Summary

Posted: Jul 18, 2024

Role Number:200559753

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. By focusing on the smallest of details, we can make a big impact 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. Apple's Strategic Data Solutions (SDS) is seeking a Fraud Investigation Supervisor. In this role, you will be responsible for providing daily supervision, developing the fraud investigation team’s talent, and leading the daily execution of the business. We contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any fraud prevention issues in a timely manner. This role is located at the Apple corporate campus in Yokohama, Japan.

Description

The SDS Fraud Investigation Supervisor is responsible for managing and promoting the development of Fraud Investigators. You are a customer focused person who is self-motivated, friendly and has a passion to prevent fraud in an efficient and effective manner. Responsibilities include: - Execute daily Fraud investigation tasks and meet the productivity goals as a team. - Call out business risks or opportunities and propose counter actions. - Represent team for business reviews. - Lead employee performance and support their success. - Conduct regular 1:1s with employees. - Identify and communicate training and development opportunities. - Lead regular team meetings and calibration sessions. - Submit and track production issues for resolution. - Work cross-functionally with SDS, online store partners and global peers. - Represent Apple with customers and partner organizations. - Identify innovative ideas to improve the experience of Apple customers. - Engage and motivate team with Apple culture/values.

• Critical thinking and self-motivation are an absolute must
• Excellent Japanese and English proficiency. Strong written and verbal communications
• 2+ years management experience, leading a team of 15+ direct reports
• Proven leadership experience in a Retail Customer Service or Contact Center environment
• Passion for developing direct reports
Bachelor's degree or equivalent experience plus 1-3 years experience in a customer service and support environment

Preferred Qualifications

• Knowledge of the Retail Customer Care and customer support model
• Fraud prevention and/or banking experience
• Strong analysis and problem-solving skills
• Strong decision-making capabilities and sound judgment
• Strong work ethic with a high degree of flexibility
• Excellent interpersonal skills
• Ability to work in a fast-paced, challenging environment
• Flexibility to work rotation including weekends and public holidays during peak period
• 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
• Experience in people management with strong leadership background preferred
• Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.