Fraud Operations team is an integral part of Global FCR Operations. The team deals with Fraud Detection, Mitigation and Application Vetting activities as well as constantly working towards combating fraud and protecting the Bank and our customers from losses and fraud risk.
To support the US AND CANADA Head of Fraud Operations in ensuring the business area is managed to the highest standards of operational performance and control, recognising that Fraud Operations is complex, fast paced and needs agile, innovative thinking.
Management of all resources, operating plans and budgets required to deliver a quality service that meets all service level agreements.
Work closely with senior stakeholders in FCR/HOST/ FCRSP Transformation and support the US AND CANADA Head to draw up and implement strategic initiatives for the business, contributing towards the overall goals of FCR Operations.
Active engagement with Senior Stakeholders across the Lines of Business and Function; pro-actively representing Fraud Operations in meetings and written communications.
Deputise for the US AND CANADA Head of Fraud Operations during absence.
Impact on the Business
Manage the overall budget and monitor costs/FTE position across US AND CANADA Fraud Operations by:
- Supporting the US AND CANADA Head of Fraud Operations to achieve the departmentsâ balanced scorecard objectives and with the preparation, agreement and achievement of annual operating plans for Fraud Operations.
- Supporting the tactical and strategic project initiatives of the US AND CANADA Bank with full oversight of programme management, planning and control and achievement of project business case deliverables.
Customers / Stakeholders
- To ensure treating customers fairly is at the heart of everything we do, both personally and as an organisation.
- Continue to improve customer satisfaction through ongoing initiatives.
- To ensure that positive relationships with internal and external customers are built and maintained. Build and develop effective stakeholder relationships
Leadership & Teamwork
- Support the US AND CANADA Head of Fraud Operations to lead a team to achieve Fraud Operations objectives and ensure delivery of business goals, strategic plans and service excellence
Operational Effectiveness & Control
Support the US AND CANADA Head to effectively manage inherent risk within Fraud Operations by:
- Effective management, implementation and monitoring of recommendations from all audit reviews, including Group, Compliance and external audits.
- Demonstrate the highest standards of operational integrity and control.
- Minimise any losses as a result of operational activity, undertaking thorough root cause analysis and clear action plans to address as necessary.
Role Context
- US AND CANADA Fraud Operations is part of US AND CANADA Operations; responsible for managing products and services across our Mass and Premium customer base to the highest standards of service excellence. Fraud Operations is specifically required to assist in combating fraud and protecting our customers and the Bank from financial loss and Fraud Risk.
- The individual in role is required to operate in a continually challenging and dynamic environment. The role holder regularly engages with employees in FCTM, RBWM, FCR Transformation, FCR Simplification, Business Heads, Global Operations, Executive Management and Bank Executive Management.
- The role holder reports directly to the US AND CANADA Head of Fraud Operations.
Management of Risk
- The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
- The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
- This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
- Also by addressing any areas of concern in conjunction with entity management and/or the appropriate department.
Observation of Internal Controls
- The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
- The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term âcomplianceâ embraces all relevant financial services laws, rules and codes with which the business has to comply.
- This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
Qualifications
- Extensive experience of operational and change management
- Proven leadership skills and demonstrated ability to deliver sustained business results
- Extensive experience of financial planning and cost/headcount management.
- Working knowledge of ServCo model and associated billing requirements
- Excellent strategic planning and influencing skills, with ability to successfully translate strategy into business initiatives
- Proven ability for courageous decision-making and driving business performance
- Ability to act swiftly and think innovatively at times of unexpected, and/or large scale attack by criminals
- Customer centric approach with focus on delivering excellent customer service
- Must show experience of both tactical and strategic thinking and understand when to apply each way of thinking,
- Capability for strong management control with ability to manage multiple, complex dimensions within the operation
- Ability to build positive relationships with a diverse network of key stakeholders and influence / manage collectively at senior executive level
- Ability to influence and negotiate at Executive and Senior Management levels
- Strong communication skills with proven ability to adapt this according to context/audience
- Proven capability for flexibility in managing competing, new emerging fraud types and changing priorities under pressure
- Significant knowledge of RBWM products, systems, regulations and processes.
EEO/AA/Minorities/Women/Disability/Veterans
Find one job in US 