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We are looking for a self-motivated subject matter expert with a passion for Fraud and doing the right thing for our customer and colleagues within our Edinburgh & Manilla Operations team.
You will help foster an exceptional & unique culture. A culture that will evolve with each new addition and it will be your role to help ensure we have the foundations in place to bring the very best out of our Operations teams helping them to live their best purposeful work life each and every day & ensuring delivery of exceptional customer experience. You will be comfortable with thinking big but starting small, knowing the best ways to grow our people & processes to drive exceptional performance.
Translate Fraud Operations strategy into priority actions to ensure the delivery of a high quality, professional service to all internal and external customers and stakeholders
Own the delivery and build of the Fraud Operations team alongside the Fraud Operations management team
Work alongside process and technology teams to deliver a world class fraud operations function
Ability to see the "big picture", joining the dots quickly of how people & culture fit into the company's overall business strategy and goals
Are passionate about how creating a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture
Has a point of view, can influence credibly based on experience, business knowledge, depth of insight, market and best practice
Have a good understanding of the Fraud landscape within the UK market and the current opportunities and current best practise being used by all Financial services companies
Work with the Head of Fraud Operations to ensure we build an operation that will deliver exceptional service and risk mitigations at all times
Leverage their career expertise alongside a deep understanding of banking contact centres and the digital service industry, in order to set up the best Operations function
Be comfortable with data and operational metrics, with experience in reporting these to senior stakeholders. Ensuring complex data sets are communicated at the right level to ensure understanding across all levels within the organisation.
Banking/Financial experience, especially in Fraud &/or Financial Crime disciplines
Familiarity with relevant Fraud legislation and regulatory requirements is essential.
Experience in owning a delivery plan and working with both technical and product teams to deliver world class experiences for both colleagues and customers.
In depth understanding of the challenges facing an Operations team through a period of growth/change