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Head of Fraud Customer Treatments
2 weeks ago
DescriptionLead the strategy for defining how we best respond to and remediate our customers who may be victims of fraud.Own and evolve how we define customer treatment strategies for fraud taking into account a changing threat landscape, evolving industry practice and regulatory expectation.Champion strategic fraud initiatives within LBG and externally, and lead SMEs to define and enable delivery of these initiatives.Be the key link between our front‑line teams, conduct teams, technology teams, complaints teams and wider stakeholders to drive better outcomes for customers. Work passionately across teams to deliver the right outcomes for customers and the bank.Catalyst for how we communicate with our customers to bring fraud awareness and education to the forefront of protecting our customers.Decision maker for how we reimburse customers who have been victims of fraud in the most complex of situations.Advocate for changes needed across the banking sector and associated sectors to better protect consumers from fraud from occurring in the UK using strong relationship and communication skills both internally and externally.Lead our response to fraud regulation and regulatory requirements.Lead a team of around 20 highly specialised SMEs.Ultimately this role is our conscience and our judge of where to focus our efforts in helping our customers in the most challenging of times when fraud is taking placeSo what about youA passion to deliver good customer outcomes balanced with commercial imperativesSound knowledge of fraud across all aspects of the lifecycleGood influencing skills both within your team, across with other teams, wider organisation and third partiesStrong communication skills that can adapt easily to different audiencesThe ability to challenge and be challenged internally and externallySomeone who brings diverse thinking and can solve challenges from different perspectivesA belief that we work together to succeedPassion for continuous learning and improvementsWhat we will give youA highly competitive reward package with options to personalise some of the benefitsTo be part of our team of experts who are motivated together to use the scale and experience of Lloyds Banking Group to help protect peopleThe platform to grow for skills in the role and future rolesTo lead a highly respective team in an organisation that cares about protecting customers.At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.We're focused on creating a values‑led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference. #J-18808-Ljbffr
