Fraud & Disputes Manager

Fiserv • Omaha, NE

2d • Hybrid

About The Position

The Fraud & Dispute Manager is a vital role in the Fiserv Issuer Dispute Operations organization that significantly contributes to its overall business success. The role will be accountable for a business unit to ensure that all business objectives are achieved. The person in this role is responsible for all aspects of initiating and executing strategies to drive toward the successful achievement of critical functions and objectives for our customers and associates.

Requirements

• Bachelor’s degree or equivalent work experience.
• 5+ years of management experience which includes but is not limited to resource management, reporting, associate development and performance management.
• 5+ years of Disputes or Customer Service environment preferably within the FINTECH or Financial Services Industry, driving and direction results in a world-class operations environment.
• I have knowledge to direct day-to-day operations through planning and delegation of work.
• Exceptionally strong and effective written and oral communication skills; strong ability to articulate and promote ideas, plans, and results to all levels.
• Ability to effectively influence, communicate and work with all levels of the organization and with clients as necessary.
• Strong organizational skills.

Nice To Haves

• Industry Knowledge
• Experience with Network disputes
• Measurement of Effectiveness
• Excellent Communication

Responsibilities

• Recruit, develop, inspire and lead a team to effectively execute the responsibilities and expectations of their role.
• Champion efforts to process improve department operations through gap analysis and leverage talent to create and execute actionable plans within budget parameters.
• Make complex decisions and recommendations under limited directions. Use a high degree of initiative and independent judgment.
• Build and use effective working relationships within own department and across departments, functions, and geographic reporting lines.
• Oversee associate engagement efforts and leverage the team to drive activities for the department to include various meetings.
• Track performance against internal standards, SLAs, and external/industry benchmarks, using budget, forecasting, capacity planning, and workforce optimization best practices.
• Oversee the management of metrics with a focus on continuous improvement initiatives.
• Respond well under pressure and leads all levels effectively through adversity and ambiguity as a normal business condition.
• Partner with Client Advisors and Team Leads in the establishment and oversight of new procedures (SOPs – Standard Operating Procedures) to address areas requiring improvement.
• Deliver against defined organizational goals of talent, strategy, and results aligned with the annual operating plan.
• Ensure the team has the training, tools, processes and methodologies needed.
• Lead and manage change in an environment that is transforming and maturing.
• Create a “one Fiserv” approach to Card Services.
• Develop high-potential talent, maximizing talent capabilities and building world-class teams.

Benefits

• Health. Medical, dental, vision, life insurance, and disability options
• Flexibility. Flex scheduling eligibility after 180 days of employment, hybrid work arrangements
• Work/Life Balance. Paid time off
• Family Time. Parental bonding leave
• Retirement. 401(k) plan with company matching
• Education. Tuition reimbursement, internal eLearning training and development portal
• Investment. Employee Stock Purchase Plan
• And more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager