- Lead 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 place!
So what about you
- A passion to deliver good customer outcomes balanced with commercial imperatives
- Sound knowledge of fraud across all aspects of the lifecycle
- Good influencing skills both within your team, across with other teams, wider organisation and third parties
- Strong communication skills that can adapt easily to different audiences
- The ability to challenge and be challenged internally and externally
- Someone who brings diverse thinking and can solve challenges from different perspectives
- A belief that we work together to succeed!
- Passion for continuous learning and improvements
What we will give you
- A highly competitive reward package with options to personalise some of the benefits
- To be part of our team of experts who are motivated together to use the scale and experience of Lloyds Banking Group to help protect people
- The platform to grow for skills in the role and future roles
- To lead a highly respective team in an organisation that cares about protecting customers.
