Oportunidades laborales
Customer Operations Cost Controller
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Company Description
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
The role encompasses 2 areas:
Financial Management:
- Oversee the financial performance of the Contact Centre, including budget management, cost analysis, and optimisation of operational expenses
Risk Management & Fraud Prevention:
- Oversee the monitoring and analysis of financial risks across operations
The role requires collaboration with multiple departments including Finance, Operations, Customer Service, to drive operational excellence.
Essential Duties & Responsibilities
Financial Management:
• Partner with external Contact Centre teams to analyze and optimise operational costs for the Centre of Excellence
• Drive budget management initiatives to align with business growth objectives
• Develop and implement cost optimisation strategies while maintaining operational excellence working with the workforce team
• Measure and track the success of any new projects, implementation of cost-efficiency initiatives while maintaining service quality to meet our internal KPIs
• Build out the proposed return on investment for new projects and track this to ensure it meets the expectations
• Review the performance in the centre with the workforce team to ensure we have enough coverage and flex where needed in line with the budget requirement
• Have a clear understanding of monthly payments made and ensure they are accurate
Risk Management & Fraud Prevention:
• Lead fraud prevention initiatives and investigations to protect business interests
• Support the internal business in highlighting customer trends, patterns and behaviours
• Drive continuous improvement in fraud risk management processes
• Review the appeasements provided in the contact centre
Experience, Skills & Knowledge
- Strong analytical and data interpretation skills
- Experience in financial analysis and budgeting
- Understanding of contact center operations with a customer service mindset
- Background in fraud prevention and risk management
- Problem-solving mindset with attention to detail
- Ability to balance operational efficiency with customer satisfaction
- Detail oriented with the ability to multitask and work under pressure
- Computer literate in all Microsoft packages with the ability to learn new skills
- A passion for our brand and understands retail and general consumer buying behaviour
