GBS Fraud and Financial Services Manager

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

Founded in 1986, QVC (which stands for Quality, Value, Convenience) has an extraordinary 30 year track record of growth and success. Now with annual net revenues of US$8.7 billion, QVC has emerged as the world’s leading video and ecommerce retailer, with live TV broadcasts reaching more than 350 million homes worldwide. QVC’s customer-centric culture helps explain why over 90% of QVC’s annual revenues come from repeat customers – people who have come to know and trust us. And it’s a big reason QVC people are proud to work here.

Fraud&Financial Services Manager

Responsibility Summary:

Manages a staff of 4 Supervisors, 3 Quality and Training Advisors, 1 Business analyst and a team of 50 employees covering 7 days a week. Oversees the Fraud and Financial Services areas within Customer Finance by ensuring the Supervisors are monitoring daily workflows, reviewing pending work and adjusting staffing accordingly. Provides guidance to Supervisors so they can prioritize tasks effectively and ensure critical processes are completed by teams. Coaches Supervisor team and promotes teamwork through empowering and encouraging accountability. The manager is responsible for analyzing departmental data and identifying trends that affect productivity, customer resolution, Bad Debt and is tasked with responding immediately by researching changes in the process or systems to resolve issues. Escalates trends as necessary by providing details and suggestions for resolution to appropriate Senior Leaders. Provides reporting to Leaders highlighting accomplishments and predicting future challenges. Works with the Finance Support Manager to define department goals and report on progress. Develops new procedures and assignment techniques as necessary. Provides guidance and assistance in all areas of Customer Finance.

Key Accountabilities:

30% of time
Trains and develops Supervisory staff to ensure operations remain optimal. Provides guidance and assistance to Supervisory staff including long and short term goal setting. Conducts monthly meetings with each Supervisor to discuss the status of assignments and areas of concern. Holds Supervisors accountable for all aspects of their team including quality, quantity, attendance and overall performance.

30% of time
Monitors and reports on operational results through the development of reporting and statistical analysis. Prepares professional yet concise summaries for management review. Develops a strong attention to detail to spot operating trends and patterns that could be detrimental to meeting department/company goals resulting in a financial impact on the company. Communicates at all levels of the company to address these trends and patterns. Initiates discussions to resolve any issues and follows up until rectified. Works closely with Customer Service to minimize any negative customer Impact

20 % of time
Monitors labor and systems to ensure necessary tools and resources are available to meet goals. Identifies areas of process improvement and works with Supervisor team to recommend changes that will increase productivity and/or improve workflow within the department. Ensures systems issues are corrected and requested enhancements are prioritized appropriately by partnering with IT team

20 % of time
Initiates research into new products, programs and ventures in risk management and loss prevention. Leads and directs projects involving mitigation of fraud and reduction in bad

Critical Skills/Knowledge:

Ability to lead a process and make the right strategic decisions Ability to communicate fluently in both English and German is required. Being fluent in Italian and/or French is preferred as well Knowledge and understanding of fraud industry business operational concepts Excellent written and verbal communication skills Strong analytical and problem solving skills Proficient with Microsoft Office Excellent interpersonal and team building skills Bachelor’s Degree from a four year college or university required. Master’s degree preferred. 3+ years of Fraud experience and customer service experience preferred 5 years leading a team of at least 40 people required. Just as we search the globe for unique products, we’re also searching for unique individuals to join our team.

QVC offers a variety of career paths in Krakow, whether you are a recent university graduate, completing your studies, looking for the next step in your career or want to work flexible hours. With a wide range of exciting opportunities, there’s no better place to start or continue your career. (this part will later be replaced by „what we offer” once we have the benefit package confirmed)

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl