SDS AMP Fraud Prevention Team Manager

Summary

Posted: Jan 3, 2025

Weekly Hours: 40

Role Number:200582946

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Apple AMP Team is seeking a Fraud Prevention Team Manager. In this role, you will be responsible for providing daily supervision, developing the fraud prevention team's talent, and managing the daily execution of the business. You will contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any fraud prevention issues in a timely manner. Critical thinking and self-motivation are an absolute must.

Description

The SDS Fraud Prevention Team Manager is responsible for managing and promoting the development of fraud prevention investigators. You are a customer focused person who is self-motivated, friendly and has a passion to prevent fraud in an efficient and effective manner. Responsibilities Include: • Manage employee performance and support their success. • Achieve or exceed team performance and productivity goals. • Conduct regular 1:1s with employees. • Identify and communicate training and development opportunities. • Lead regular team meetings and calibration sessions. • Submit and track production issues for resolution. • Work cross-functionally with SDS partners and global peers. • Identify innovative ideas to improve the experience of Apple customers.

Minimum Qualifications

• 2+ years management experience, leading a team of 15+ direct reports or rotational management experience
• Excellent English reading comprehension, writing and verbal communication skills
• Flexibility to work any shift within 7-day work week

Preferred Qualifications

• Proven leadership experience in a Retail Customer Service or Contact Center environment driving organizational change
• Fraud prevention and/or banking experience
• Strong analysis, problem-solving skills, decision-making capabilities and sound judgment
• Strong work ethic with a high degree of flexibility
• Excellent interpersonal skills
• Passion for developing direct reports
• Ability to work in a fast-paced, challenging environment
• Knowledge of the Retail Customer Care and customer support model
• Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Confronts barriers to greater inclusion with tenacity, care and commitment
• Bachelor's degree preferred, plus 1-3 years experience in a customer service and support environment

Additional Requirements

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• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.