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Fraud & Claims Operations Director

3 months ago

Chennai, Tamil Nadu, India WELLS FARGO BANK Full time
Summary:

Operations: This position is within the Fraud & Claims Management (FCM) function and is responsible to lead Production teams supporting back-office processes with Loss Recovery & Operations (LRO) based out of Chennai, India. This role will require working closely with senior leaders within FCM, and the divisions within FCM/LRO, US as well as leaders in Manila, Philippines. Activities within the Production teams include managing day -to day production, stakeholder management, business metrics, and focus on continuous improvement. The position reports to the Senior leader managing key Consumer Operations functions based in India. This position will have dotted line to functional leaders in FCM/LRO Operations in the US. Incumbent is expected to manage highly matrixed organization and partner with various business leaders across the enterprise.

Key Responsibilities:
  • Lead operations team consisting of ~ 200 to 250 Loss Recovery & Operations Specialist.
  • Prior experience in Reconciliation, GL Outage, Etran application knowledge
  • Manages and reconciles settlement process for end-to-end claim life cycle
  • Analyze cases and process charge-offs for losses
  • Track Loss forecasting v/s actual for FCM Debit Card Claims
  • Providing claims insight to detect potential customer abuse, insight on pay rates, and opportunities for improvement of thresholds
  • Responsible for overall direction, coordination and evaluation of operations, which includes management of daily activities within stipulated timeframe, daily reconciliations and performing departmental procedures as required by various business groups.
  • Drive results through strategy, demonstrate ability for budget forecasting and managing within budgets.
  • Build on the existing strong risk management foundation by driving programs to automate controls, establish inner and outer boundaries for impacts due to risk events.
  • Manage system testing and implementation of product changes in collaboration with key stakeholders to enhance overall platform capabilities.
  • Review existing process in detail to identify inherent risks and work with key stakeholders to incorporate controls (both manual and systematic) to enhance overall effectiveness of systems.
  • Engage with business partners at a strategic level, including conceptualizing, agreeing and driving initiatives which adds value to the business.
  • Focus on driving continuous improvement and innovation. Must be able to drive and demonstrate true results impacting business outcomes.
  • Enhance overall performance of the team by leveraging operational performance metrics, historical results to drive overall efficiency.
  • Must have experience working with senior leaders across other functions such as Analytics, technology, finance, and strategy to drive results.
  • Build resiliency across process to ensure continuous operations with multi location strategy.
  • Effectively manage talent using the talent planning tools and coaching team members to operate at higher level of dimensionality.
  • Drive engagement culture and enable talent retention. Effectively use Rewards and Recognition to motivate staff and encourage performance.
  • Manage and develop multiple teams and functions, guiding managers and professionals, with focus on delivering end to end customer service
  • Interpret and develop range of strategic direction, policies, and guidelines
  • Work with Business leaders, key stakeholders, internal partners, managers, and executives across levels
  • Manage allocation of people and financial resources in support of business priorities
Required Qualifications:
  • Required to have a higher level of degree in Business, Accounting or Finance
  • 15 to 20 years of experience, of which at least 7 years of experience is in a senior leadership role with demonstrated proficiency in managing a mid to large functions with teams in India.
  • Significant experience in recruiting and developing talent as well as building high performing teams.
  • Strong track record of building and successfully operating large call center functions, specifically focused on consumer/ retail operations.
  • Experience within the Fraud/ disputes domain will be an added advantage.
  • Strong track record of transformation, including experience in driving global projects which leads to change across business segments.
  • 5 to 7 years in a GIC / GCC environment working in a matrix organization.
  • Adept at embracing changes and converting them into opportunities for the group.
  • Strong organizational and project management skills with demonstrated ability to manage Expectations and deliver on commitments.
  • Strong executive presence with ability to engage / build relationship with senior leaders and influence outcomes.
  • Job location - Chennai
Other Qualifications:
  • Leadership experience in a captive of international banks will be advantageous
  • Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
  • A seasoned, relationship-driven executive who will have the style and sensitivity to work within a highly complex business environment. Multi-cultural sensitivity a must.
  • Consultative in approach, understanding and anticipating business needs and proactively delivering solutions
  • Good understanding of Six Sigma, Lean, etc. and a track record of continuous improvement through usage of the above quality tools will be advantageous.
Shift - 1:30 PM to 10:30 PM

Location - Chennai

Posting End Date:
6 Jun 2024
*Job posting may come down early due to volume of applicants.

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