Area Manager, Fraud Prevention

Summary Posted: Aug 31, 2023 Weekly Hours: 40 Role Number: 200498106 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 – and that by focusing on the smallest of details, we can make big impacts 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. The Greater China Fraud Prevention Team is looking for an Area Manager. In this role, you will be responsible for leading several team managers that support our current Specialists that provide focused fraud prevention support for Apple and our customers. You will execute according to business requirements cascading from upper management. You will report directly to a Regional Manager, while working with the wider Retail Customer Care, Order and Fraud Prevention management teams. Key Qualifications Key Qualifications Minimum 3~5 years or more management experience of exempt and non-exempt employees required Experience in people management with strong leadership background Ability to motivate individuals and teams Skilled in fundamentals of leadership Ability to quickly understand customer impact of issues and identify possible resolutions Strong analysis and problem solving skills Strong decision making skills and sound judgment Experience establishing and documenting improved efficiencies in workflow and system processes Ability to clearly identify goals, communicate vision for the team, and then deliver results consistent with that message Experience with SAP, spreadsheet management, and Keynote Excellent Mandarin and English written and verbal communication skills Strong work ethic with a high degree of flexibility Ability to work in a fast paced, challenging environment Detail oriented self-starter 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 Description Description You know what it takes to encourage a team to create an incredible customer experience with every interaction. You’re a role model and leader who advocates for their team! You are able to coach, mentor and guide a group of Team Managers, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You have a knack for strategic planning, program development, and forecasting business needs. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it. As a Fraud Prevention Area Manager, you will: Lead direct staff of Team Managers and individual contributors. Work cross functionally with Retail Contact Center management, global peers, and internal partners on initiatives to improve aspects of the business. Work with Vendor Management, Vendors and Training teams to ensure partnerships are executed efficiently and effectively drive operational improvements, identifies methods to improve customer satisfaction, shares best practices, and takes action on improvement opportunities. Effectively execute on management and administrative tasks such as holding staff meetings, conducting regular one-on-one’s, talent development, performance management, and defining goals and expectations for direct staff. Drive understanding of staff and specialists needs based on employee feedback. Identify possible ways to improve employee satisfaction. Education & Experience Education & Experience BS degree and/or 3-5 years experience in a customer service/support environment Additional Requirements Additional Requirements Apple 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. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.