SUMMARY:
Responsible for the management and oversight of the Operations Fraud area within Operations Shared Services. Responsible for the oversight of the teams that process fraudulent check affidavits and first line transaction fraud review. Supervises and leads a team of employees and ensures tasks are completed timely and accurately. The Operations Fraud Manager will collaborate with his/her direct reports to drive tasks and ensure excellent customer service. In addition, the Operations Fraud Manager will collaborate with other leaders to drive efficiencies in tasks that affect multiple areas.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Measures key performance indicators and oversees metric reports to identify opportunities for improvement.
Leads the team as an agent of change, finding new opportunities to serve our clients and bring new capabilities to the market.
Contributes to a business plan, strategic initiative execution and monitoring associated expenses.
Assists in monitoring and preparing reporting on key performance indicators including reporting to the board.
Accounts for their team budget and managing overall performance to budget.
Manages a team of employees performing fraudulent check affidavit processing and check fraud review for multiple channels including In Clearing, Branch Capture, ATM, Mobile, and Remote Capture deposits.
Manages other fraud reviews related to Zelle, External Transfers, and Transaction Monitoring within our Digital Banking applications.
Selects team members, employee engagement, team dynamics, coaching, development, performance management and managing talent across the team including compensation.
Coaches employees on personal development plans and provides opportunities for growth within the organization.
Oversees training and guidance to all teams with respect to understanding, processing and managing the workload.
Oversees all activities to ensure timely and appropriate processing of accurate check fraud review and check affidavits.
Responds to audits and regulatory findings and is responsible for implementing remediation plans.
Guides the development and implementation of operational plans, policies, procedures, and goals that further scalability, automation and efficiency.
Collaborates with key leaders and stakeholders and guides change for scalability and automation.
Fosters strong relationships with key leaders and stakeholders across the bank to ensure collaboration and effective communication with other teams.
Attends and travels for leadership meetings and partnership engagements with other business lines of the bank.
Maintains policies, SOX control documentation, risk assessments and other controls around all assigned areas.
Responds to and resolves complex issues within the areas of responsibility.
Oversees the process flow documentation for assigned systems and areas of responsibility and pursues areas of improvement.
Accounts for the repository of procedures, processes, job aids and other critical information for functional areas.
Drives the effective use of technology within functional areas.
Oversees all areas to defined customer service level expectations and key vendor processing timelines.
Collaborates with business areas on new initiatives, processes or products and is accountable for the implementation within functional areas.
Monitors fraud detection systems, reports, and transactions to identify emerging fraud trends, anomalies, and patterns.
Conducts root cause analysis on confirmed fraud cases to determine system, process, or control gaps.
Recommends system rule changes or threshold adjustments to increase detection accuracy.
OTHER REQUIREMENTS:
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions-oriented manner.
Ability to interact effectively across all levels of the organization, including senior management, the branch network, other departments , and vendors.
Demonstrated ability to manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints.
Strong organizational and prioritization skills.
Ability to multitask and work under pressure.
Must be able to manage multiple projects simultaneously and work independently.
Team player with a positive outlook.
Demonstrated leadership ability and skills.
Excellent analytical and decision-making skills.
Demonstrated proficiency in basic computer applications such as Microsoft Office and ability to learn various applications.
Ability to learn various Banking Software programs.
Requirements:
Bachelor's Degree preferred; or equivalent combination of education and/or experience
Minimum of five years banking experience, preferably in operations required.
Minimum of two years experience in a supervisory or leadership role required.
Certified Anti-Fraud Specialist (CAFS) required or to be obtained within 2 years of acceptance of role.
