Job Description

Job Description

The Manager Investigations, ORC, Fraud and Emergency Response is responsible for supervision of Regional internal and external investigators, business analysts, and the emergency response team; to include staffing, development, performance oversight and the support of a safe work environment. This position will develop, maintain and manage exception-based reporting programs for loss prevention and drive related shrink reduction initiatives for the organization with a goal of minimizing the financial losses of the company by identifying internal and external theft, organized retail crime, fraudulent activity, and their underlying trends. This business leader will be a collaborative change agent, recommending and influencing program and process improvement to drive productivity, produce and achieve KPI benchmarks, accomplish departmental goals. The ideal candidate will be a self-starter with strong attention to detail, with the ability to work in a fast-paced, ambiguous environment. The drive and capability to shape a new business group strategy and foster ideas and solutions is necessary.

KEY RESPONSIBILITIES:

Business Leadership

* Lead and clearly articulate the vision and values of the organization and the AP department within the assigned area of responsibility
* Cross Functional Leader who participates in team initiatives by serving as a subject matter expert for Asset Protection investigations and programs across the company. Perform deep-dives and root cause analysis to answer business questions.
* Leads AP team in developing and implementing business strategy and security processes throughout the organization to reduce risks, respond to incidents, and limit exposure and liability in financial, physical, personal, and reputational risk.
* Influence Change through anticipating future business changes and challenges and proactively develop new or revised solutions. Enable and drive transformational change to further Nordstrom's success.
* Be data obsessed! Evaluate relevant shrink data from multiple sources to identify regional trends in internal and external theft. Use findings to shape decisions and recommendations.

Shrink Reduction

* Develop and lead company internal and external shrink strategies, supporting programs and directives, including creating specific shrink reduction plans
* Produce monthly business summary, provide status related to program initiatives, dashboard reporting, and departmental KPIs
* Manage multiple complex projects concurrently for shrink improvement with responsibility for ensuring results are integrated effectively into the business plan.
* Take a proactive approach to innovate, develop, implement, and manage programs to reduce shrink including preventing and detecting issues of theft and dishonesty

External Theft and Fraud Mitigation

* Develop and implement programs designed to protect Company assets from loss due to internal and external theft, fraud and unsafe practices
* Provides best in class Internal Investigations and Interviewing Training Programs for field Loss Prevention teams in partnership with Learning and Leadership
* Represent Nordstrom, leading industry ORC and Law Enforcement relationships and affiliations
* Establish Fraud Reduction Strategies, supporting program initiatives and define KPIs
* Liaison with Nordstrom Credit, identify shared objectives, define programs to mitigate cross channel fraudulent activity
* Determine if an investigation interview with the subject(s) is warranted. Facilitate or conduct investigation interview and notify appropriate personnel including escalating high-profile cases
* Maintain current knowledge of procedures for all high-profile areas (e.g. Fine Jewelry, Cash Room and in and out movement of floor product)
* Ensure a core competency exists for handling investigations at the store level and that case closures meets all company standards
* Considers all relevant factors and pursues appropriate decision-making criteria when managing the surveillance strategy and deploying resources
* Lead a team to complete thorough, detailed and conclusive investigations on suspected internal, external criminal, fraudulent, or ethical activity against the company, through prescriptive analytics and field insight
* Assist with prescriptive analytics development based on identified trends in fraud and criminal activity
* Manage full cycle Organized Retail Crime efforts; identification, remediation, prosecution, reporting, and mitigation of future attempts
* Develop, monitor, and interpret key performance indicators (KPIs) and exception-based reporting to help reduce loss, proactively identify trends and root cause in high shrink locations
* Partner with Regional Asset Protection Managers to provide reporting and assist with data and KPIs surrounding external theft and fraud

Emergency Response and Safety Support

* Manage Loss Prevention Operations Center, establish supporting programs for overnight business operations, location monitoring and emergency preparedness
* Lead a team to effectively address and respond to security incidents, including potential and actual emergency response, protests and civil unrest
* Review safety and security reporting and identify root causes of trends. Have the ability to provide specific and proactive direction to reduce incidents across the company

People Development

* Build and maintain strong, collaborative relationships with Corporate partners in Legal, Compliance, Finance, Technology, HR as well as Field Leaders in Operations, HR and Loss Prevention.
* Act as a courageous communicator and collaborator with peers, managers, and directors to support and make decisions on strategic initiatives and projects. Sets direction for and coaches partners to achieve results; establishes clear expectations, tactics and timelines for assigned projects.
* Empower a team of investigators and project managers with accountability and ownership. Provide clarity around priorities and goals and resource as needed and prioritized by the business objectives.
* Coach, mentor, and provide feedback to build high-performing team with diverse backgrounds, perspectives, and experience.
* Provide a roadmap for continued development through the company Quarterly Connect Program.
* Own succession planning providing program support to foster readiness for additional responsibility.

CORE COMPETENCIES:

* Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
* Decision Quality: Makes sound and timely decisions that keep the organization moving forward
* Communicates Effectively: Develops and delivers a variety of communication methods that convey a clear understanding of the unique needs of different audiences.
* Drives Results: Persists in accomplishing objectives, even under tough circumstances. Has a track record of successfully achieving priorities.
* Develops People: Develops people to meet both their career goals and the organizations goals.
* Has Courage: Steps up to address difficult issues by saying what needs to be said.

QUALIFICATIONS:

* A completed bachelors degree from an accredited university or equivalent military or professional experience
* 8 - 10 years experience in multi-unit asset protection, loss prevention, inventory control, security services
* Prior experience managing internal investigations programs (3-5 years)
* Experience leading and managing teams
* Demonstrated ability to lead effective shrink strategy
* Familiarity with security equipment such as intrusion detection devices, access control systems, etc.
* Ability to multi-task, make decisions and provide guidance in stressful situations
* Highly analytical and capable of managing programs through metrics.
* Strong understanding of case management tools and exception based and data mining tool
* Experienced and certified in internal and external apprehensions
* Strong time management skills with the capacity to meet deadlines and adjust to changing priorities
* Effective interpersonal skills both written and verbal with the ability to communicate effectively at all levels of the organization
* Proficient with MS Office Professional Suite, including intermediate knowledge of Excel.
* On call for all store incidents, nights, weekends (Break-ins, weather, alarms, civil unrest activities, etc.)
* Ability to travel up to 50%-75%

Weve got you covered

Our employees are our most important asset and thats reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

* Medical/Vision, Dental, Retirement and Paid Time Away
* Life Insurance and Disability
* Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. Its not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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