Anti-Fraud Service Manager

As an Anti-Fraud Service Manager working closely with the customer and internal teams you will be responsible for developing long-lasting, collaborative partnerships by providing a seamless customer experience, demonstrating value every day and leveraging our market-leading technology, global support and expertise to provide both tactical support and strategic guidance while remaining efficient and effective.

Organization & People:

• Primary point of contact for large Anti-Fraud, Brand Protection and Enforcement customers
• Responsible for day to day tactical coordination and support
• Responsible for tactical and strategic review meetings, coordinating internally to provide strategic advice and service direction
• Work closely with customers to build strong relationships with decision makers
• Work closely with customers to ensure the service continues to meet contractual requirements and is delivered on time
• Work closely with the customers and internal teams to identify and allow the business to execute on upsell and cross sell opportunities

Planning & Reporting:

• Assist the Strategic Account Manager with service renewal
• Assist leaders with the efficient and effective deployment of resources
• Accountable for coordinating in-service projects with customers and internal teams

Risk, Issue, Actions and Decision Management:

• Responsible for service issue escalation, tracking and ownership
• Responsible for monitoring inter-departmental, service related actions and following up as required

Change Control:

• Monitor and review tools and process utilized and recommend changes as appropriate

What technical skills, experience and qualifications do you need?

• Prior experience in Fraud and Security
• Excellent knowledge of Brand Protection and Enforcement services, techniques and IP legislation
• Experience in a customer facing role, preferably as a Senior Analyst, IP Advisor or Strategic Account Manager
• Experienced and strong influencer who can manage expectations and leverage collaboration from Senior Management Teams on the customer side whilst coordinating internal teams across different departments (Operational, Commercial, Technical and Legal)
• Highly effective written and verbal communication skills; must be able to speak English clearly; must be able to concisely explain business problems or solutions both in writing and verbally
• Ability to retain objectivity and the understanding of a problem or situation