Senior Group Manager, Claims Operations

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Provide strategic leadership and oversight for six managers who report directly, focusing on both fraud and non-fraud card claims pipelines.

• Ensure that investigations into fraud claims and disputes are conducted thoroughly and promptly.

• Promote operational excellence across credit card, Nordstrom card, and debit card portfolios.

• Maintain compliance with service level agreements, performance metrics, and quality standards.

• Ensure managers carry out scorecards, reporting, and performance management tasks effectively.

• Collaborate with Issues Management to resolve open issues, reduce risks, and implement sustainable solutions.

• Hire, develop, coach, mentor, and manage team members, including decisions regarding performance and compensation.

• Oversee complex fraud reporting functions and ensure alignment with enterprise best practices.

• Offer strategic advice, thought leadership, and roadmaps to executive stakeholders.

• Establish operational team objectives and lead long-term planning initiatives.

• Supervise fraud operations, policies, procedures, regulatory compliance, and risk management matters.

• Serve as the primary escalation point for significant risk issues and exceptions.

• Engage in audits and regulatory examinations.

• Develop business plans, manage resources and budgets, and optimize operational efficiency.

• Coordinate technology support, assess vendor performance, monitor fraud systems, and integrate new systems and upgrades.

• Create staffing plans and lead a high-performing, diverse fraud team.

• Set team objectives, track performance, and enhance employee capabilities.

• Occasional domestic travel is required; international travel is not necessary.

⛳️ Requirements

• A bachelor's degree is required.

• More than 10 years of relevant experience.

• Advanced understanding of business goals/objectives along with associated policies, programs, processes, and systems.

• Awareness of current and emerging competitor and market trends.

• Capacity to contribute to strategic direction and provide counsel to senior leadership.

• Ability to forecast initiatives and demand for annual strategic planning.

• Proficiency in budgeting and resource allocation.

• Advanced skills in leading, planning, implementing, and assessing program/project activities.

• Strong negotiation, problem-solving, and communication abilities.

• Familiarity with risk management environments, standards, and regulations.

• Expertise in mentoring, coaching, and performance management.

• Good judgment in decision-making processes.

• Effective oral and written communication skills.

• Capability to collaborate and build relationships across teams and functions.

• Proficient in software tools, methods, and techniques.

• Competence with computer applications, including MS Office.

• Ability to analyze, organize, and prioritize tasks while meeting multiple deadlines.

• Capability to work independently as well as collaboratively within a team.

• Ability to manage confidential information with discretion.

🏝️ Benefits

• Variable compensation/incentive awards, including eligibility for cash and/or equity incentive opportunities.

• Comprehensive health and well-being benefits.

• Savings and retirement programs.

• Paid time off, which includes Vacation PTO, Flex PTO, and Holiday PTO.

• Banking benefits and discounts.

• Opportunities for career development.

• Reward and recognition programs.

• Regular discussions regarding career development and performance.

• Access to an online learning platform.

• Mentoring programs available.

• Training and onboarding sessions provided.

• Flexible remote work options.