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Head of Fraud
3 months ago
Head of Fraud
About This Role
We're looking for an experienced and Customer Focused Fraud Subject Matter Expert to join our Customer Service Delivery team.
You'll be influential in shaping how fraud risk management evolves at Capital One alongside leading fraud customer service and case investigations.
You will be focused on delivering good customer outcomes, generating deep insights into new fraud attack types and the evolution of understanding of fraud in the first line of defence.
In addition you will closely partner with the Fraud Strategy team, sharing the responsibility for determining where fraud risks exist, or are growing, and ensuring that Capital One adjusts its control environment & operational processes to combat those risks.
What You'll Do
- Reporting to the Director of Customer Service Delivery in the UK business, you will play a key role in enabling applicants & customers to fulfil their financial requirements, whilst protecting them & Capital One from fraud loss.
- You will be a leader not only in Fraud, but across Operations, contributing to the overall success of Operations & in providing good customer outcomes.
- Partner strongly with Fraud Strategy, maintaining & enabling a strong purpose for the virtual team accountable for managing fraud risk.
- Stay abreast of fraud typology & regulatory changes in order to ensure that the business maintains a 'Dynamic and Well Controlled' approach to Fraud Risk management, representing Capital One at industry forums.
- Partner with business partners, Technology, and assurance functions, such as legal and compliance, to drive change within fraud, ensure that broader business changes impacting the fraud risk appetite are assessed and responded to, resulting in appropriate management of fraud risk, within the businesses appetite.
- Synthesise data and reporting; perform analysis and bring valuable business insights through evaluation of relevant information and insights
- Manage, implement and deliver on a key program of change
What We're Looking For
- Experience in a similar Fraud leadership role, ideally with experience of leading significant change and within a cards issuing environment
- Operational team management experience & demonstrable understanding of the requirements of regulation (e.g. Consumer Duty)
- Knowledge of current industry fraud trends and solutions
- The ability to work across different parts of the business to deliver fraud controls that enable good customer outcomes
- You will be comfortable in adapting to change, embracing bold ideas, and are intellectually curious.
- Ability to develop influential relationships based upon shared fraud & customer objectives
- A passion for coaching and investing in the improvement of the team
- Experience in working with a wide range of stakeholders and possess the confidence to be able to challenge and influence external and internal stakeholders
- Confident judgement to formulate proposals and make solid recommendations to senior stakeholders
Where and how you'll work
This is a permanent position and will be based in our Nottingham offices.
Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.
We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.
The number of days you spend in the office will usually be led by the type of work you're doing, and the hybrid working patterns of the people you partner most closely with.
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.
What's in it for you
- Bring us all this and you'll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
- We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance with flexible benefits available including seasonticket loans, cycle to work scheme and enhanced parental leave
- Openplan workspaces and accessible facilities designed to inspire and support you. Our Nottingham headoffice has a fullyserviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do.
We want to work with top talent:
whoever you are, whatever you look like, wherever you
