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Director, Inbound Fraud
Location:
Toronto
Description:
Requisition ID: 182116 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Purpose Leads and oversees the Inbound Fraud Teams in Canada, Bogota and Dominican Republic ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. Accountabilities • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge. • Provides overall leadership and performance management of the Inbound Fraud Team Operations which operates 24x7/365 days, accountable for effective and timely management of incoming calls related to fraud incidents inquiries for the Canadian Retail and Commercial portfolios across a variety of products, including Credit Cards, Debit Cards and digital channel products (such as Interac EMT), as well as support for customers following up on fraud claims • In conjunction with the VP and senior leadership team, responsible for the long-term strategic direction of the business line • Takes a leadership role in pursuing strategies to improve customer experience, fraud losses, operational efficiencies and organizational effectiveness • Partners with the senior leadership team to establish and maintain metrics for measuring, evaluating and benchmarking quality performance, customer satisfaction; responsible for ensuring achievement of customer NPS and operational KPIs • Responsible for achievement of business plan & Inbound Fraud Team objectives as negotiated • Responsible for effective HR management of a large unit, development of a strong management team and maintaining a high level of employee engagement • Builds strategic relationships and key partnerships both internally and externally • Partner with key stakeholders to ensure effective resolution of customer concerns and issues related to actions taken on their accounts. Visit ListedBuy for more information.
Company:
Scotiabank
Posted:
April 23 on ListedBuy
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More About this Listing: Director, Inbound Fraud
Director, Inbound Fraud is a Executive Director Job at Scotiabank located in United States. Find other listings like Director, Inbound Fraud by searching Oodle for Executive Director Jobs.
Director, Inbound Fraud is a Executive Director Job at Scotiabank located in United States. Find other listings like Director, Inbound Fraud by searching Oodle for Executive Director Jobs.