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Walmart Canada · 2 months ago

Manager of Risk Operations Contact Center

Bellevue, WA

Full-time

Onsite

Mid, Senior Level

4+ years exp

Walmart Canada is seeking a highly motivated Risk Operations Manager to lead their dynamic team in maintaining daily operations and upholding high-performance standards. This role involves collaborating with senior leadership and cross-functional teams to implement effective risk management processes and ensure team productivity.

DeliveryRetailShopping

Responsibilities

Stay ahead of emerging fraud trends by identifying and implementing updates to risk management processes. Provide direction on necessary operational adjustments to mitigate risk effectively

Monitor and action against established service level agreements and resolution accuracy and quality. Ensure that team is staffed correctly by monitoring case volume and partnering with Workforce Management. Adjust daily work assignments to meet business needs and monitor and approve team schedule changes and requests for time off in accordance with company policies and procedures. Manage audit processes to ensure decision accuracy and policy enforcement

Ensures team productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring resolution specialists and support leads are supported. Conduct service reviews and delegating work while overseeing its completion. Creating development and improvement strategies for the team while providing direction to leadership on adjusting work environment and tasks. Promoting processes that support associate and customer satisfaction, and reporting areas of associate concern to risk operations management

Resolve escalated contacts by verifying and determining escalation needs for issues while providing direction for handling sensitive contacts. This includes: identifying root cause, impact on business, and key resolution partners for escalated issues; determining resolution options; implementing, or influencing other departments to implement, resolutions; responding to ad hoc requests for information on escalated contact situations; and partnering with key stakeholders to support corporate resolution or action plan

Collect, analyze, and report on risk-related data to identify trends and potential threats. Utilize insights to enhance fraud prevention and mitigate financial, reputational, and operational risks

Act as a liaison between Risk Operations and key stakeholders, including Business Development, Legal, Product, Engineering, Account Management, and Executive Teams, to align risk strategies with business objectives

Partner with product teams to support new initiative rollouts, conduct User Acceptance Testing (UAT), identify system bugs, and recommend enhancements to improve risk operations efficiency

Qualification

Risk Operations ManagementData AnalysisLeadershipFraud PreventionPerformance ManagementComplianceCustomer ServiceCoachingDevelopmentQuality ManagementContinuous ImprovementEmployee EngagementTechnology ProficiencyCommunicationProblem-solvingAdaptabilityTime ManagementCollaboration

Required

Proven experience in risk operations, fraud prevention, or a related field and leading large operational teams

Strong leadership skills with experience in coaching, performance management, and team development

Ability to analyze data, identify trends, and implement process improvements

Excellent communication skills to collaborate with cross-functional teams and senior leadership

Adaptability to a fast-paced and evolving risk environment

Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 2 years' experience in retail management, business, technology, communications, or related area

Option 2: 4 years' experience in business, technology, communications, or related area

1 year's supervisory experience

3 years' experience in customer service/contact center or related area