FLEX Manager - Loyalty Program Risk

This is a temporary position.   

The Manager, Loyalty Program Risk, supports the broader Loyalty Program Risk team which is tasked with ensuring the integrity of the Loyalty program and mitigating financial fraud loss. This role focuses on safeguarding the integrity of the Loyalty and Marriott Gift Card programs by identifying, preventing and remediating fraudulent activities. 

The manager will support workload allocation, process enhancement, customer reported fraud, loyalty partnership fraud and overall reporting. 

Proactive collaboration with leaders across Marriott disciplines, including Internal Audit, Legal, Risk Management, Customer Care, Operations, Finance, and GT (Global Technology) is required.  Additionally, the role engages with a growing list of Bonvoy partners, such as airlines, bank partners, and online commerce platforms.

The team leads efforts to establish and continuously evaluate fraud identification processes. This involves developing protocols to detect and prevent fraudulent behavior. Documented Standard Operating Procedures (SOPs) guide the team’s actions, ensuring consistency and effectiveness.

 

EXPECTED CONTRIBUTIONS

                      

• Support key initiative and project workstreams that minimize financial loss and mitigate fraud, including, among other programs, account security enhancements, that require critical thinking and collaboration with internal partners in technology, security, digital and loyalty.
• Manage workload assignment and effectiveness.
• Manage inbound caseload supporting Marriott Gift Card fraud.
• Support Member abuse caseload documentation and remediation. 
• Manage and mitigate loyalty program risk related to external partnerships. 
• Establish and enhance repeatable and scalable processes and protocols.  Ensure proper system controls and guardrails.
• Reinforce and foster the evolution of Member reporting processes and protocols including portal and other channels.
• Manage continuous evaluation of team processes, as well as controls in place to monitor and mitigate program abuse in support of the evolution and growth of the Loyalty program and risk environment.
• Develop & support overall loyalty fraud related analytics, and reporting.  Identify key data, use case criteria and partner in the creation, testing and update of risk targeted database sourced alert reporting. 
• Manage risks within a dynamic environment. Analyze current trends and anticipate future considerations. Provide actionable feedback and recommendations to leaders.
• Provide leadership and escalation support to larger team.
• Manage and identify process enhancements and protocol changes to ensure the system control environment. 
• Partner to manage Member communication templates and protocols. Handle escalated Member issues which may include outreach to high priority Members.
• Partner with Internal Audit, Legal, Risk Management, Operations, Finance, GT and Regional team resources.
• Maintain confidentiality of data and sensitive situations, working with appropriate center, corporate and property personnel on issues which involve improper use of the Bonvoy program and may result in the discipline of Marriott associates                                    

CANDIDATE PROFILE

 

• BS/BA in accounting, finance or related field preferred; OR a minimum of 5 years relevant work experience in a related field required. 
• 3+ years leadership and/or managing others experience required.
• Loyalty program and/or risk assessment experience a plus
• Expert Knowledge in Microsoft Products- Excel, Word, PowerPoint- required.
• SQL knowledge and skills desirable
• Visualization and dashboarding experience using Tableau or Power BI highly desirable
• Exhibit strong data analysis skills, including querying and manipulation of large quantities of data
• Knowledge of operating procedures, controls and governances 
• Ability to work independently to manage fraud risk operations during highly active weekend timeframes. 
• Ability to leverage resources in the accomplishment of objectives. 
• Strong organizational skills. Effective in prioritizing work and following through on commitments. 
• Excellent interpersonal skills. Ability to work with and communicate effectively with all levels of management 
• Effective decision-making skills, can choose a prompt course of action amongst options involving uncertainty or risk 
• Strong problem-solving skills; encourages innovative solutions when appropriate 
• Ability to develop and maintain effective relationships with both internal and external customers. 
• Actively pursues learning and self-development to enhance personal and profess