Remote Operations Manager Jobs in Rochester, NY (NOW HIRING)

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This position is remote eligible for up to 40% of the time. The shift is typically Monday - Friday between the hours of 7:00am - 7:30pm. The ability to be on-call 24x7x365 is required dependent on business need.

ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

Starting Pay: $101,852  Pay Range: $90,108 - $113,596

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

This position is accountable for engaging, developing and supporting the Fraud Operations team, while ensuring the daily operational activities of the department are completed effectively, within mandated deadlines and in compliance with applicable regulations.   In addition, this position is also responsible for meeting coaching expectations based on our published “Coaching Standards and Guidelines” as well as providing operational support to the Fraud Investigation Analyst and Fraud Managers as needed.  The ability to participate in corporate projects, corporate procedure revisions and to perform system testing as a subject matter expert may also be required.

Select, motivate, develop, and recognize a competent staff to meet the current and future needs of the team and department

• Foster an employee-oriented team culture that emphasizes quality, continuous improvement, high performance, and customer service
• Schedules, coordinates, monitors and oversees all daily operational functions and direction of the fraud prevention specialists and investigators
• Clearly communicate with all internal and external customers and employees to proactively address areas of opportunity
• Drafts and presents risk reports and proposals to executive leadership and senior staff
• Uncover performance opportunities and presents strategic action plans to department manager for approval and execution
• Analyze workflow volumes to ensure appropriate level of staffing is in place to maintain the operational activities of the department
• Establishes policies and procedures to identify and address risks in the organizations services and departments
• Support the Performance Management Process - Conduct 1:1’s, review / create Performance and Improvement plans. Complete Performance Appraisals and participate in Merit and EIP recommendations
• Utilize ESL’s rewards & recognition system appropriately
• Responsible for ensuring internal compliance, audit and security controls are maintained
• Review vendor reporting

Identifies, develops, coordinates and implements process improvements to maximize efficiency while maintaining strong member focus including all aspects of departmental processes

Monitor and ensures operational effectiveness is maximized

• Collaborate with other departments that the Fraud Prevention & Investigation team supports to ensure we are continually meeting expectations
• Provide oversight to ensure team’s work is reviewed for accuracy as deemed appropriate and handle escalation issues
• Performing a risk assessments to evaluate the departments awareness and response to mitigating risk and loss
• Identify and address cause of operational issues – taking necessary steps to prevent problems from recurring

Corporate and local project participation as subject matter expert

Provide backup support to the Fraud Operations Administrator and Manager as needed

• Bachelor's degree or 4 years of directly related experience required
• In addition, minimum of 5 years in a supervisory and/or leadership capacity
• Extensive experiencing in resolving conflict, conducting investigations/interviews while maintaining composure
• Excellent experience in coaching, training and developing employee, customer and vendor relationships
• Excellent interpersonal and relationship building skills
• Excellent verbal and written communication skills
• Excellent analytical/problem solving skills
• Proficient in PC applications – Word, Excel and Power Point
• Ability to calmly and efficiently work in a fast paced environment using data at hand to problem solve
• Demonstrate teamwork behaviors
• Demonstrates alignment with ESL’s Core Values, mission, vision, and purpose to help our community thrive and prosper

• At least 7 years of supervisory experience preferred
• At least 5 years of fraud, risk management, or operational experience at a financial institution preferred

We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

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