Position Summary...What you'll do...Manager of Risk Operations Contact CenterWe are seeking a highly motivated
Risk Operations Manager to lead our dynamic team in maintaining daily operations and upholding high-performance standards. This role will lead teams within the risk operations organization that may include compliance, payments, identity or other areas within risk. As a key leader, you will collaborate with senior leadership, cross functional teams, product, engineering and other stakeholders.
Key Responsibilities- Fraud & Risk Management: Stay ahead of emerging fraud trends by identifying and implementing updates to risk management processes. Provide direction on necessary operational adjustments to mitigate risk effectively.
- Team Operations: Monitor and action against established service level agreements and resolution accuracy and quality. Ensure that team is staffed correctly by monitoring case volume and partnering with Workforce Management. Adjust daily work assignments to meet business needs and monitor and approve team schedule changes and requests for time off in accordance with company policies and procedures. Manage audit processes to ensure decision accuracy and policy enforcement. Provide feedback and support to uphold quality standards across internal teams and Business Process Outsourcing (BPO) partners.
- Team Growth and Performance: Ensures team productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring resolution specialists and support leads are supported. Conduct service reviews and delegating work while overseeing its completion. Creating development and improvement strategies for the team while providing direction to leadership on adjusting work environment and tasks. Promoting processes that support associate and customer satisfaction, and reporting areas of associate concern to risk operations management.
- Manage Escalations: Resolve escalated contacts by verifying and determining escalation needs for issues while providing direction for handling sensitive contacts. This includes: identifying root cause, impact on business, and key resolution partners for escalated issues; determining resolution options; implementing, or influencing other departments to implement, resolutions; responding to ad hoc requests for information on escalated contact situations; and partnering with key stakeholders to support corporate resolution or action plan.
- Data Analysis & Risk Identification: Collect, analyze, and report on risk-related data to identify trends and potential threats. Utilize insights to enhance fraud prevention and mitigate financial, reputational, and operational risks.
- Cross-Functional Collaboration: Act as a liaison between Risk Operations and key stakeholders, including Business Development, Legal, Product, Engineering, Account Management, and Executive Teams, to align risk strategies with business objectives.
- Product & Process Optimization: Partner with product teams to support new initiative rollouts, conduct User Acceptance Testing (UAT), identify system bugs, and recommend enhancements to improve risk operations efficiency.
You'll sweep us off our feet if...1. Leadership: You have the ability to lead and motivate a team to achieve SLA goals, provide excellent customer service, and maintain a positive work environment.
2. Communication: You have strong verbal and written communication skills to effectively communicate with leaders, team members, customers, and other stakeholders.
3. Problem-solving: You have the ability to analyze problems, identify solutions, and implement effective resolutions in a timely manner.
4. Customer service: You have a passion for providing exceptional internal and external customer service and ensuring customer satisfaction and loyalty.
5. Adaptability: You have the ability to adapt to changing priorities, processes, and technology in a fast-paced contact center environment.
6. Time management: You have strong time management skills to prioritize tasks, manage workflows, and meet performance targets.
7. Coaching and development: You have the ability to coach and develop team members to improve their performance and achieve their career goals.
8. Quality management: You have knowledge of quality management principles and the ability to implement quality standards and processes to ensure high-quality customer interactions.
9. Performance management: You have the ability to measure and evaluate performance, provide constructive feedback, and make necessary improvements.
10. Compliance: You have a thorough understanding of Walmart's code of conduct and policies, and the ability to ensure that all team members adhere to these standards.
11. Technology proficiency: Familiarity with contact center technology, such as computer telephony integration (CTI) software, customer relationship management (CRM) systems, and other relevant tools.
12. Data analysis: The ability to analyze data to identify trends, track performance, and make data-driven decisions to improve contact center operations.
13. Collaboration: The ability to collaborate effectively with cross-functional teams, such as sales, marketing, and operations, to achieve shared goals.
14. Employee engagement: The ability to foster a positive and engaging work environment that encourages teamwork, innovation, and professional growth.
15. Continuous improvement: You have a commitment to continuous improvement, including staying up to date with industry trends and best practices, to drive operational excellence and improve customer experience.
Qualifications & Skills- Proven experience in risk operations, fraud prevention, or a related field and leading large operational teams.
- Strong leadership skills with experience in coaching, performance management, and team development.
- Ability to analyze data, identify trends, and implement process improvements.
- Excellent communication skills to collaborate with cross-functional teams and senior leadership.
- Adaptability to a fast-paced and evolving risk environment.
If you are passionate about risk management and leading high-performing teams, we invite you to apply and make an impact in our organization!
The annual salary range for this position is $60,000.00 - $110,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include :
- Stock
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Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related
field and 2 years' experience in retail management, business, technology, communications, or related area.
Option 2: 4 years' experience in business, technology, communications, or related area.
1 year's supervisory experience.
3 years' experience in customer service/contact center or related area.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading a cross-functional team, Project Management
Primary Location...1601 SE 10th St, Bentonville, AR 72716, United States of America
