Do you thrive in a fast-paced, results driven environment? Are you energized by working with employees and seeing them grow? Do you seek opportunities to directly impact your customers’ bottom line? If this describes you, SHAZAM needs to hear from you. We are looking to hire an additional Fraud Operations Manager within our growing fraud team.

In this position, you’ll support a 24/7/365 fraud operations business for hundreds of financial institutions. You will collaborate with other managers to increase operational effectiveness, meet departmental service expectations, and exceed quality of work goals. To be successful, this position will develop a team of expert fraud specialists who assist our clients and their customers to identify and stop debit card fraud.

Schedule for this position is 2nd shift, 12-9pm, weekend coverage as needed.

What you’ll do:

• Identify, communicate, and mitigate risks which might impact our clients, or SHAZAM.
• Ensure fraud operations processes meet established guidelines, department deliverables, and quality expectations.
• Oversee contact center performance, resource allocation, and reporting.
• Collaborate on customer facing guides, forms, and client operational communications.
• Proactively support clients by facilitating meetings regarding exception and operational questions. Handle client escalations to resolution.
• Collaborate with cross-functional management teams, other department managers, and leaders.
• Partner effectively with SHAZAM support resources on for quality verification, compliance, and corporate training.
• Manage employee staffing lifecycle by recruiting, interviewing, hiring, staff retention, and performance management.
• Short- and long-term employee growth and development.
• Facilitate effective and collaborative team communications.
• Develop comprehensive training programs and supporting documentation.
• Coordinate comprehensive procedural and system documentation.
• Participate in the SHAZAM Enterprise Project Management lifecycle.
• Monitor and participate in external/internal audits and business continuation/disaster recovery planning.

What skills you need:

• Experience with retail banking, banking back office, compliance, or regulatory guidelines.
• Professional demeanor, solid networking expertise, and relationship building.
• Demonstrated experience resolving sensitive client issues.
• Experience in leading and managing a diverse team, their success, and ability to do so in a hybrid staffed environment.
• Proficient in MS Office applications, specifically Word, Excel, and PowerPoint.
• Proven operational planning skills in forecasting, capacity planning and resource allocation strategies.

What makes you stand out:

• Significant experience or SME level of knowledge in fraud prevention, detection, and mitigation response.
• Successful direct management of contact center teams or back office processes.

Annual salary starting at $67,000 to 83,900*

• Actual compensation will be based upon factors such as geographic location, experience, education, and/or skill level.