As a Vice President – Operations Strategy and Delivery - Fraud & Financial Crime you'll balance tactical delivery and strategic direction setting. You will work across teams within Fraud and Financial Crime to enhance our operations for our people, processes, and customer journeys.
Job Responsibilities
Focus on developing a high performing business operations function, delivering optimised service experience within Fraud and Financial Crime Operations
Work collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience
Define, implement and maintain operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service
Act as subject matter expert for best in class digital business policy, processes, products and solutions
Collaborate with technology and process engineering teams to design best in class business customer experiences while mitigating risks
Manage stakeholder relationships working with global teams to ensure we deliver exceptional service at all times
Operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
Required qualifications, capabilities and skills
Relevant expertise in Financial Services banking or another heavily regulated industry
Proven ability to work collaboratively across teams and with Business Leaders and Managers to implement change.
Strong leadership, communication, presentation and influencing skills.
In-depth understanding of Fraud & Financial Crime Operations, ideally within a digital/retail banking or similar environment
Experience in strategic projects aligning with project, governance and regulatory requirements.
Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business.
Understanding of contact centre operations, including contact channel development, AI, and the latest innovations in service technology and customer contact centre processes
A proven record of what it takes to build and maintain a strong culture and developing this for people, customer & business success.
Preferred qualifications, capabilities, and skills
Experience working with Controls/ Operational Risk Management in a large, complex banking organization in an operations setting
Ability to work independently in a dynamic environment of change, challenge and multiple deadlines, maintaining high attention to detail.
Excellent communication skills, including active listening and the ability to capture and deliver key takeaways from engagements in writing.
Strong analytical skills to assess data-driven situations and formulate appropriate conclusions
Prior experience leading or managing a team within an operational environment
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Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.