Risk Operations Supervisor

2 weeks ago

Quezon City, National Capital Region, Philippines Global Payments Inc. Full time ₱900,000 - ₱1,200,000 per year

Description
Summary of This Role

Manages the management of active cases involving credit card fraud. Oversees the fact gathering and investigation process and advises on actions for resolution to ensure Service Level Agreements are maintained. Collaborates with legal and other business units along with client leadership and relevant government agencies as necessary in the development of policies, programs and other efforts designed to detect, identify and resolve fraudulent activity. Works with various departments to develop and implement tools and process improvements to enhance efficiency and effectiveness identifying fraud. Researches, selects, and manages the software programs utilized in research efforts to review and analyze transactions and customer records in search of fraudulent activities.

What Part Will You Play?

  • Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Adjusts staff schedules to effectively manage volumes. Communicates policies/procedures to limit financial risk & improve productivity. Manages escalated Customer issues that are not resolved at the agent level.
  • Assists with implementing anti-fraud processes to prevent fraudulent payments, transactions, and account registrations. Monitors data and patterns to keep fraud losses within standards. Participates in meetings with existing clients.
  • Oversees the fact gathering and investigation process and advises on actions for resolution while working to ensure Service Level Agreements are maintained.
  • Responds to client's requests in a timely manner.
  • Coaches team members to achieve individual goals. Monitors team member attendance and adherence and provides feedback as required. Monitors, evaluates and reports daily team and individual performance statistics to train and coach employees. Rewards team member performance or takes corrective action as needed.
  • Not an exhaustive list; other duties as assigned.

What Are We Looking For in This Role?
Minimum Qualifications

  • Bachelor's Degree
  • Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
  • 2-3 years of risk and fraud team lead / supervisory experience

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