Fraud Operations Manager - Associate

The Goldman Sachs Group, Inc   •  

Dallas, TX

Industry: Accounting, Finance & Insurance

  •  

11 - 15 years

Posted 25 days ago

CONSUMER

Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm's digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.

RESPONSIBILITIES AND QUALIFICATIONS

We are seeking an experienced fraud operations manager to support the design, delivery and manage our fraud contact center strategy and operations within the Consumer Digital Finance team. Candidates must have direct management experience in the day to day operations management of all aspects of fraud prevention and servicing including transaction, payment and identify fraud. Ideal candidates will have extensive experience in all aspects of fraud customer servicing with the ability to design and deliver world class fraud strategy. In this role, the candidate will be required to collaborate with Fraud Strategy, Technology and process engineering teams to design best in class customer experiences as well as the underlying agent facing and customer facing systems that deliver these experiences. Expertise in delivery of analytically driven customer experience improvement programs (CSAT, NPS) while mitigating fraud losses is required for success.

Requirements:

  • Relevant industry expertise in a portfolio of large scale accounts
  • 10+ years of experience with direct management of internal and external (supplier) fraud contact center operations
  • Broad based knowledge of all aspects of servicing and operations including applicable regulatory requirements
  • Strong understanding of key performance metrics and drivers. Ability to define and manage KPIs for a world class customer centric operations team.
  • Ability to execute delivery solutions operational strategy for digital products
  • Ability to communicate effectively with operations leadership as well as junior contact center agents
  • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation

2019-52802