Operations Manager (Fraud) | Taguig, PH

Operations Manager (Fraud) You Lead the Way. We've Got Your Back. #6th in Great Place to Work's Best Workplaces List in the Philippines for 2023#6th in Great Place to Work's Best Workplaces List in the Philippines for IT-BPM for 2023#10th in Fortune Magazine's 2023 World's Most Admired Companies #1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day-from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex. How will you make an impact in this role? This role will be responsible for developing and executing fraud operational strategies to maximize effectiveness and production efficiencies while effectively managing the key production and servicing indicators of Inbound / Outbound and Back-office Fraud Operations with flawless execution of Risk Management policies and procedures. Responsibilities:

• Lead, coach, and develop Team Leaders/Managers.
• Develop and maintain strong relationships with business leaders across the network.
• Ensure appropriate operational controls are in place and maintained on an ongoing basis.
• Ensure that daily volumes are worked in a timely manner, in full compliance with risk management and financial policies, and compliance requirements.
• Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency.
• Effectively manage operational issues, concerns, negotiations, performance results and relationships.
• Achieve high levels of employee engagement and motivation.
• Understand drivers of customer experience, and collaborate with Risk Management, Quality and Training departments to develop and execute plans to improve Customer Satisfaction metrics.

Qualifications Minimum Qualifications:

• Proven people leadership and coaching experience with the ability to innovate
• Knowledge of servicing operations
• Proven experience in critical analysis, and problem-solving alongside decision-making and risk management abilities and driving results
• Solid interpersonal and negotiation skills
• Ability to effectively influence various levels of management in lines of business and staff groups
• Excellent communication and relationship skills
• Ability to demonstrate flexibility and resilience in the face of changing business requirements
• Results - oriented with the ability to drive change in a highly consensus - driven culture

Preferred Qualifications:

• Postgraduate studies with relevant experience preferably in the service industry
• Knowledge of the fraud industry as it relates to the credit card business including knowledge of call center management

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

This role is not open to visa sponsorship according to business requirements. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. To know more about our recruitment process, you may watch this short video - What to Expect: Recruitment at American Express

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