Senior Director – Operations

Senior Director – Operations

Requirements

• 10+ years of progressive management experience in operations functions.
• Operations Expert – proven track record of managing large teams. Proven ability to drive operational transformation which enables more effective and efficient processing.
• Prior experience managing outsourced operations is required.
• Hands-on leader who goes deep with their team and is process-oriented.
• Must have strong experience in disputes/chargeback and risk operations domains.
• Experience operating within regulatory frameworks such as Reg E, Reg Z, FCRA, UDAAP, NACHA, other regs is a must.
• Exceptional written and oral communication skills.
• Exceptional people leader and collaborator.
• Undergraduate Degree is required.

Responsibilities

• Define, develop, deliver, and manage key business processes for customer support, dispute/chargeback, and risk management manual workflows.
• Recruit, develop, and lead an operations team and offshore support teams to drive company and role objectives.
• Oversee disputes/chargeback processing, ensuring compliance and delivery within SLAs.
• Oversee back office risk operations, including areas like KYC and high risk transactions reviews.
• Ensure the highest standard of customer care is delivered, including managing delivery against response time, customer satisfaction, quality scores, and other core KPI targets.
• Develops and maintains procedures for all key workflows, including documentation of non-manual processing in partnership with strategy functions.
• Owns continuous improvement of manual processing, including hiring / profile strategy(s), QA oversight and delivery, talent management including agent scorecards, coaching, and performance management, and six sigma process improvement.
• Interface with bank partners and conduct/own key compliance items such as 1LOD testing, audit/exam responses, controls improvements, and relevant complaints response.
• Owns BPO relationship(s) including driving strategic footprint, ensuring strong weekly/daily vendor output, and managing BPO costs.
• Partners with Operations Analytics teams to ensure we efficiently meet peak volume periods and achieve KPIs across all support channels/queues.
• Surfaces opportunities for more effective and efficient processing; partners with servicing strategy teams on business case and delivery (as needed).

Preferred Qualifications

No preferred qualifications provided.