• Manage day to day operations of FCPS (Fraud, Claims), including management duties (performance management, staff development, training), operational controls, and adherence to policies and procedures.
• Provide vision and set direction for the organization`s overall performance of multiple major operation business functions to achieve long-term strategic objectives that impact organization and management 
• Collaborate with peers and senior leaders to develop highly complex, multi-year projects, strategies, and goals 
• Develop and implement strategic solutions to highly complex and potentially companywide business challenges 
• Lead a team of managers and senior professionals and develop longer-term, higher-risk strategies for Operations management to achieve business objectives 
• Collaborate with and influence all levels of professionals, including peers and senior leadership 
• Manage allocation of people and financial resources for Operations . Develop and guide a culture of talent development to meet business objectives and strategy 
• Lead/participate in various process improvements and re-engineering initiatives in line with efficiency/effectiveness and customer obsession efforts.
• Identify trend through data and behaviors observed and use it effectively in coaching to results.
• Responsible for cross-site / function project leadership and influence across department / site. Work with peers throughout the organization to develop, enhance and implement business strategies. Build external relationships in functional areas and support recruiting and hiring needs
• Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards

Required qualifications, capabilities, and skills

• Minimum 10 years of contact center experience and minimum 8 years people leadership (people manager of managers) / management experience, ideally with fraud experience
• Minimum 4 years in banking/financial experience. High energy and strong leadership abilities
• Extensive experience in managing supervisors / team leaders. Outstanding communications skills, both written and oral. Ability to work closely with others to achieve functional goals
• Able to work independently in a dynamic environment of change, challenge and multiple deadlines and priorities, high attention to detail
• Possess a controls mindset; understand banking regulations, Experience planning and managing networking event or projects
• Project management and presentation skills coupled with business acumen. Strong organizational and time management skills, and the ability to consistently prioritize and re-prioritize
• Excellent coaching and mentoring skills, strong analytical and problem-solving skills and able to work in any shift including weekends