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DescriptionThe 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 Qualifications2+ years management experience, leading a team of 15+ direct reports or rotational management experienceExcellent English reading comprehension, writing and verbal communication skillsFlexibility to work any shift within 7-day work weekPreferred QualificationsProven leadership experience in a Retail Customer Service or Contact Center environment driving organizational changeFraud prevention and/or banking experienceStrong analysis, problem-solving skills, decision-making capabilities and sound judgmentStrong work ethic with a high degree of flexibilityExcellent interpersonal skillsPassion for developing direct reportsAbility to work in a fast-paced, challenging environmentKnowledge of the Retail Customer Care and customer support modelRole models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teamsMakes space to listen, learn, and amplify diverse perspectives and experiencesConfronts barriers to greater inclusion with tenacity, care and commitmentBachelor’s degree preferred, plus 1-3 years experience in a customer service and support environmentAdditional RequirementsMoreApple 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.
