Customer Service & Operations Function Leader - Fraud Prevention, VP

Join us as a Customer Service & Operations Function Leader

• If you have strong team leadership skills, this is a chance to take on a role with high levels of responsibility and exposure to internal and external stakeholders
• Joining us in Fraud Prevention, you’ll lead your function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes
• Through great leadership, you'll drive improvements in productivity, efficiency and service performance by leading, coaching, inspiring and developing the skills of your people

• We're offering this role at vice president level.

What you'll do

It’s critical that we protect our customers and communities against fraud, and you’ll play a key role in making sure we achieve this. As a Customer Service & Operations Function Leader, you’ll be 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.

With strong people and resource management, you’ll maintain a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors so your function can successfully support our customers.

You’ll also be:

• Delivering coaching on using red flag indicators and leveraging data from a range of systems to help detect fraudsters and protect our customers from financial crime
• Managing risk, developing and delivering continuous improvement and driving the strategic direction of the function
• Helping to define performance indicators, and measure and report critical MI to enable the right decision making
• Overseeing KPIs and taking actions to make sure that the function maintains healthy matrices
• Maintaining effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes

The skills you'll need

We’re looking for someone with a background in fraud prevention or financial crime, with an understanding of the industry and its customers as well as the Contingent Reimbursement Model and Disputes schemes.

You’ll also need:

• Candidate with at least 5 years of experience in suspense account reconciliations and a minimum of 10 years of overall team leadership experience
• People management experience and a background in leading diverse operational teams
• A thorough understanding of products, processes and relevant banking systems
• An understanding of people processes and policies
• A background of working with risk, compliance and legal issues
• Supply chain management experience in a leadership role