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Investigator Specialist Team Lead (Japanese Speaking)

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00538090


- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
The Investigator Specialists Team Lead owns the productivity, quality, and capacity of investigations. This is a critical role to ensure that the Business is able to detect, remove, and prevent fraud on its platforms. Other responsibilities include interviewing, training, performance management and employee engagement. 
The successful candidate will have a commitment to achieving excellence in investigation accuracy, and therefore a strong record of focus, a passion for employee development, and a keen interest in process improvement are key requirements for this role
Main accountabilities:
  • In charge of managing a team of Investigation specialists who investigate buyer or seller fraudulent transactions/profiles based on processes, tools and high-judgment decisions.
  • Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by meeting / achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.
  • The responsibilities in this position may span over multiple processes and functions and locations. In addition to being responsible for achieving and exceeding team’s defined metrics through sustainable change or process improvement. She / he will be expected to participate in strategic planning, project road mapping activities of the team.
  • Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.
  • Share ideas with Management that positively influence the vision for the business Organizations by using their exposure to team’s technical or business areas, trends and fraud issues.
  • Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
  • The key to success in this role is the ability to understand the Business Organization’s vision and make independent decisions with sound judgment to manage their teams to attain that vision.
  • Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
  • Actively manage investigator capacity 7 days a week and the triggers for creating investigations to balance global investigation supply and demand.
  • Provide focused feedback loops for investigators and managers based on crisp performance and quality data. Reward strong performers and manage out weak ones.
  • Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Business Organization is leading the curve in identifying and preventing new fraud attacks.
  • Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and reduce time to identify new fraud Modus Operandi.
  • Work with software teams to articulate and prioritize feature needs for investigation tool sets.
  • Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Business Organization leaders.
Educational Qualifications
  • A Bachelor’s degree holder (minimum)
Working Conditions
  • Cyclical work shift including work hours at night
  • Flexible with working hours and work Saturdays or Sundays as part of your normal 5 day shift
  • Must be able to speak, read and write in Japanese language.
  • Exceptional operational, managerial, analytical and interpersonal skills.
  • Demonstrable operations experience (at least two years). This experience should include substantial people management experience as well as experience in the Fraud or Financial risk management domain.
  • Strong candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in the form of black belts/ green belts or equivalent work exp. would be desirable).
  • The domain of experience should contain Fraud investigations / Credit Approval/ Claim processes, and/ or Financial Risk Management Operations that would be a value add to this experience.
  • Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, or PERL skills.
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development.  You’ll also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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