Job Description

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. 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. We have an open position within Retail Customer Care for an enthusiastic, motivated and hands-on professional to lead the Fraud Prevention Team in the APAC Region, with teams spanning Shanghai, Tokyo and Singapore. Partnering with Apple's Strategic Data Solutions (SDS) and Retail Fulfillment Operations (RFO) teams, this individual will be responsible for driving and flawlessly executing actions to mitigate fraud. These include analysing purchases and accounts for fraudulent activities, reviewing refund requests for abusive behaviour and determining appropriate next steps in a wide range of scenarios. Priority and focus will be on driving a timely customer resolution within an agreed Service Level Agreement (SLA) while protecting customer experience and Apple's interest. An innovative and analytical problem solver, the APAC Fraud Prevention Manager will be championing process improvement efforts to optimise business processes while delivering best-in-class customer and employee experience. This role is suitable for individuals who thrive in a fast paced, dynamic and evolving environment.

Key Qualifications Key Qualifications

• A minimum of 7-10 years senior management experience leading a business operations team in global organisation, preferably in fraud prevention, execution or similar space
• Customer focused, detail oriented with ability to maintain a positive attitude in a high-stress and fast-paced work environment
• Demonstrated ability to inspire change in a matrix organization
• Excellent planning, organization and implementation skills
• Strong analytical ability and decision making skills
• Demonstrated ability to work independently in areas of ambiguity
• Ability to build effective relationships in a cross-functional team environment with demonstrated success in managing international collaborations
• Experience leading in a fast paced, dynamic and multi-lingual environment
• Strong collaborator who is able to motivate and influence all levels of Management
• Ability to work with a flexible schedule and embrace change enthusiastically
• Excellent verbal, written and interpersonal communication skills
• Experience in a Call Centre organization is a plus
• High level of ethics, values, integrity and trust

Description Description

The responsibilities include but not limited to: - Manage and develop a team of Fraud Prevention experts across the APAC region to drive consistent and high quality execution to analyse and detect fraudulent activities - Be the "Voice of the Customer" by reviewing key performance matrix and driving continuous improvement efforts towards achieving seamless and optimal customer satisfaction that is above industry standards - Develop and manage a robust management system and cadence (weekly, monthly & quarterly) to streamline operations that is consistent across the different markets within APAC while at the same time, ensure day-to-day operations is moving like a well-oiled engine - Champion operational excellence by ensuring flawless execution at all times - Drive efficiency through automation - Partner with the Global Optimisation team, Strategic Data Solutions (SDS), Retail Fulfillment Operations (RFO), Retail Online cross functional teams etc on strategic issues to scale, drive efficiency, performance improvements and employee satisfaction - Partner with RCC Forecasting and Finance to lead all aspects of the onboarding / off boarding process to ensure a seamless ramp up and down - Cultivate a positive and motivating work environment by promoting innovation, teamwork, diversity, inclusion and focusing on positive employee relationships - Passionately embrace, promote and drive Apple Cultures and Values to ensure that it is part of the DNA of the team - Build a high performing team that is based on a culture of trust, integrity, respect, collaborations, continual learning and improvement

Education & Experience Education & Experience

Bachelor's Degree or equivalent. MBA is a plus.