Fraud Customer Support Manager (3810)

About GBG

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team

The Customer Support - APAC team sits within APAC Region and works alongside Service & Operations Team across EMEA and Americas and is responsible for providing GBG’s customers with technical support with our products as well as providing Service Management. With an average Net Promoter Score of 74 awarded by our customers, the Customer Support Team takes pride in supporting GBG’s Vision through the provision of excellent customer service

The role

The role reports to the Head of Customer Support APAC. You will be responsible for the performance of the Customer Support team, ensuring customers receive the highest level of support. This role will oversee the customer support function, which includes Tier 1 and Tier 2 for some of GBG's product lines in the region, predominantly, in the Fraud portfolio.

What you will do

• Recruit, mentor and manage team members.
• Liaise with internal and external stakeholders who have an interest in updates on incidents and ticket resolution for customers.
• Manage a team of Tier 1 and Tier 2 team members and structure.
• Be a regional point of escalation for key/urgent Incidents.
• Monitor, measure, and manage the team’s progress. Promoting a positive environment, knowledge transfer and selfmanagement/development.
• Demonstrate customer ‘obsession’ by speaking directly to customers (email, phone, or face-to-face) in response to issue escalations and for general feedback gathering.
• Consistently apply best practice processes for Incidents, Problems, and Requests and take responsibility for ensuring KPIs and SLAs are achieved.
• Manage internal and external stakeholder relations and provide regular updates on support operations.
• Dealing with escalated customer issues arising from operations and collaborating with other departments.

Requirements

Skills we're looking for

• Be a people leader who can build, support, and manage a team remotely and locally.
• Experienced Stakeholder management practitioner
• Worked alongside senior stakeholders and built relationships to resolve Incidents promptly as per SLAs
• Proven leader with a track record of success and significant experience in a fast-paced organisation, leading 1st line technical operations or Support functions.
• Understanding the ITIL discipline and demonstrated application of knowledge, skills and abilities towards required work products.
• Excellent experience providing best-in-class customer service to end users, including regular, meaningful communication.
• Demonstrated customer-first approach.
• Ability to report and analyse performance data to design and deliver improvements to service.
• Confidence in working collaboratively with senior managers and operational teams

Benefits

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.

Unleash your potential and be part of our mission to power safe and rewarding digital lives.