Manager - Risk Investigation - BPO/IT

Job Profile:

In charge of managing one and/or more teams of Investigation specialists who investigate buyer, and/ or seller transactions. and take appropriate actions based on processes, tools and high-judgement decisions.

- Provide leadership and administrative support to their team(s) and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by meeting achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.

- The responsibilities in this position may span over multiple processes and functions and locations. In addition to being responsible for achieving and exceeding team's defined metrics through sustainable change or process improvement.

- She / he will be expected to participate in strategic planning, project road mapping activities of the team. Identify trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.

- The incumbent is 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.

- People Development, by developing the Performance levels, career and skills of their Investigator teams through continuous closure of performance feedback loops.

- Project Participation, by effectively participating in projects that involve multiple teams.

- Business Exposure, by using their exposure to team's technical or business areas.

Judgment and Discretion :

- The incumbent has direct responsibility over multiple functions and processes in the Transaction Risk Management Group.

- 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.

Knowledge & Skills/ Business Acumen/ Education & Experience :

- Exceptional operational, managerial, analytical and interpersonal skills.

- Requires around five or more years of operations experience. This experience should preferably contain two (or more) years of People Management as well three (or more) years in the Fraud or Financial risk management domain.

- Strong candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in the form black belts/ green belts or equivalent work exp. 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.

- A Bachelor degree is required to apply for this position. Additionally degrees and qualifications that are desirable are MBA and Six Sigma skills.

- Other optional credentials that will be a value-add are Multi-lingual skills (German, Japanese or French) or experience in Managing Multi-lingual team members/ Processes in these languages.

- Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, or PERL skills.

Interested Candidates Can Apply

Renita Frank