Strategic Process Improvement Manager for Payment Fraud Solutions

1 day ago


Bengaluru, Karnataka, India myGwork Full time

About myGwork

myGwork is an inclusive employer and a member of the largest global platform for the LGBTQ+ business community. We strive to create a trusted marketplace where customers can safely transact online.

Job Description

We are seeking a Senior Program Manager who is passionate about process and systemic improvement initiatives in the Payments Fraud space to reduce defects and improve experience for our customers. The PM will be responsible for building out mechanisms to improve customer satisfaction and integrate techniques into the Payment Risk business unit.

Responsibilities

  • Gather requirements, document functional specifications, identify stakeholders and process partners, identify defects and gaps, contribute cross-functional solutions, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks and make tradeoffs.
  • Conduct customer research, identify gaps in product/experience offering, and design solutions that address unmet customer needs.
  • Drive product awareness and adoption: Identify opportunities and support program improvements.

Reporting

  • Deliver progress of multiple projects providing regular updates to senior leadership.
  • Monitor and report risks with actionable insights; anticipate and resolve roadblocks.
  • Provide strategic recommendations to leadership to proactively address systemic issues.

Results & Accountability

  • Challenge assumptions of why a process or service failed; ask the tough questions to get to the root of the problem.
  • Commitment towards goals and outcomes and to ensure completion within established timeframes.
  • Clears blockers, escalates appropriately.

Collaboration and Team Management

  • Manage partner relations, performance and customer experience, set objectives and success criteria, and drive towards operational excellence.
  • Partners with global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects.
  • Collaborate to refine and improve the workflow between teams, ensuring timelines are met on all sides.

The ideal candidate will have 5+ years of program or project management experience, using data and metrics to determine and drive improvements. They should also have experience owning program strategy, end-to-end delivery, and communicating results to senior leadership. An estimated salary for this role is around $120,000 per year, based on national averages for similar positions.



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