About the Team
Varo is here to change the banking industry. We work hard to create the best personal banking experience possible while constantly striving to safeguard the financial sector, our customers, and Varo. As the Process Manager Disputes, you will play a key role in driving the global and US Based Disputes program, including oversight of the development of operational treatment strategies, This role is accountable for all dispute types within the dispute operations group which includes; ACH, P2P, Card (Fraud and Non-Fraud) and Zelle transactions.
About the Role
You will develop deep expertise on the process and be responsible for working with the Manager of Disputes to drive improvement initiatives with a focus on balancing efficiency/risk and customer experience while maintaining regulatory compliance across internal operations. You will assist in developing data-driven insights with the customer experience in mind, ensuring robust controls, and sound procedures are in place and maximizing the usage of automation and machine learning/AI. This role requires creativity, collaboration, analytical thinking, skills with analyzing data and an inquisitive mindset. We need to always ask why we’re doing things the way we do, and where the improvement opportunities may lie.
What you'll be doing
- Own end-to-end processes and improvement efforts, including a single point of contact for a dispute operations process or processes responsible for operational performance, risk and control management, customer experience, and issue resolution
- Leverage process excellence methodologies such as Lean and Six Sigma to measure and drive process improvements
- Implement and manage against defined Key Performance Indicators/Key Risk Indicators metrics and reporting to ensure an environment of continuous improvement, including statistical process control methodology and variation analysis
- Build a positive learning environment and culture of process improvement
- Analyze complex issues leveraging dynamic variables such as customer experience, key risk indicators, and cost/benefit to generate viable solutions
- Ensure new end-to-end operational excellence for new or expanded product offerings that have dispute operations impact by working closely with Product and Marketing teams
- Assist in analyzing fraud attacks, in partnership with the Fraud Operations, Fraud Product & Strategy team, to determine counter measures to mitigate losses, while ensuring a low friction experience for good customers
You'll bring the following required skills and experiences
- Experience in fraud operations, dispute operations or management in a bank or fintech
- Experience in the evaluation, analysis, and optimization of operational processes
- Previous leadership or project management experience is highly desirable
- Experience with using MS Excel or Google Sheets
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