AVP BCM Operations

2 weeks ago

Manila, National Capital Region, Philippines Genpact Full time

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Assistant Vice President, Operations

Job Summary:

As the Assistant Vice President (AVP) for Fraud Alert Management and Fraud Chargeback Services, you will play a pivotal role in leading and overseeing the operations of our call centre team responsible for managing fraud alerts and chargeback services. This critical role demands strong leadership, strategic thinking, and in-depth knowledge of fraud prevention and chargeback processes. You will lead a team of dedicated professionals to ensure the efficient management of fraud alerts and chargeback disputes while maintaining a high level of customer service and compliance with regulatory requirements.

Key Responsibilities:

  1. Leadership and Team Management:
  • Provide strong leadership, mentorship, and guidance to the fraud alert management and chargeback services team.
  • Set performance expectations, monitor team performance, and conduct regular performance reviews.
  • Foster a culture of teamwork, continuous improvement, and employee development.
  1. Fraud Alert Management:
  • Develop and implement strategies to effectively manage call centre operations.
  • Monitor and analyze fraud trends and patterns, adjusting strategies accordingly.
  • Coordinate with other departments to enhance fraud prevention measures and security protocols.
  • Ensure timely and accurate reporting of fraud alert statistics to senior management.
  1. Chargeback Services:
  • Oversee the chargeback process, ensuring accurate and timely handling of disputes.
  • Collaborate with financial institutions, card networks, and merchants to resolve chargeback disputes.
  • Stay updated on chargeback regulations, rules, and industry best practices.
  • Continuously improve chargeback workflows and systems to enhance efficiency.
  1. Compliance and Risk Management: Preferred
  • Maintain a deep understanding of fraud and chargeback regulations and compliance requirements.
  • Ensure that all processes and procedures are in compliance with industry standards and regulatory guidelines.
  • Implement and maintain fraud detection and prevention strategies to mitigate risk.
  1. Data Analysis and Reporting:
  • Utilize data analytics and reporting tools to assess the performance of fraud alert and chargeback teams.
  • Generate regular reports for senior management on key performance indicators and trends.
  • Gather and analyze data, develop go-forward plans and help drive and translate recommendations into results.
  1. Customer Service and Quality Assurance:
  • Drive a customer-centric approach to fraud alert and chargeback services, focusing on resolution and customer satisfaction.
  • Implement quality assurance measures to ensure accurate and professional customer interactions.
  • Develop and track key KPIs across the team to track strategic goals, milestones and accomplishments
  1. Budget and Resource Management:
  • Develop and manage the budget for the fraud alert and chargeback services department.
  • Optimize resource allocation to maximize efficiency and performance.
  • Partner with Finance and the business to manage, analyze and review organizational budgets, measure & track AOI, and reconcile and explain discrepancies.
  1. Cross functional management:
  • Create opportunities for synergies across the business ecosystem on topics such as developing business models and cross-functional initiatives to drive long term business sustainability
  • Build consensus among cross-functional teams and influence decision making with leadership audiences
  • Develop and utilize frameworks to help structure the team's thinking, drive visibility, and facilitate alignment
  • Identify and implement new initiatives with key stakeholders to develop, champion, and launch new initiatives to optimize business ops.

Qualifications:

  • Bachelor's degree in Business, Finance, or a related field (Master's degree preferred).
  • Minimum of 7 years of experience in fraud management and chargeback services.
  • Proven experience in managing and leading call center or customer service teams.
  • Knowledge of fraud prevention, chargeback processes, and card network rules.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Leadership, strategic thinking, and decision-making abilities.
  • Experience with data analytics and reporting tools.
  • Knowledge of compliance and regulatory requirements in the financial services industry.

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 Follow us on Twitter, Facebook, LinkedIn, and YouTube.


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