01Overview
Join us as a Customer Service & Operations Function LeaderIf 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 stakeholdersJoining us in Fraud Prevention, youll lead your function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomesThrough great leadership, youll drive improvements in productivity, efficiency and service performance byleading, coaching, inspiring and developing the skills of your peopleWere offering this role at vice president level.What youll doIts critical that we protect our customers and communities against fraud, and youll play a key role in making sure we achieve this. As a Customer Service & Operations Function Leader, youll 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, youll 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.Youll Also BeDelivering coaching on using red flag indicators and leveraging data from a range of systems to help detect fraudsters and protect our customers from financial crimeManaging risk, developing and delivering continuous improvement and driving the strategic direction of the functionHelping to define performance indicators, and measure and report critical MI to enable the right decision makingOverseeing KPIs and taking actions to make sure that the function maintains healthy matricesMaintaining effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changesThe skills youll needWere 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.Youll Also NeedCandidate with at least 5 years of experience in suspense account reconciliations and a minimum of 10 years of overall team leadership experiencePeople management experience and a background in leading diverse operational teamsA thorough understanding of products, processes and relevant banking systemsAn understanding of people processes and policiesA background of working with risk, compliance and legal issuesSupply chain management experience in a leadership role .
