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
1. Focus on developing a high performing business operations function, delivering optimised service experience within Fraud and Financial Crime Operations
2. Work collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience
3. 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
4. Act as subject matter expert for best in class digital business policy, processes, products and solutions
5. Collaborate with technology and process engineering teams to design best in class business customer experiences while mitigating risks
6. Manage stakeholder relationships working with global teams to ensure we deliver exceptional service at all times
7. 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
8. Relevant expertise in Financial Services banking or another heavily regulated industry
9. Proven ability to work collaboratively across teams and with Business Leaders and Managers to implement change.
10. Strong leadership, communication, presentation and influencing skills.
11. In-depth understanding of Fraud & Financial Crime Operations, ideally within a digital/retail banking or similar environment
12. Experience in strategic projects aligning with project, governance and regulatory requirements.
13. Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business.
14. Understanding of contact centre operations, including contact channel development, AI, and the latest innovations in service technology and customer contact centre processes
15. 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
16. Experience working with Controls/ Operational Risk Management in a large, complex banking organization in an operations setting
17. Ability to work independently in a dynamic environment of change, challenge and multiple deadlines, maintaining high attention to detail.
18. Excellent communication skills, including active listening and the ability to capture and deliver key takeaways from engagements in writing.
19. Strong analytical skills to assess data-driven situations and formulate appropriate conclusions
20. Prior experience leading or managing a team within an operational environment
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