Please direct your responses to: gjose@us-buxton.com
OPERATIONS MANAGER
TYPE – FULL TIME
LOCATION – SEATTLE, WA
Job Description
The Payments Risk Investigations Manager drives risk, fraud and first tier compliance-investigations tactics and strategy for the North America region in close coordination with internal and external stakeholders to ensure effective, efficient and expedient risk controls, reporting and initiatives. This manager also owns investigator productivity, quality, capacity and processes that are key to expeditiously detecting fraudulent activity, ensuring regulatory compliance, and executing appropriate enforcement decisions. Keys to success include exceptional operational, strategic, analytical, and interpersonal skills. Crucial is the ability to drive positive change through influence in a matrix environment.
Responsibilities
• Develop and continuously leverage close partnerships with key internal stakeholders to drive program success and support the company's payments investigations needs.
• Work with stakeholders to balance fraud-prevention requirements with customer experience and business needs.
• Implement policy and standard operating procedures, fully aligning with internal and external teams.
• Improve processes, delivering significant business impacts and contributions through improvement to quality, productivity, policy adherence and customer experience.
• Lead and manage projects both locally and globally often with cross-functional teams and dependencies.
• Assist in developing the vision for NA payments investigations working with management, global peer teams and key internal stakeholders.
• Communicate vision and create buy-in on the investigator team to drive successful execution against it.
• Quickly gain deep understanding of issues, requirements and policies to drive solutions and concisely communicate these to senior and executive management.
• Participate in strategic planning and project road mapping activities for the program, team and department globally.
• Analyze the key business levers to identify trends and proactively take action to improve efficiency and reduce time to detect issues, mitigate risk or fraud, and fulfill compliance requirements.
• Drive improvements in processes, standard operating procedures, training and tools to better enable the team in achieving targets and successfully completing projects.
• Actively manage investigator capacity seven days a week and the triggers for creating investigations to balance global investigation supply and demand.
• Recruit top-quality investigators and develop employees to expand team capabilities and provide growth opportunities for future company leaders.
• Provide focused and ongoing closed-loop feedback to investigators based on crisp productivity, quality and other performance data, developing and rewarding strong performance.
• Manage key metrics, consistently leading the program and investigator team to meet and exceed performance targets.
• Directly responsible for multiple functions and processes, consistently exercising discretion in tactical and strategic decisions
Qualifications
• Bachelor degree in a business field or equivalent industry experience
• Minimum 5 years relevant operations work
• Minimum 4 years experience in risk, fraud and/or or comparable technical support operations management
• Minimum 4 years in a people management position
• Minimum 3 years experience in basic data analysis and interpretation
• Minimum 2 years experience using Microsoft Excel in a business setting
TO APPLY – PLEASE SEND RESUME IN WORD FORMAT TO GJOSE@US-BUXTON.COM
SUBJECT_HEADING - OMWA
TYPE – FULL TIME
LOCATION – SEATTLE, WA
Job Description
The Payments Risk Investigations Manager drives risk, fraud and first tier compliance-investigations tactics and strategy for the North America region in close coordination with internal and external stakeholders to ensure effective, efficient and expedient risk controls, reporting and initiatives. This manager also owns investigator productivity, quality, capacity and processes that are key to expeditiously detecting fraudulent activity, ensuring regulatory compliance, and executing appropriate enforcement decisions. Keys to success include exceptional operational, strategic, analytical, and interpersonal skills. Crucial is the ability to drive positive change through influence in a matrix environment.
Responsibilities
• Develop and continuously leverage close partnerships with key internal stakeholders to drive program success and support the company's payments investigations needs.
• Work with stakeholders to balance fraud-prevention requirements with customer experience and business needs.
• Implement policy and standard operating procedures, fully aligning with internal and external teams.
• Improve processes, delivering significant business impacts and contributions through improvement to quality, productivity, policy adherence and customer experience.
• Lead and manage projects both locally and globally often with cross-functional teams and dependencies.
• Assist in developing the vision for NA payments investigations working with management, global peer teams and key internal stakeholders.
• Communicate vision and create buy-in on the investigator team to drive successful execution against it.
• Quickly gain deep understanding of issues, requirements and policies to drive solutions and concisely communicate these to senior and executive management.
• Participate in strategic planning and project road mapping activities for the program, team and department globally.
• Analyze the key business levers to identify trends and proactively take action to improve efficiency and reduce time to detect issues, mitigate risk or fraud, and fulfill compliance requirements.
• Drive improvements in processes, standard operating procedures, training and tools to better enable the team in achieving targets and successfully completing projects.
• Actively manage investigator capacity seven days a week and the triggers for creating investigations to balance global investigation supply and demand.
• Recruit top-quality investigators and develop employees to expand team capabilities and provide growth opportunities for future company leaders.
• Provide focused and ongoing closed-loop feedback to investigators based on crisp productivity, quality and other performance data, developing and rewarding strong performance.
• Manage key metrics, consistently leading the program and investigator team to meet and exceed performance targets.
• Directly responsible for multiple functions and processes, consistently exercising discretion in tactical and strategic decisions
Qualifications
• Bachelor degree in a business field or equivalent industry experience
• Minimum 5 years relevant operations work
• Minimum 4 years experience in risk, fraud and/or or comparable technical support operations management
• Minimum 4 years in a people management position
• Minimum 3 years experience in basic data analysis and interpretation
• Minimum 2 years experience using Microsoft Excel in a business setting
TO APPLY – PLEASE SEND RESUME IN WORD FORMAT TO GJOSE@US-BUXTON.COM
SUBJECT_HEADING - OMWA
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