Fraud/Complaints Contact Center Manager

Job Title: Fraud/Complaints Contact Center Manager (CCM) (Senior Operations Manager)

Department: Operations

Management Responsibility for: Assistant Contact Centre Managers (ACCM)

Reports to: VP / Director of Delivery

Location: Site-Based or Working at Home

Contract Type: TBC

Grade: TBC

Job Summary / Overview

The Fraud/Complaints CCM is the manager of the call center staff (around 200 or more), premises, operations and their relationship with the Clients as appropriate, for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH).

In Complaints you will manage the LOB through your operations manager. You must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience.

With our Fraud telephony lines, you will manage an LOB through your operations manager and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements.

Key Responsibilities and Accountabilities(may perform other duties as requested not specifically addressed in this document)

• Manages a campaign or campaigns of around 200 staff or more
• Manages and is responsible for day-to-day activities of one or more unit of operations
• Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved
• Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations
• Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts
• Manage the daily/weekly/monthly P&L
• Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT
• Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis
• Spends time on floor to audit current procedures to monitor and improve efficiency of operations
• Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day
• Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
• Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
• Participate in monthly and quarterly ATAC meetings
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate
• Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities
• Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation
• Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support
• Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site
• Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues.
• Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas
• Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations
• Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services
• Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures
• Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales)

Work Experience

• Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service
• Minimum 2 years' experience of fraud management in a regulated financial services environment
• Experience of managing a large operation of 200+ people
• Experience of outsourcing preferable

Special Certifications

• Lean Six Sigma certification at Green Belt level, preferred -

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred

Competencies and Specific Skills

• Achievement oriented
• Superior analytical ability
• Superior communication skills
• Robust and commercially balanced decision-making
• Flexibility
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organizing
• Lead by example / integrity
• Problem Solving
• Employee & Client satisfaction orientated
• Self-motivated and can motivate others
• Highly advanced team building skills
• Strategic and commercial thinker
• High levels of resilience and focus
• Coaching focus
• Advanced facilitation & presentation skills
• Advanced project management skills
• Advanced change management skills
• Advanced KPI knowledge and understanding
• Commercially astute
• Driven to succeed
• Continuous improvement mindset