*TSYS Managed Services EMEA (TMS EMEA)*has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions.
Due to significant growth, we are recruiting for a Fraud Team Manager position to join our team on a full time, permanent basis. As a Fraud Team Manager your primary responsibility will be to ensure best practice in day to day process and people management. You will also be responsible for the teams productivity and performance and the overall management of your team.
You will have a minimum of 12 months service in a financial services Contact Centre environment and a minimum of 2 years’ experience in a managerial role.
Working 37.5 hours per week on a rotational shift basis; Monday to Sunday between the hours of 08:00 and 20:00 and will include weekend working.
*Key Responsibilities: *
* Deliver KPI’s within agreed budgets, service levels and business targets.
* Manage day to day activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLA
* Participate in regular, proactive reviews of operational processes, aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery.
* Manage business processes, such as time and attendance and ACD reporting, to ensure accurate flow of information internally and externally.
* Ensure training and development plans are maintained for all team members.
* Use Company methodology, team input and own initiative to ensure attendance and retention targets are achieved and in line with industry standards for excellence.
* Manage the team with a fair and consistent approach
* Manage staff against agreed internal quality targets.
* Use agreed company methodology and processes to ensure full internal and client audit trail is maintained.
* Keep abreast of developments in the Contact Centre industry and the client industry sector with a view to assimilating new ideas and keeping abreast of best-practice methodology.
* Input to and maintain a quality management system.
* Support the Operations Manager to highlight operational risks and areas for improvement
* Act as a point of escalation for customers, managing complaints with minimal support
* Report up-line any potential or actual operational risks in a timely and accurate fashion.
* Support Operations Manager to develop and prepare contingency plans.
* Supervise all team quality monitoring so that all agreed quality targets are met and exceeded
*The ideal candidate will have:*
* At least 24 months management experience within a Contact Centre environment
* Previous experience within fraud
* Credit card Customer Services experience or Credit card Fraud experience or Credit card Collections experience
* Up to date knowledge on current compliance and regulations
* Excellent coaching, communication and negotiation skills
* Excellent planning and organisation skills
* Industry, organization and job knowledge
* Integrity, respect, honesty and responsibility
* Strong leadership skills
* Energy
*Team Manager Benefits:*
As well as a competitive salary, and a fast paced, fun working environment this role comes with the following benefits –
* 26 days holiday (With the option to buy/sell an additional 5 days)
* Limited free on-site parking
* Peoples Pension scheme
* On-site canteen
* Eye Care Vouchers
* Discounted gym membership
* MediCash Plan (On completion of 4 month service)
* If you are passionate about putting customers first, are motivational, inspirational, and results driven with a passion to succeed then click
*APPLY NOW* to become our *Contact Centre Fraud Team Manager!*
_Please note, all successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process._
TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Job Types: Full-time, Permanent
Salary: £25,000.00-£30,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Free flu jabs
* Free parking
* Gym membership
* Life insurance
* On-site parking
* Private medical insurance
* Referral programme
* Sick pay
Work Location: In person