Fraud Operations Team Lead - Disputes

Job description

AVP, Fraud Operations Team Lead- Disputes
Henderson, NV

At Barclays, we have a purpose beyond all others: creating opportunities. As an Assistant Vice President within the Fraud Disputes team, you will be responsible for managing daily staffing and workflow for an empowered and experienced team of Fraud Dispute Managers, Facilitators, and Analysts, all of whom are dedicated to managing, investigating and resolving our customer's fraud claims and disputes. As an Assistant Vice President in Fraud Disputes you will have the opportunity to be a hands on leader, reviewing & recommending new methods/procedures to make daily operations more efficient, resolving complex problems, and doing everything in your power to help each colleague build the careers they want and pushing them to be the best they can be for themselves and our customers.

What you'll be doing?

•The Assistant Vice President manages daily staffing and workflow for a large Fraud Disputes team and will proactively identify service delivery failures and escalate issue/impact to appropriate business owners, meet regularly with individual team members; coach them to meet and exceed their metrics.
•Provide performance analysis to implement action plan strategies to improve overall performance
•You will have the authority for decision making with system changes and projects across the division
•Make hiring and staff decisions

What we're looking for:

•5+ years managing coaching and developing staff in a service operation including hiring, training, developing policies and procedures and other technological infrastructure
•1+ year(s) experience managing a large team (of direct and indirect reports)
•Four-year college degree required or equivalent work experience

Skills that will help you in the role:

•Attention to detail, understands importance of accuracy and responsiveness
•Strong system competencies
•Demonstrated success at developing and managing an effective organization that meets service standards and financial targets, retains and develops employees, and satisfies customers.
•Understanding of Association requirements pertaining to charge-back rights
•Previous Fraud Operations experience.

Where will you be working?

Barclays Services, Henderson, NV
Fully Operational Customer Contact center, where the best meet to build careers full of scope, variety, and reward. Supporting the banking and financial solutions of today's demands, answering tomorrow's questions, and redefining the future of customer support in finance.

Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

Our Values

Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Our Diversity

We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Our Benefits

Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility, then please discuss this with us.