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Director of Operations – Fraud Managed Services
American Express
Itasca, IL, United States
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People. Technology. Community. When Accertify formed in 2008, we brought together smart and innovative engineers, analysts, designers, and thought leaders. Our mission? Help merchants thrive by giving them a platform, insight, and the expertise to transform their ideas and initiatives into success. Today, we’re a wholly owned subsidiary of American Express and a leading provider of fraud prevention, dispute management, and payment gateway solutions.
The Director of Operations – Fraud Managed Services will oversee the management and goals of the Fraud Managed Services department; by providing oversight, prioritization, coaching, guidance, thought leadership and promotion of a strong customer satisfaction and growth mindset. They will also be responsible for developing and maintaining client relationships. The Director must possess a strong understanding of the principles of financial risk management in a card not present environment; including knowledge of the techniques used to mitigate and manage fraud, methods for determining acceptable performance levels, and understanding of the different types of payment fraud.
Essential Duties and Responsibilities:
• Drives the strategic leadership, guidance and tactical direction for retrospective and prospective fraud operations; providing strategic direction and management of all daily operational functions
• Hires, develops, coaches, leads and retains top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction
• Communicates with clients about their initial Fraud Prevention needs as well as any industry or business requirements they may have
• Participates in sales presentations to potential new clients
• Develops and adapts the overall Managed Services fraud model(s) based on fraud trends and specific client requirements
• Assists in projects related to improvement of infrastructure, features, capabilities, and processes for mitigation and reduction of fraud
• Present analysis and reporting recommendations to Senior Management on a variety of KPI and business impact metrics
• Assist in driving incremental revenue and profit
Qualifications
• Bachelor's Degree
• 7+ years’ experience in Card Not Present Fraud Prevention environment
• 3+ years people management experience including developing people and managing talent
• Proficiency in Microsoft Office products
• Demonstrates adaptability to analyze issues and make decisions
• Ability to provide strong leadership and a disciplined and structured approach to prioritization, decision making and problem solving
• Capacity to demonstrate a flexible approach in a fast paced dynamic environment
• Presentation skills for industry and user events
• Must be ok with overseeing a 24x7x365 team
• 10% travel required
• Position is located in Itasca, IL; it is not virtual
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.