Fraud investigations manager

Descripción general

Transaction Risk Management Services (TRMS) is based in 6 countries and provides global 24 hour coverage. The team protects Amazon and its customers from fraudulent purchases and sellers and mediates on claims. We require a new manager for the the division opening in SJO, to help manage a one of the teams in our expanding operation.

Required to demonstrate performance in the following areas:

· Metrics, by consistently leading their team to meet and exceed service levels and targets in reducing bad debt for their Company and maintain the performance and metrics of all team members, and hence the team at expected levels.
· Process Improvement, by delivering significant business impacts and/ or contributions to their Company through improvement to quality, productivity, or customer experience. Work with peer technical teams to articulate and prioritize feature needs for investigation tool sets.
· People Development, by developing the Performance levels, career and skills of their Investigator teams through continuous closure of performance feedback loops. Possess ability to recruit excellent team members into their team and Company.
· Project Participation, by effectively participating in projects that involve multiple teams within their Company that are above and beyond the normal area of responsibility or expertise. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision.
· Judgment and Discretion: The candidate has direct responsibility over multiple functions and processes. She/he consistently exercises discretion in tactical and strategic decision making/problem solving and routinely reports to management chain as required. She/he takes decisions that are reasoned, documented, and involve partnering with other internal stakeholder/teams as appropriate and required when making decisions that have wider impact.

Requisitos para aplicar

BASIC QUALIFICATIONS

• Bachelors degree
• Exceptional operational, managerial, analytical and interpersonal skills.
• At least 2 years of demonstrable operations experience. This experience should include substantial people management experience, previous contact center background is considered a plus.
• Strong candidates may come from a background in operations in ITES/IT companies (operational excellence expertise, process improvement would be desirable).
• The domain of experience should contain Fraud investigations / Credit Approval/ Claim processes, and/ or Financial Risk Management Operations that would be a value add to this experience.
• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, or PERL skills.

PREFERRED QUALIFICATIONS

• Experience in the Fraud or Financial risk management domain
• Additional Languages are preferred
• Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, or PERL skills.