Service Delivery Leader - Salt Lake City, Utah

Service Delivery Leader - Salt Lake City, Utah-13012069

Description
This position is accountable for the development and execution of Fraud Operations strategies to control net loss provision and maximize profitability. The incumbent must develop and maintain strong relationships with leaders, partners and colleagues across various business units, and leverage these relationships to ensure fraud strategies and operational capacity are fully aligned with broader business strategy. The incumbent will be responsible for developing and executing operational strategies to maximize effectiveness and production efficiencies, effectively managing the key production and servicing indicators of inbound and outbound Fraud Operations with flawless execution of Risk Management policies and procedures, and for managing to operational expense targets. Principal responsibilities include:

* Achieve best-in-class servicing effectiveness while meeting operational performance standards and unit cost targets, with full compliance with Risk Management, Finance policies, and Control and Compliance requirements
* Partner with Risk Management, to manage fraud losses and maximize business profitability
* Develop and maintain strong relationships with leaders across all business groups
* Ensure appropriate operational controls are in place and maintained on an ongoing basis
* Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency
* Effectively manage operational issues, concerns, negotiations, performance results and relationships
* Achieve high levels of employee engagement and motivation
* Understand drivers of customer experience, and collaborate with Risk Management, Quality and Training departments to develop and execute plans to improve Customer Satisfaction metrics

Qualifications

Required Skills/Qualifications:

* Minimum of five years experience leading large scale teams
* Broad strategic thinking and transformational skills that will achieve Risk operations' and the Line of Business' visions. Ability to understand broad strategic issues as well as the details associated with implementing key initiatives
* Proven ability to build high level relationships with Business Partners and Executives as well as the demonstrated ability to lead, develop and influence others
* Proven people leadership experience with the ability to motivate and lead teams
* Ability to lead and collaborate with colleagues and teams working in culturally diverse environments to deliver transformational outcomes
* Ability to effectively influence various levels of management in Lines of Business and Staff Groups
* Excellent communication and analytical skills essential
* Must have strong thought leadership experience and ability to drive results
* Proven ability to provide flawless execution, manage performance, while adhering to strict deadlines
* Proven analytical and problem-solving skills
* Demonstrated track record of integrity, innovation and excellence
* Comprehensive knowledge of the Fraud industry as it relates to the credit card business including knowledge of call centre management preferred
* Bachelor's degree required

Job: Operations
Primary Location: US-Utah-Salt Lake City
Schedule: Full-time