Extend Your Team

Operations

• Oversee and improve daily operational processes and workflows.
• Coordinate with various departments to ensure seamless execution of business activities.
• Develop, optimize, and maintain operational workflows to improve productivity and efficiency.
• Monitor operational efficiency, including cost calculations, resource utilization, and process improvements.
• Manage and track key performance indicators (KPIs) and operational metrics to identify trends and drive performance improvements.
• Handle logistics, inventory management, and supply chain tasks as needed.
• Act as a point of contact for operational inquiries, issue resolution, and problem-solving.
• Utilize SQL to query, manipulate, and analyze data from various back-end systems.
• Generate reports, dashboards, and operational insights to support business decision-making.
• Assist in maintaining data integrity, consistency, and accuracy within databases.
• Collaborate with technical teams to understand system architecture, workflows, and data flow.
• Troubleshoot and resolve data-related and system-related issues efficiently.
• Quickly grasp and adapt to new systems, software, and operational processes.
• Provide administrative and operational support to the operations team and management.
• Develop, update, and maintain procedural and process documentation.
• Support continuous improvement initiatives by identifying workflow gaps and recommending solutions.

Senior Gen Ops Coordinator

• Lead, coach, mentor, and upskill a team of fraud analysts
• Manage day to day team operations including scheduling, PTO approval, and delivering corrective action
• Ensure work is assigned fairly, equitably, and within agent capacity.
• Monitor system and agent performance metrics, driving quality improvement initiatives
• QA analyst work to ensure compliance with local, state, and federal law as well as internal Aven policy and procedure
• Act as first line of escalation for complex cases and nebulous scenarios
• Own and maintain procedural update to improve fraud detection, while maintaining an acceptable level of friction
• Document and propose systemic changes improving quality, latency, and efficiency of the fraud operations team
• Test pilot new concepts, methodologies, and work queues providing data-centric, critical feedback to operations leaders, and engineering partners
• Monitor key performance metrics and dashboards escalating bugs and taking corrective action when necessary
• Maintain detailed performance review notes and coaching logs of analysts
• Develop new and enhance existing dashboards using a variety of data and business intelligence tools
• Support internal compliance team to ensure commitments to Sponsor Bank(s) are met timely and accurately
• Other duties as assigned

Senior Gen Ops Coordinator

Fraud Operations Team Lead