Head of Fraud Customer Treatments

1 week ago

Chester, United Kingdom Lloyds Banking Group Full time £125 - £150

Head of Fraud Customer TreatmentsBe one of the first applicants, read the complete overview of the role below, then send your application for consideration.SALARY: £114,810pa to £135,000pa plus an extensive benefits package.LOCATION: Bristol, Edinburgh, Leeds, Halifax, Chester, Belfast, Birmingham, Manchester, Glasgow, Hove, Newport.HOURS: 35 hours, full time.WORKING PATTERN: Hybrid – at least two days per week at one of the hubs.Why Lloyds Banking Group?We invest billions in people, data and tech to transform how we meet the evolving needs of our 26 million customers. We work collaboratively, agilely, and with purpose, helping our colleagues, customers and businesses achieve the best outcomes.AccountabilitiesLead the strategy for how we respond to and remediate customers who may be victims of fraud.Own and evolve customer treatment strategies for fraud, considering the changing threat landscape, industry best practice and regulatory expectations.Champion strategic fraud initiatives within LBG and externally, leading SMEs to define and enable delivery.Act as the key link between front‑line teams, conduct teams, technology teams, complaints teams and wider partners to drive better outcomes for customers.Drive fraud awareness and education, bringing these topics to the forefront of customer communication.Make critical decisions on customer reimbursement in complex fraud cases.Advocate for system‑wide changes to better protect consumers in the UK, using strong communication and relationship skills.Lead the response to fraud regulation and regulatory requirements.Manage a team of ~20 highly specialised subject matter experts (SMEs).About youDeep Customer Conduct and Treatment Expertise: Proven ability to support and remediate customers who are or may be victims of fraud, and to evolve treatment strategies in response to threats, industry practices and regulatory expectations.Strategic Leadership: Experience defining and delivering strategic fraud initiatives, and acting as a catalyst for cross‑team collaboration.Influence and Advocacy: Credible influence over regulators, industry solution providers and peer banks to solve complex victim scenarios.Decision‑Making in Complex Situations: Ability to make critical decisions on customer reimbursement and to prioritise actions in challenging times.Communication and Education: Champion fraud awareness and education for customers and colleagues.Team Leadership: Experience leading a specialised SME team, inspiring, challenging and supporting members to foster diverse thinking and collaborative problem‑solving.About working for usWe are proud of our inclusive culture and celebrate diversity in all its forms. We offer a menopause health package, a Working with Cancer initiative, and are disability confident. We welcome applications from under‑represented groups. xpwpeyx So, if you are excited by the idea of becoming part of our team, get in touch.#J-18808-Ljbffr

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