Operations Performance Manager II - Retail Fraud Services
About The Position
The Operations Performance Manager II leads operational support across multiple locations and functions, including a process or workstream. The role partners with senior management, evaluates current methods, and develops strategies to meet or exceed key operating metrics. It leads initiatives, translates strategy into operational deployments, and identifies and responds to risk issues while balancing people, process, and technology considerations. The position drives operational excellence across contact centers and directly manages and guides performance management for client-facing contact center associates. It builds partnerships with business leaders, subject matter experts, and vendors to identify and drive performance improvements linked to organizational and business goals. The manager identifies improvement opportunities, analyzes root causes, proposes and scopes solutions, implements them, and assesses their impact. Solutions may involve process improvement or integration, leadership development, skill development, and training. The role also oversees robust control reporting across multiple aspects of the operation and requires thorough knowledge of the relevant department or business unit’s functional area or products.
Requirements
- At least 2 years of experience specific to fraud handling processes for the required products.
- Robust knowledge of fraud and claims processes for Check, Digital, Credit, Debit, Wires, and Zelle/P2P.
- Ability to work in a fast-paced environment with competing priorities.
- Advanced Excel proficiency, including Pivot Tables and V-Lookup, and PowerPoint proficiency, including creating executive presentations.
- Ability to analyze data and trends to support performance enablement.
- Strong interpersonal and relationship-building and management skills.
- Ability to balance multiple needs, requests, and goals.
- Outstanding verbal and written communication and presentation skills.
- Ability to coach team managers, gain followership through influence, and drive positive results.
- High school diploma, GED, secondary school education, or equivalent.
Nice To Haves
- Project management experience.
- Small Business experience.
- Comfort working with ambiguity and rapidly changing priorities.
- Experience in Change Management, HR, Finance, Communications, Business Controls, or Operations.
- Ability to interact effectively with all levels of management.
- Previous experience managing in a contact center environment.
- SharePoint and/or Discovery design experience.
- Working knowledge of UCRA, CAST, and other change management tools.
Responsibilities
- Use data, analysis, and reporting proactively to identify performance trends and opportunities.
- Demonstrate leadership and communication skills and influence across the organization.
- Establish rigorous reporting and inspection routines to support consistent operational execution.
- Partner with performance execution teams to achieve and exceed operating targets.
- Maintain oversight of process controls and compliance reporting, interpret results, develop remediation plans, and partner with SL and BSMs to execute them.
- Champion and introduce new performance and operating strategies.
- Create, author, and maintain operating playbooks to ensure consistent and compliant performance execution.
- Identify improvement opportunities, analyze root causes, propose and scope projects, implement solutions, and assess their impact.
- Manage and guide performance management for client-facing contact center associates.
Benefits
- Industry-leading benefits.
- Access to paid time off.
- Resources and support for employees.
- Eligibility to participate in the annual discretionary incentive plan, with awards based on individual performance and behavior, line-of-business or group performance and contributions, and the overall success of the company.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
