Manager - Escalations, Registration & Compliance
We believe every day is still day one. We're working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people.
This role offers the chance to make history by joining Registration and Compliance (R&C) Escalations Team. You'll be a part of the R&C Shared Services organisation, leading our escalations team as an Escalation Manager.
Key Responsibilities:
* Lead a team of executive escalation specialists and managers in Europe, India, and San Jose.
* Manage individual and team performance expectations and goals, maintaining service levels and holding the team accountable to meet and exceed performance targets.
* Support your team in conducting highly sensitive Escalation investigations, ensuring high-quality standards for non-compliance findings, root cause analysis, and corrective and preventative recommendations.
* Support narrative write-ups requested by executives and stakeholders.
* Lead continuous improvement projects and drive standardization in procedure across geographies and organisations, collaborating with key partners.
* Lead performance and business reviews for the escalations program.
A Day in the Life:
The primary role is to provide leadership and guidance to teams under supervision, manage front line managers and escalation specialists to achieve program goals, while working closely with Global Process Owners (GPOs), Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.
BASIC QUALIFICATIONS
* Bachelor's degree or equivalent.
* Extensive relevant industry experience (5+ years) across operations, risk, fraud investigations and/or compliance.
* 2+ years of supervisory experience.
* Project management experience.
* Advanced working knowledge of MS Office (esp. MS Excel, Word).
* English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business.
* Analytical aptitude, including the ability to mine and analyse large, complex data sets.
PREFERRED QUALIFICATIONS
* Six Sigma Lean, green belt certified or equivalent working experience.
* Advanced qualifications such as MBA would be advantageous.