Customer Service & Operations Unit Leader - Fraud Prevention B7

Join us as a Customer Service & Operations Unit Leader in Fraud Prevention

• In this fast paced and critical role, we’ll look to you to make sure your unit is efficiently planned and is operating at optimum capacity
• You’ll be specialising in fraud prevention, managing operational escalations, complex fraud prevention claims, disputes and risks and leading process re-engineering and automation initiatives
• This is an opportunity to be at the forefront of protecting our customers and the bank

What you’ll do

You’ll be leading a multi-skilled fraud prevention team with the ability to constantly flex to emerging trends and evolving customer needs. You’ll coach your team on the use of red flag indicators and how to leverage data from a range of systems to help detect fraudsters and protect genuine customers from financial crime.

Throughout the course of your work, you’ll collaborate with stakeholders across the business to mitigate and reduce fraud risks and complaints.

Additionally, you’ll be:

• Supporting decision making across first and third party fraud themes to ensure fair customer outcomes are consistently achieved when delivering refund or exit decisions
• Understanding customer or business requirements by actively supporting the review and maintenance of key performance indicators for your team
• Supporting, coaching and supervising your team across all aspects of their role
• Managing resources, including budgets and identifying and delivering operational efficiencies
• Creating and implementing operational plans aligned with the overall business plan, making sure your team have the capacity and capability to meet their objectives

The skills you’ll need

You’ll need to have a background in fraud prevention or financial crime with an understanding of the industry and our customers. It’s also crucial that you have effective people management skills, excellent verbal and written communication skills, and the ability to provide a clear direction to your team.

We’ll also expect you to have:

• An understanding of products, processes, relevant banking systems and the wider financial services environment
• Proven experience of successful delivery through leading people and in creating a positive working environment
• Knowledge of basic project management methodology and process improvement techniques
• Practical experience of providing effective briefing and training sessions in response to changes to processes, products and services