We are looking for an experienced Operations Team Leader, who has a passion for fraud detection and investigation work, to join our growing fraud operations team. If you work in risk operations environment, and have robust people management skills, we want to hear from you.
Responsibilities
- Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives
- Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
- Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
- Establish schedules for team members
- Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
- Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback
- Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
- Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
- Provide hands-on assistance to team members while serving as an escalation point for the operations customer issues and complaints
- Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
- Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
- Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
- Lead and drive a collaborative culture within the team to support quality, performance, and development opportunities
- Responsible for leading the One GS culture and conduct approach as a manager on the site
Basic Qualifications
- Proven ability to lead by example, with a positive attitude
- Ability to lead teams and drive performance standards
- Good interpersonal skills
- Excellent analytical and problem-solving skills (with a view to support changes to processes), and works well under pressure
- Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills
- Strong customer focus
- Ability to lead teams, juggle across various workstreams and drive performance standards
- Good leadership skills and the ability to motivate and develop staff
- Ability to manage and drive a culture of continuous improvement
- Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
- Minimum of 3 years management experience within customer service environment
Preferred Qualifications
- Experience in a retail banking environment/Insurance environment
- Deposit Back Office experience
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.