate with the Learning & Development team to implement skill-building programs.
6. Risk Management:
- Identify potential risks and fraud trends, implement proactive measures to mitigate them.
- Ensure compliance with all regulatory requirements and industry best practices related to fraud protection.
7. Reporting and Analytics:
- Prepare detailed reports on fraud protection activities, trends, and performance metrics.
- Utilize data-driven insights to make recommendations for process improvements.
8. Budget and Resource Management:
- Assist in budget management and resource allocation to ensure optimal team performance.
- Evaluate staffing needs and coordinate hiring efforts as necessary.
Requirements:
- 5+ years of operations management experience in BPO, with 2+ years in fraud protection or risk management.
- Expertise in fraud detection, prevention, and regulatory compliance.
- Proven leadership skills with experience managing large teams.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent communication and client management skills.