Fraud Investigations Team Manager

2 months ago


Birmingham, Birmingham, United Kingdom Goldman Sachs Full time
Fraud Investigations Team Manager

At Goldman Sachs, we're committed to fostering a culture of integrity and excellence. As a Fraud Investigations Team Manager, you'll play a critical role in leading our team of Fraud Specialists in identifying and preventing fraudulent activity.

Key Responsibilities:
  • Lead and motivate a team of 12-15 Fraud Specialists to achieve expected KPIs.
  • Develop and implement fraud prevention strategies using data-driven insights.
  • Collaborate with management teams and customer support agents to maintain day-to-day fraud procedures and controls.
  • Investigate potential sources of fraud and develop process enhancements to maximize efficiency of fraud detection activities.
  • Review established detection system-generated alerts to identify fraudulent activity.
  • Support peers to ensure consistency in leadership across all front-line teams.
Requirements:
  • Previous experience in managing a Fraud Investigations team.
  • Demonstrable experience in coaching teams to achieve expected KPIs using recognized coaching models.
  • Ability to create a positive team working environment that supports the retention and development of great customer service agents.
  • Excellent communication skills, able to set clear performance goals and inspire direct reports to achieve these.
  • Strong understanding of contact centre metrics and proven track record of achieving these.
About Goldman Sachs

At Goldman Sachs, we commit our people, capital, and ideas to help our clients, shareholders, and the communities we serve to grow. We believe who you are makes you better at what you do, and we're committed to fostering and advancing diversity and inclusion in our own workplace and beyond.



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