Fraud Team Manager

We are currently looking for a Fraud Team Manager to join our busy and energetic team based in Milton Keynes. You will join us on a full time, permanent basis and in return, we are offering a competitive salary plus excellent benefits. TSYS Managed Services EMEA has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions. We operate from two UK locations, Milton Keynes and Coventry, and from Barneveld in the Netherlands. As our Fraud Team Manager ,your primary responsibility will be to ensure best practice in day to day process and people management. You will also be responsible for the teams productivity and performance and the overall management of your team. Benefits of joining us: As well as a competitive salary, and a fast paced, fun working environment this role comes with the following benefits; - 29 days holiday (With the option to buy/sell an additional 5 days) - Limited free on-site parking - Peoples Pension scheme - On-site canteen - Discounted gym membership - MediCash Plan (On completion of 4 month service) Key duties and responsibilities of our Fraud Team Manager: - Deliver KPI’s within agreed budgets, service levels and business targets. - Manage day to day activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLA - Participate in regular, proactive reviews of operational processes, aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery. - Manage business processes, such as time and attendance and ACD reporting, to ensure accurate flow of information internally and externally. - Ensure training and development plans are maintained for all team members. - Use Company methodology, team input and own initiative to ensure attendance and retention targets are achieved and in line with industry standards for excellence. - Manage staff against agreed internal quality targets. - Keep abreast of developments in the Contact Centre industry and the client industry sector. - Input to and maintain a quality management system. - Support the Operations Manager to highlight operational risks and areas for improvement - Act as a point of escalation for customers, managing complaints with minimal support - Report up-line any potential or actual operational risks in a timely and accurate fashion. - Support Operations Manager to develop and prepare contingency plans. - Supervise all team quality monitoring so that all agreed quality targets are met and exceeded. This is not an exhaustive list of your duties. Our ideal Fraud Team Manager will have: - At least 12 months management experience in a Contact Centre environment - Previous experience in the financial services industry - Credit card Customer Services experience or Credit card Fraud experience or Credit card Collections experience - Up to date knowledge on current compliance and regulations - Excellent coaching, communication and negotiation skills - Excellent planning and organisation skills - Industry, organization and job knowledge - Integrity, respect, honesty and responsibility - Strong leadership skills If you are results driven with a passion to succeed then click APPLY now to become our next Fraud Team Manager . All successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process. TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.