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职责描述: The Fraud operations Customer Experience Manager will work , review and recommend changes to the existing policies and procedures from customer experience standpoint. They role holder will be responsible to understand the customer cycle within risk function and recommend changes to impact the overall journey positively. They would act as the change champions to embed customer centric culture within the existing processes by leveraging existing platforms. Their primary responsibility would include understanding customer psychology through interactions and available MI and then transform the scheme of work to suit the operational and customer needs. 1. Continually review and evolve fraud operation processes from customer journey stand point, oversee and recommend strategies to improve the same. 2. Deliver change initiatives identified internally or from external good practice to support these improvements. 3. Handle complaint cases referred by internal and external parties including Fraud Mitigation Strategy, Customer Relations, Chargeback, Business etc. 4. Review, challenge and streamline existing policies and procedures to improve customer experience. 5. Understand customer psychology, provide analysis and derive action plans to drive customer satisfaction. 6. Be the SME for primary Fraud operations initiatives - Customer Engagement Model. 7. Implements and monitors improved governance, standardized process and procedures. 8. Able to understand the MI from existing reports and derive solutions to improve performance around the same. 9. Create and provide information and training on initiatives and changes. This will include training but not limited to, initiatives in fraud opeartions, customer engagement model. 10. Understands the importance of Customer Experience within the process and recommends coaching/training opportunities to Operations. 11. Collate and analyze customer expressions of dissatisfaction and complaints and come up with strategies to improve the same. 12. Utilize customer and stakeholder feedback from various channels to build initiatives which drive high quality customer service. 13. Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements. 14. Works with relevant stakeholders to develop solutions to meet customer changing expectations. 任职要求: 1. Diploma or degree in any discipline or relevant work experience commencement with the position. 2. Experience in a processing environment. 3. Experience in fraud prevention and fraud investigation environment. 4. Able to analyze and read MI to derive observations and work on plan of actions accordingly. 5. Challenges all processes that impact our customers receiving the best possible experience. 6. Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements. 7. Leads the development of new solutions to meet customer's changing expectations. 8. Works or has worked in a customer management role9.Works or has worked in specialized teams with an experience on the key activities description. 9. Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners.