Sr. Supervisor, Controls & Compliance

Customer Service and Support

Job Title:

Job Description

Key Responsibilities

Team Leadership & Development

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  Manage and mentor a team of integrity officers, providing them with the tools and training necessary to excel.
• Oversee investigation processes, ensuring they are thorough, fair, and conducted in accordance with company policies.
• Provide regular coaching and feedback to team members to improve their performance and professional growth.
• Set and monitor performance metrics for the team, ensuring goals are met and standards are maintained.

Investigations & Risk Mitigation

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  Direct the investigation of agent errors and potential fraud, ensuring all cases are handled efficiently and accurately.
• Review and validate disputed claims, identifying and rejecting invalid ones while ensuring legitimate issues are addressed.
• Develop and implement action plans to mitigate risks and prevent future errors, including establishing new policies or procedures.
• Detect and analyze potential risks that could lead to financial loss or fraud, providing proactive solutions to address them.
• Minimize retail loss and fraud amounts by implementing effective detection and prevention strategies.

Analysis & Reporting

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  Conduct in-depth analysis of investigation data to identify trends, patterns, and root causes of errors and fraud.
• Create and deliver comprehensive reports to senior management and stakeholders, detailing investigation findings, risk assessments, and performance metrics.
• Use data to inform strategic decisions and recommend improvements to operational processes and security protocols.

Stakeholder Management

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  Act as the primary point of contact for internal and external stakeholders, including legal, finance, and human resources departments, as well as law enforcement agencies.
• Collaborate with stakeholders to ensure a coordinated and effective approach to risk management and fraud prevention.
• Present findings and recommendations to stakeholders, gaining their support for new initiatives and changes.

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