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Purpose
Contributes to the overall success of the Department ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Reporting to the Senior Manager, Fraud Governance & Internal control, this role leads the Fraud QA team in GBS Bogota and is accountable for ensuring established KPI and service levels are met, activities are executed as scheduled, providing coaching and managing performance of direct reports.
Accountabilities
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Provides direction and support to the Quality Assurance team to ensure the team meets all business requirements that are aligned with agreed to service level agreements and that the team contributes to achieving optimal fraud outcomes by ensuring all policies, procedures, authority limits are followed and that Advisors are providing a positive customer experience.
- Ensures case quality assurance standards are maintained up to date in keeping with established and evolving standards, regulatory requirements, processes and procedures for a wide range of fraud case types.
- Leads regular team meetings to ensure that expectations which include accountabilities, objectives, goals are effectively communicated and monitored for all direct reports.
- Develops the Quality Assurance Analysts ensuring that adequate strategies and plans to recruit, train employees to enhance skills, knowledge and abilities of the team are in place.
- Ensures all reporting, tracking and other forms of documentation are completed in a timely basis and when necessary support in compliance and audit reviews.
- Responsible for the effective delivery of in
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