Supervisor, Fraud Operations (Midday Shift)

To plan, supervise and direct the functions of a fraud operations team which includes ensuring the protection of Navy Federal members Personally Identifiable Information, accounts, assets, and controlling and mitigating financial loss. Establish incident response standards and key performance indicators to measure effectiveness/capture of security incidents, processes and methodologies for preventative and investigative actions. Support management in developing and executing strategic plans. Act as Assistant Manager in the incumbent's absence. The work hours for this role are Monday - Friday, 1:00 pm - 9:30 pm ET.

• Supervise operations to ensure branch objectives, production goals, standards, and strategies are implemented and achieved
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Oversee monitoring of fraud warning queues to ensure functionality and effectiveness of transaction detection rules
• Supervise the approval/review/resolution of fraud investigations conducted by investigative staff of alleged loss of NFCU's assets
• Ensure that work quality, work methods, procedures, processes, and production statistics meet business goals and standards of member service by performing quality control audits
• Review fraud investigation cases involving high dollar impact (up to $25,000) and take appropriate action; review cases involving high dollar impact ($25,000 +); forward to management with recommended course of action
• Ensure effective management of projects from inception through implementation
• Build partnerships and promote cross functional collaboration with business units to ensure analysis and solutions support more effective fraud prevention programs, align with strategic business initiatives and achieve desired objectives
• Monitor key performance indicators, determine gaps in performance metrics, and recommend changes to management
• Collaborate with business partners to create key performance metrics that provide insight on key trends impacting performance in various functional areas
• Conduct quantitative research and analysis related to current and proposed future business processes
• Synthesize research and findings; conduct root cause analyses of ineffective/inefficient processes; recommend and implement changes for improvement
• Provide recommendations to management regarding new or updated fraud policies and procedures and changes to fraud detection systems
• Maintain knowledge of applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Serve on teams and task groups for projects/initiatives within the business unit &/or across the organization
• Perform other duties as assigned

• Working knowledge of applicable federal and state laws, rules and regulations
• Working knowledge of IT systems, infrastructures, processes, fraud strategies
• Working knowledge of financial institution threat landscape, and current security technologies
• Working knowledge of fraud and loss mitigation investigative procedures
• Experience supervising and/or leading employees, preferably in a large financial institution
• Experience working with all levels of staff, management, stakeholders, vendors
• Experience managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Working knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Working knowledge of change management principles and practices
• Experience collaborating across organizational boundaries and building partnerships across functions
• Effective skill developing and implementing programs in a leadership role
• Effective skill identifying and analyzing business requirements and recommending solutions
• Effective skill presenting findings, conclusions, alternatives and information clearly and concisely
• Effective skill building effective relationships through rapport, trust, diplomacy and tact
• Effective skill producing desired results to achieve goals and objectives
• Effective analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Effective skill managing multiple priorities independently and/or in a team environment to achieve goals
• Effective planning, organizational and time management skills
• Effective research, analysis and problem solving skills
• Advanced verbal and written communication skills
• Effective database, word processing, presentation, and sprea