Head of Fraud

Head of Fraud

About This Role

Our client is looking for an experienced and Customer Focused Fraud Subject Matter Expert to join their Customer Service Delivery team. You’ll be influential in shaping how fraud risk management evolves for the business alongside leading fraud customer service and case investigations. You will be focused on delivering good customer outcomes, generating deep insights into new fraud attack types and the evolution of understanding of fraud in the first line of defence. In addition you will closely partner with the Fraud Strategy team, sharing the responsibility for determining where fraud risks exist, or are growing, and ensuring the business adjusts its control environment & operational processes to combat those risks.

What You’ll Do

• Reporting to the Director of Customer Service Delivery in the UK business, you will play a key role in enabling applicants & customers to fulfil their financial requirements, whilst protecting them & the organisation from fraud loss.

• You will be a leader not only in Fraud, but across Operations, contributing to the overall success of Operations & in providing good customer outcomes.

• Partner strongly with Fraud Strategy, maintaining & enabling a strong purpose for the virtual team accountable for managing fraud risk.

• Stay abreast of fraud typology & regulatory changes in order to ensure that the business maintains a ‘Dynamic and Well Controlled’ approach to Fraud Risk management, representing the business at industry forums.

• Partner with business partners, Technology, and assurance functions, such as legal and compliance, to drive change within fraud, ensure that broader business changes impacting the fraud risk appetite are assessed and responded to, resulting in appropriate management of fraud risk, within the businesses appetite.

• Synthesise data and reporting; perform analysis and bring valuable business insights through evaluation of relevant information and insights

• Manage, implement and deliver on a key program of change

What We’re Looking For

• Experience in a similar Fraud leadership role, ideally with experience of leading significant change and within a cards issuing environment

• Operational team management experience & demonstrable understanding of the requirements of regulation (e.g. Consumer Duty)

• Knowledge of current industry fraud trends and solutions

• The ability to work across different parts of the business to deliver fraud controls that enable good customer outcomes

• You will be comfortable in adapting to change, embracing bold ideas, and are intellectually curious.

• Ability to develop influential relationships based upon shared fraud & customer objectives

• A passion for coaching and investing in the improvement of the team

• Experience in working with a wide range of stakeholders and possess the confidence to be able to challenge and influence external and internal stakeholders

• Confident judgement to formulate proposals and make solid recommendations to senior stakeholders

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.