Description
We are seeking a Head of Fraud Operations to lead our Fraud Operations team in protecting customers across retail banking. The team works closely with Fraud Strategy, Product, Engineering, and Compliance to respond to fraud and improve prevention measures.
As the Head of Fraud Operations, you will report to our Associate Director of Fraud and Financial Crime and lead the operation through its next phase of development. You will work closely with existing managers to strengthen processes, build capability, and turn operational insight into practical improvements.
Key responsibilities include:
- Taking ownership of the operational improvement roadmap
- Owning SLA delivery across all fraud queues
- Building clear, consistent processes and SOPs
- Understanding resourcing needs and forecasting accordingly
- Establishing a quality framework
- Supporting managers to run a confident operation
- Bringing informed judgement to account fraud and complex customer cases
- Using data and MI to improve service delivery and quality
- Partnering with Product and Engineering to prepare processes for automation
The ideal candidate will have experience working within regulated financial services, specifically in fraud operations leadership. You will have experience delivering significant operational builds or transformations, practical fraud expertise, and strong coaching and performance management skills.
We offer a hybrid working arrangement, requiring 2-3 days in the London office per week, with the option to work from abroad for up to 120 days per year.