Manager - Fraud Detection & Investigation - Retail

As the Manager - Fraud detection & Investigation, you will:

Employee Management & Development

- Responsible for the full spectrum of employee management and development of a team of 8-10 associates that are specialists.

- Set goals and hold associates accountable.

- Regularly coach associates on job performance and provide mentoring, training, guidance and support.

- Work with HR and senior management to recruit new employees, conduct interviews, and make hiring and termination decisions.

- Ensure associates receive necessary training to improve customer service abilities and increase productivity and product knowledge.

- Stay up to date on changes to systems, policies and procedures. Provide training on changes to team as needed.

- Attend staff meetings and communicate business milestones and needs to the team

Manage Fraud Queues

- Forecast volume using historical data and complete capacity plans for all off-line work.

- Ensure work is completed within the agreed upon timeframes by prioritizing queues and assigning work to associates.

- Work with various business partners (Distribution Center, Risk, Credit, I/T, Marketing, etc.) to communicate issues or ideas for improvements. Identify solutions to address issues and implement changes.

- Assist with new system implementations and rolling out changes in policies and procedures.

- Manage projects as needed.

You also have:

- Excellent verbal and written communication skills.

- Demonstrated ability to work independently and multi-task.

- Creative problem solving skills - ability to get things done with minimal resources.

- Strong sense of urgency to complete work quickly and accurately.

- Ability to handle conflict and difficult conversations with ease and tact.

- 4 years of operations experience with at least 2 years in a retail environment.

- 2 years of experience managing others and building teams.

- 1 year of experience managing fraud.

- Demonstrated ability to coach associates effectively -- maximizing performance while creating high levels of employee satisfaction.

- Proven ability to effectively manage work processes - including process improvement.

- Computer skills: Proficient with MS Excel, Word and Outlook. Excellent computer navigational skills including internet research.