Head of Fraud Operations

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,500 people across our London, Southampton, Cardiff and Manchester offices.
**Our recruitment process**:
**Closing date**: Tuesday 18th March, 10am.
Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you Our interviews are conversational and we want to get the best from you, so come with questions and be curious.
Stage 1 - Prescreen call with Anna Griffin, Talent Acquisition Partner
Stage 2 - Role related interviews with relevant stakeholders.
**About the role**:
The Head of Fraud Operations & Strategy is responsible for overall management of the Fraud Operations teams, leading and setting the strategic direction & vision of the Fraud teams and leading the delivery of multiple complex projects in this fast-paced division.
This role will lead the development, implementation and continual refinement of the bank’s fraud prevention, detection, and response strategies.
As a leader, the Head of Fraud Operations & Strategy will work with the Fraud Operations teams to establish a proactive fraud management culture, leveraging cutting-edge technologies, data analytics, and industry best practices to minimise risk, prevent customer harm and ensure regulatory compliance.
The role will be responsible for ensuring all activities are conducted in line with the Bank’s risk appetite and in full compliance with all regulatory requirements.
**Location**:
We're looking for this position to be based in either Cardiff, Southampton or Manchester. As a Senior Leader within the department, we'll be looking for onsite presence in all sites (including London), with a minimum of 10 days per month spent in the office.
The Head of Fraud Operations & Strategy is responsible for leading and strategically developing:

- Fraud Prevention, Investigation and Fraud Claims teams
- Fraud Strategy & Change teams

**Specifically the role will be responsible for the following**:

- Develop and implement a comprehensive fraud operational strategy aligned to the bank’s overall risk management framework to actively reduce fraud losses to the bank and customers
- Ensure all fraud prevention activities comply with relevant UK (and where necessary international) regulations, industry standards, and internal bank policies
- Leading the identification and mitigation of fraud risks, advising on measures to improve and reinforce systems and processes in order to keep our bank and customers safe.
- Maintaining an awareness of typologies within Financial Crime and building relationships with the sector to establish best practice.
- Understanding regulatory requirements and horizon scan to ensure the bank is prepared, identifying any business opportunities that come from such developments.
- Ensuring alerts are responded to with a high level of quality, in a timely manner and that appropriate resourcing is in place to handle the workload
- Leading the continual improvement of the control environment to focus the teams on the highest risk areas and reduce false positive alerts
- Liaise with regulatory bodies, law enforcement, and industry associations to stay abreast of emerging fraud trends and regulatory changes
- Recruiting and developing the Fraud Operations management team.
- Provide assurance through data and reporting to internal committees and external regulatory bodies
- Leadership & Development; develop capacity and capability to deliver a highly skilled, high performing, efficient and sustainable workforce

**Requirements**:
**Behaviours & Competencies**:

- Strong people leadership skills with the ability to motivate and inspire senior managers and teams across a complex operation.
- Knowledge - Expert in fraud regulation and fraud strategies
- Stakeholder Management - building and maintaining good working relationships with Customer Support, Engineering, Data and Second line of defence, as well as strong internal relationships within the Financial Crime Operation
- Collaborative working style and customer focused, placing the end customer at the heart of all decisions.
- Personal resilience, interpersonal credibility and integrity.
- Analytical and flexible thinking style, adapting quickly to change and a fast-paced environment. A strategic outlook with commercial acumen and business planning capability.
- Technical competency at understanding the appropriate use of models, data, MI and statistical analysis, and the rationale behind those decisions.
- Ability to report effectively to Executive Level

**Skills & Experience**:

- Subject Matter Expertise - Fraud
- Sound understandi