Head of Fraud Customer Treatments

Join to apply for the Head of Fraud Customer Treatments role at Lloyds Banking GroupPlease make sure you read the following details carefully before making any applications.Job Title: Head of Fraud Customer TreatmentsSalary: £114,810 pa to £135,000 pa plus an extensive benefits package.Location: Bristol, Edinburgh, Leeds, Halifax, Chester, Belfast, Birmingham, Manchester, Glasgow, Hove, Newport.Hours: 35 hours, full time.Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of the listed hubs.Why Lloyds Banking Group?Like modern Britain we serve, we’re evolving. We invest billions in our people, data and tech to transform how we meet the ever‑changing needs of our 26 million customers. We embrace collaborative, agile ways of working to deliver the best outcomes for our colleagues, customers and businesses. We’re growing with purpose. Join us on our journey and you will tooAbout the roleEvery day the media shares stories about fraud and the impact on people. Fraud can affect anyone, and the threats are constantly evolving. We play a meaningful role in mitigating these threats so the UK can grow and prosper. This team protects the group and our customers from fraud while creating a smooth customer journey.This role focuses on how we best respond to and support customers who have been or might be victims of fraud. You will possess strong customer conduct and treatment capability, and you will influence regulators, industry solution providers and peer banks on how to solve complex victim scenarios amid evolving regulations.The role is at the forefront of the value of ‘Helping Britain Prosper’ by ensuring we build trust and security for our customers as well as consumers across the UK.AccountabilitiesLead the strategy for defining how we respond to and remediate customers who may be fraud victims.Own and evolve customer treatment strategies for fraud considering the threat landscape, industry practice and regulatory expectations.Champion strategic fraud initiatives within LBG and externally, leading SMEs to deliver these initiatives.Be the key link between front‑line teams, conduct teams, technology teams, complaints teams and wider partners to drive better outcomes for customers.Drive how we communicate with our customers to bring fraud awareness and education to the forefront of protecting them.Decide how we reimburse customers who have been victims of fraud in the most complex situations.Advocate for changes needed across the banking sector to better protect consumers from fraud 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.Act as the conscience and judge of where to focus our efforts in helping customers during challenging times.About youDeep Customer Conduct and Treatment Expertise – profound understanding of supporting and remediating customers who may be fraud victims, and the ability to evolve treatment strategies.Strategic Leadership – lead the definition and delivery of strategic fraud initiatives, connecting front‑line, conduct, technology, complaints and other stakeholders.Influence and Advocacy – credibly influence regulators, industry solution providers and peer banks to solve complex victim scenarios, and advocate sector‑wide changes.Decision‑Making in Complex Situations – make critical decisions on customer reimbursement in complex fraud cases.Communication and Education – champion fraud awareness and education, bringing these topics to the forefront for customers and colleagues.Team Leadership – inspire, challenge and support a team of highly specialised SMEs, fostering diverse thinking and collaborative problem‑solving.About working for usOur focus is to be inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We welcome applications from under‑represented groups and are disability confident. If you need reasonable adjustments to your recruitment process, just let us know. xpwpeyx So, if you’re excited about becoming part of our team, get in touch. We would love to hear from you#J-18808-Ljbffr