Director of Fraud Operations at Ascensus optimizing fraud prevention and detection programs. Responsible for ensuring compliance while delivering exceptional client experiences and reducing risks.
About the role
- Operations Director overseeing customer operations in a hybrid role across various locations. Managing a large team focused on operational efficiency and customer satisfaction.
Responsibilities
- Oversee a team of 400 - 800 associates in a large-scale customer service organization
- Lead between 5 and 8 departments within an area of operation
- Drive operational efficiency and customer delight
- Work with intent, product, workforce, and several other horizontal partner teams
- Build the long term vision for the team
- Translate strategic objectives into daily operational excellence
- Create and share a vision for the future aligned to specific goals
- Track progress and connect associate contributions to overarching vision
- Focus on building upon strengths for individual and team success
- Invest in associate development and provide feedback
- Identify and solve complex issues and drive innovation
- Maintain high operational rigor and achieve tangible outcomes
Requirements
- High School Diploma, GED or Equivalent Certification
- At least 8 years of Contact Center or Production Operation experience
- At least 6 years of People Leadership Experience
- At least 6 years of Coaching or Mentoring experience
- At least 4 years of experience using Google Suite or Microsoft Office
- At least 4 years of Relationship Management Experience
- At least 4 years of Process Management or Project Management Experience
Benefits
- Health insurance
- Competitive salary
- Performance based incentive compensation
- Bonuses and long-term incentives
- Comprehensive and inclusive set of health, financial and other benefits that support total well-being
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