Location: TX, United States

Vice President Fraud Operations, Fraud Customer Protection Services (FCPS)

Join the team and provide day to day leadership, oversight and execution of the business plan to ensure alignment and support of FCPS (Claims IM) operations goals. Your role will be crucial in developing and implementing strategic solutions to business challenges, managing resources, and fostering a culture of talent development. This role offers the opportunity to influence across departments and build external relationships in functional areas. 

Job responsibilities

• Manages day-to-day operations of FCPS (Fraud, Claims), including management duties (performance management, staff development, training), operational controls, and adherence to policies and procedures.
• Provides vision and sets direction for the organization's overall performance of multiple major operations business functions to achieve long-term strategic objectives that impact organization and management.
• Collaborates with peers and senior leaders to develop highly complex, multi-year projects, strategies, and goals.
• Develops and implements strategic solutions to highly complex and potentially company-wide business challenges.
• Leads a team of managers and senior professionals and develop longer-term, higher-risk strategies for Operations management to achieve business objectives.
• Collaborates with and influences all levels of professionals, including peers and senior leadership and manage allocation of people and financial resources for Operations.
• Develops and guides a culture of talent development to meet business objectives and strategy.
• Leads/participates in various process improvements and re-engineering initiatives in line with efficiency/effectiveness and customer obsession efforts.
• Identifies trends through data and behaviors observed and use it effectively in coaching to results and take responsibility for cross-site / function project leadership and influence across department / site.
• Works with peers throughout the organization to develop, enhance and implement business strategies and build external relationships in functional areas and support recruiting and hiring needs.
• Manages team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards.

Required qualifications, capabilities and skills

• Minimum 10 years of contact center experience and 8+ years of people leadership/management experience (manager of managers); fraud experience preferred.
• Minimum 4 years of banking/financial services experience; high energy with strong leadership capability.
• Extensive experience managing supervisors/team leaders; excellent written and verbal communication skills; ability to partner effectively to achieve functional goals.
• Ability to work independently in a dynamic environment with multiple deadlines and shifting priorities; high attention to detail.
• Strong controls mindset and understanding of banking regulations; experience planning and managing events or projects.
• Strong project management and presentation skills, paired with business acumen; excellent organizational and time management skills with demonstrated prioritization ability.
• Excellent coaching and mentoring skills; strong analytical and problem-solving capabilities; flexibility to work any shift, including weekends.