Payment Operations Manager
4 weeks ago
We are seeking a highly skilled and experienced Payment Operations Manager to join our team. The ideal candidate will have a strong background in payments and fraud, with a proven track record of managing operations and ensuring service delivery within agreed standards.
Key Responsibilities- Manage the day-to-day operations to ensure service delivery within agreed quantitative and qualitative standards.
- Assign workload to maintain agreed service levels and prepare workload and shift end reports for all clients.
- Analyze and monitor various fraud patterns and update the team accordingly on a regular basis.
- Distribute and monitor reports and ad-hoc tasks, and facilitate resolution of work-related issues of team members.
- Coach team members to ensure sustained contribution and provide training for new hires and existing hires when necessary.
- Assist team members in organizing and accomplishing own tasks, and report incidents, bugs, and malfunctions affecting both external and internal processes in a timely manner.
- Liaise with other teams/clients and departments to resolve issues and ensure quick First Time Resolution (FTR).
- Handle escalations and follow up on issues with customers and/or other departments.
- Communicate assignments, milestones, and deadlines to the team and individuals based on Team Leaders' instructions.
- Work on daily tasks, withdrawals, etc. when support is needed, and initiate outbound calls or handle transfers from customer service.
- Speak on fraud trends, department performance, and new updates during weekly client meetings.
- 2+ years of experience in a payments and fraud position.
- Sound knowledge of the different aspects of risk work, including online payments or financial services knowledge.
- Ability to identify subtle fraud and abuse patterns.
- Sound and demonstrable experience with fraud analysis and investigations.
- Good communication skills and ability to effectively deliver feedback.
- Self-motivation.
- Ability to perform well under tight deadlines within a dynamic environment.
- Excellent command of Microsoft Office tools.
- Proven aptitude to work in a team and guide and influence others.
- Strong logical reasoning skills with an analytical approach.
- Bachelor's degree strongly preferred.
- AML/previous CS experience.
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