Overview
– Manage operational escalations, disputes and risks, and lead process reengineering and automation initiatives to maximise efficiency gains, collaborating with support functions and ensure development and engagement of the team.
– Leading a multi-skilled fraud prevention function with the ability to constantly flex to emerging trends and prevent customer losses within an agreed fraud loss budget
– Supporting decision making across first and third party fraud themes to ensure fair customer outcomes are consistently achieved when delivering refund or exit decisions.
– Maintaining effective relationships with internal and external stakeholders, engaging and influencing stakeholders for changes leading to efficiency gains, keeping them informed of any changes within the process
– Creating a culture of continuous improvement, increasing efficiency and productivity through great people leadership, coaching, engagement and development of skills
– Contributing towards global change and transformation programmes, and leading and participating in local and global projects
– Working collaboratively to oversee improvements in process and customer experience by reducing hand offs, increasing straight through processing through automation or other means.
Skills Required :
– Experience in managing credit/debit card fraud and disputes operations is required.
– Background in fraud prevention or financial crime with an understanding of the industry.
– At least 15 + years of experience with 5 + in leading large teams, with providing leadership support for complex operations.
– An understanding of products, processes, relevant banking systems and the wider financial services environment
– An understanding of people processes and policies with experience of people management and leading diverse operational teams
– A proven ability to build and maintain relationships across a wide range of stakeholders