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Ops Sr Section Manager - Fraud Operations Quality Assurance Job in Cleveland, Ohio US

Job Summary

Company: KeyBank NA
Location: Cleveland, OH
Industries: Government and Military
Job Type: Full Time; Employee
Years of Experience: 2+ to 5 Years
Job Reference Code: 78241834

Ops Sr Section Manager - Fraud Operations Quality Assurance

About the Job

Location:
For Those Who Work At Home - Various, Ohio 44145

Remote Work Location

Job Brief:

Works under the guidance of the Director, Fraud Operations to improve overall fraud operations quality oversight. This independent fraud subject matter expert and leader will maintain/build on the Quality Assurance program across all Fraud Operations ensuring a consistent approach across testing scenarios, documentation of reviews, feedback loop to teammates, and test sampling strategy. Candidate may be required to create/update programs based on procedural changes or new processes, to fit the unique needs for controls, controls testing, and process risk analysis. Will serve in a consultative role providing guidance on best practices and procedures as a result knowledge/experience with the regulations are required.

Essential Job Functions:

Works autonomously and possesses depth and breadth of expertise to build out/enhance Quality Assurance program that will span across Detection (card and non-card), Disputes, and Case Analysis, Corporate Investigations
Manage the Quality Assurance team to clear goals and expectations; ensure Quality Assurance analysts are properly documenting reviews, following up with leaders on coaching opportunities, ensuring robust documentation at every step of the review
Strong attention to detail, process, and consistency
Use project management skills to lead and drive the completion of various tasks
Partner, communicate, and negotiate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.
Excellent written and verbal communication skills-ability to interact with all levels of leadership, as well as 2nd and 3rd line of defense-present in regulatory exams, build presentations (Microsoft Suite-Excel, Word, Power Point proficient)
Self starter who can initiate dialogue with EFS managers, Compliance, RRG, REA for consult
Serve as a "trusted advisor" who develops and maintains strong relationships with both internal and external stakeholders (Fraud Operations partners, technology, compliance, etc.) in order to lead and influence leaders on quality concerns
Ability to continue the building of the Quality Assurance team, develop procedures, standards, feedback loop required to ensure consistent quality in Fraud Operations; end-to-end program will be subject to significant external review for comprehensiveness in design to catch and remediate quality concerns

Required Qualifications:

5+ years' experience in 1st or 2nd line fraud risk, financial services experience, or similar industry experience
High school diploma, college degree preferred
1st or 2nd line Fraud Operations experience in Deposit/Payments, Card, and/or Fraud Case creation
Strong attention to detail to identify anomalies in business processing
Broad understanding across Fraud Operations
Independent/self-starter who can successfully interact, negotiate and maintain a positive relationship with EFS leaders, 2nd line, and 3rd line of defense
Demonstrate and maintain familiarity of industry trends and practices in operational area, Risk Management, Compliance, and Operations
Assist in developing reporting and metrics to measure performance and effectiveness of the QA team
Experience managing a team or complex process

Preferred Qualifications:

At least 3 years Quality Review experience, managing/supervising a team in this type of environment
Ability to independently lead based on broad industry experience

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $70,000 to $85,000 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click for a list of benefits for which this position is eligible.

Please click for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

Job Posting Expiration Date: 02/23/2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing .

#LI-Remote

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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