Job Ref: 215323903

Date: 2021-12-06 11:48:22

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We are currently looking for a Fraud Operations Manager to join our team in Milton Keynes. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary plus great benefits.

Tsys Managed Services (TMS) offer financial solutions in the form of customer service, through our outsource contact centres on behalf of Banking and Building Societies in the UK and Europe such as Nationwide, Virgin Money, Metro Bank and many more. We are part of a larger worldwide organisation called Global Payments who operate in over 80 countries worldwide offering payment solutions.

Benefits of joining us:

As well as a competitive salary, and a fast-paced, fun working environment this role comes with the following benefits:

Life Insurance – x1 Salary (Can be increased to x4 at additional cost)

MediCash Health Care Plan

Pension (Employee 5% – Company 3% contributions)

26 Days Annual Leave + Bank Holidays (Rising to 30 days with continuous service)

Option to buy or sell additional leave

Enhanced Sick Pay – 13 Weeks full pay after 12 months service / 26 Weeks Full pay after 24 months service

Cycle to work scheme

Maternity & Adoption Pay – (12 Weeks Full Pay – after 26 weeks in employment)

Paternity Leave (2 Weeks Full Pay – after 26 weeks in employment)

Shared Parental Leave – (12 Weeks Full Pay – after 26 weeks in employment)

Bereavement Leave – (5 Days Leave at Full Pay)

Dependant Leave – (2 Days at Full Pay)

Onsite Park

Subsidised Canteen

About the role:

As our Fraud Operations Manager, you will manage the departmental operations for the call centre. You’ll interact with client leadership and oversee the efficiency/quality of monitoring call volumes, ensuring Service Level Agreements are maintained.

Main responsibilities as our Fraud Operations Manager:

Monitoring and evaluating the effectiveness of all aspects of a Contact Centre and/or off phone environments

Conducting training for customer service processes for team members, clients and merchants

Participating in weekly client calls to discuss upcoming marketing events, outstanding issues or any other topics pertaining to applicable areas

Monitoring Quality Assurance and Productivity – Conducting regular quality samples for each team and providing feedback/counselling as needed to ensure they are meeting established quality standards

Adhering to an annual budget that utilises available resources while maintaining client performance standards and company profit guidelines

Monitoring vendor communications and taking appropriate actions

Creating daily reporting of customer escalations

Participating in product development and implementation support

Our ideal Fraud Operations Manager will have:

A bachelor’s degree

The candidate would need to demonstrate considerable experience within an Operational Fraud environment

Relevant experience or a degree in a related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered

Typically a minimum of 6 years’ experience

Related professional experience and preferably a minimum of 1-2 years’ experience in a supervisory position

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 next Fraud Operations Manager.

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

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