As a Fraud People Lead in the Complex Fraud and Resolutions team you will lead in a dynamic, fast paced, customer and colleague centric environment. You will have a passion for developing others whilst learning new skills and support customers with their financial needs.  You will be an excellent communicator and passionate about getting it right first time for customers and colleagues alike using various channels. You will think ‘outside of the box’, problem solve and have the desire to change, implement and own processes.

Job Responsibilities 

Optimise performance across key operational KPI’s, financials and people metrics, smashing team goals Work collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience Own change to improve delivery. Be a critical thinker, establish root cause and champion change Lead and act as a role model to all colleagues and peers and be an advocate of our brand  Foster an exceptional  and unique culture Drive exceptional performance. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and enhance service Own processes and products for colleagues and customers and Change Champion Understand and research customer behaviour and share knowledge with wider team and peers Become a multi-channel expert across all platforms and functions that we operate across

Required Qualifications, Capabilities and Skills

Demonstrates leadership Passionate and curious about people, take extreme accountability, think commercially Lead colleagues and self, through times of ambiguity Be able to drive results through colleague engagement, creating a culture of success Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals Be customer centric with a real focus on ‘out of the box thinking’ to support resolutions and inquiries Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity Have intrinsic passion to coach and support delivery of first class service to colleagues and customers

Preferred Qualifications, Capabilities, and Skills

Previous experience working in a fraud operation within a financial institution  Experience in leadership including, coaching and performance management Knowledge of the UK regulatory framework and best practice regarding fraud prevention
 

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