【Apple】Fraud Investigation Supervisor - Strategic Data Solutions
仕事内容
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's Strategic Data Solutions (SDS) is seeking a Fraud Investigation Supervisor. In this role, you will be responsible for providing daily supervision, developing the fraud investigation team’s talent, and leading the daily execution of the business. We contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any fraud prevention issues in a timely manner.
This role is located at the Apple corporate campus in Yokohama, Japan.
Description
The SDS Fraud Investigation Supervisor is responsible for managing and promoting the development of Fraud 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:
- Execute daily Fraud investigation tasks and meet the productivity goals as a team.
- Call out business risks or opportunities and propose counter actions.
- Represent team for business reviews.
- Lead employee performance and support their success.
- 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, online store partners and global peers.
- Represent Apple with customers and partner organizations.
- Identify innovative ideas to improve the experience of Apple customers.
- Engage and motivate team with Apple culture/values.
応募資格(必須経験など)
Minimum Qualifications
Critical thinking and self-motivation are an absolute must
Excellent Japanese and English proficiency. Strong written and verbal communications
2+ years management experience, leading a team of 15+ direct reports
Proven leadership experience in a Retail Customer Service or Contact Center environment
Passion for developing direct reports
Bachelor's degree or equivalent experience plus 1–3 years experience in a customer service and support environment
Preferred Qualifications
Knowledge of the Retail Customer Care and customer support model
Fraud prevention and/or banking experience
Strong analysis and problem-solving skills
Strong decision-making capabilities and sound judgment
Strong work ethic with a high degree of flexibility
Excellent interpersonal skills
Ability to work in a fast-paced, challenging environment
Flexibility to work rotation including weekends and public holidays during peak period
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
Experience in people management with strong leadership background preferred
Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.