U.S. Bank Senior Fraud Operations Manager-Relocate to Overland Park, Kansas in Omaha, Nebraska

This position is located in Overland Park, Kansas.

U.S. Bank is committed to providing outstanding service for our customers every day and delivering on the performance standards our shareholders expect and deserve. Experienced leadership is key to maintaining this critical business advantage. Our leaders encounter a unique combination of business management, entrepreneurial work, and the people side of our business. These positions are highly interactive, allowing the individual to partner with other leaders while also working with teams in their specific business unit. Managerial responsibilities include empowering staff using innovation and creativity to accomplish business goals and objectives. In addition, they are responsible for driving their teams work direction across multiple sites, staff development and evaluating employee performance.

Fraud and Dispute Management is responsible for providing best-in-class customer service to our credit & debit card customers while preventing fraud losses. As a leader the candidate will direct operational units involved in deciding card fraud claims and servicing customers to resolve their account disputes.

Fraud Operations is responsible for providing best-in-class customer service to our credit, debit and commercial card customers while preventing fraud losses. Focus includes leading operational units involved in customer facing roles in a call center environment.

This position has overall management responsibility for 2 - 4 exempt level direct reports and approximately 450 indirect, exempt and non-exempt staff in the Fraud Operations and Dispute Management groups. Specifically, this person will oversee both the Phone Operations and Case Processing groups in Overland Park. The incumbent is responsible for driving customer satisfaction and loyalty, employee engagement, loss avoidance, leadership development, productivity and efficiency, and regulatory compliance.

Accountabilities include:

Drive Performance: develop and maintain a service culture to drive customer satisfaction, revenue generation, and loss prevention management and efficiency targets. Set clear expectations and hold self and others accountable for delivering high-quality results on time and on budget. Develop and implement best practices in performance management. Partner with other senior leaders across the organization to build strong working relationships, improve processes, and reduce risk.

Develop Others : foster, encourage, and support the long-term learning of others. Leverage talent management programs to develop leadership bench strength and effectiveness. Provide direction and coaching to leaders designed to strengthen performance management and professional development.

Think and Act Like a Business Owner : make decisions that balance employee engagement, shareholder value, and customer satisfaction. Take responsibility for modeling the vision, mission, and values of U.S. Bank.

Talent Management and Employee Engagement : create a high performing, customer focused organization. Effectively select, develop, and manage talent to improve bench strength and employee retention. Create a committed and engaged workforce by through effective communication and recognition.

We offer a competitive salary plus excellent benefits, including group medical, prescription, dental, vision, and life insurance, short and long-term disability insurance, flexible spending accounts, immediate 401(K) participation, pension, free checking along with discounts on other banking products and services and much more!

Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.


Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • 10 or more years of operations experience in the financial services industry

  • Five or more years of supervisory/management experience

Preferred Skills/Experience

  • Superior knowledge of operation functions, systems, policies and procedures for the assigned area

  • In-depth understanding and practical application of applicable laws and regulations

  • Excellent organizational, managerial and project management skills

  • Well-developed customer relations skills

  • Excellent interpersonal, verbal and written communication skills

  • Ability to manage multiple tasks/projects and deadlines simultaneously

  • Thorough knowledge of banking operations and human resources

Job: Operations

Primary Location: United States

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 170029771

Other Locations: North Carolina-NC-Charlotte, Texas-TX-Dallas, Iowa-IA-Des Moines, South Dakota-SD-Sioux Falls, Texas, Nebraska-NE-Omaha, Texas-TX-Houston

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.