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Fraud Investigations Vice President
Barclays Capital
Whippany, NJ, United States
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Description
Job Title
Fraud Investigations Vice President
Location 400 Jefferson Park, Whippany NJ
About Us
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.
About Barclays in the US
Barclays offers corporate and investment banking and credit card services in the US. Our 10,000 US colleagues are located in offices across the country, with headquarters in New York City. In 2017, Barclays announced plans to create a world-class campus in Whippany, New Jersey, for our Technology, Operations and Functional teams in the US. The Whippany campus will play an important role in Barclays’ future, bringing together a number of Chief Operating Officer (COO) and Functions teams in a single state-of-the-art work environment and will become one of the flagship sites in our global footprint. Planning is ongoing, and as we seek to hire and retain the best talent in the industry in this strategically important site for Barclays, this role may move to the Whippany campus in the near future.
About Fraud Investigations
The Investigations area is responsible for investigating reported charges by contacting customers and merchants in an effort to determine liability, validity of claims and recovery opportunities. They are also responsible for minimizing fraud losses by utilizing the funds recovery methods with merchants. Investigative recovery efforts may require coordination with Law Enforcement through appropriate legal processes.
About Fraud Operations
The Fraud Operations department is responsible for the monitoring, identification, prevention and recovery of fraudulent activity and applications across both our credit and deposit account portfolios; while also striving to provide best-in-class experiences to our customers. The department works to mitigate losses and recover funds through its interaction with customers, potential perpetrators, merchants, other financial institutions and law enforcement agencies.
Overall Purpose of role
The role holder will have accountability for US Fraud Investigations and be part of the leadership team for Fraud Operations and BUS fraud team. The role holder will also be responsible for managing external relationships as a key representative of BUS and work collaboratively with Head of Fraud Policy, Head of Customer Experience and other senior leaders across BUS. They will be an exceptional leader, expected to influence at the highest level. As a senior member of Fraud Investigations in BUS, they will be accountable for all aspects of Fraud Investigations performance and the development & delivery of all Inbound/Outbound strategies and production
Your Role
• Delivery of the Fraud Investigations operational performance
• Delivery of Fraud Investigations Operations strategic and operational road map including alignment with Global Fraud Operations
• Fraud loss reduction working with Fraud Strategy and each business unit
• Improving the customer experience as it relates to Fraud Operations (Investigations)
• Provide leadership as part of Global Operations team
• Responsible for managing the US Fraud operational budget for Fraud Investigations Operations
• Operational Planning and Execution (40%)
• Accountable for the definition, agreement and achievement of operational Fraud performance objectives
• Accountable Executive responsible for leading and driving the delivery of initiatives in Fraud Operations to make significant advances in the digital counsel and automation agenda during 2019
• Accountable for operational budget, including reducing costs through identifying tactical efficiencies & improvements that respond to market events.
Stakeholder Management and Leadership (30%)
• Demonstrate active leadership within Global Fraud Operations team ensuring BUS strategy is fully understood and the business is proactively engaged
• Be constantly abreast of fraud trends and threats and proactively drive to maintain appropriate people and systems capabilities to be among market leaders in loss levels and customer experience
• Intimately understand the business priorities and strategies of the business units supported by Fraud Operations to ensure a strategy that meets with overall risk appetite, revenue targets and customer experience strategies
• Keep internal and external stakeholders appropriately informed and engaged
• Maintain a mutually beneficial relationship with counterparts across Barclays to identify synergies and areas of opportunity
• Partner with Fraud Strategy to come up with the best strategies that balance loss mitigation and customer experience
• Participate in discussions with other Fraud professionals across Barclays regarding best practices, cost management, tools, analytics and other topics of common interest.
• Maintain solid network with other Fraud professionals in the payments business as well as relevant suppliers
• Participate in benchmarking forums and professional organizations that could benefit Barclays by providing insight into consumer and fraud trends
• Providing Powerful Leadership (30%)
• Responsible for the performance management of all colleagues within their remit, in accordance with compliance standards
• Accountable for all relationships regarding Fraud operations – internal/external and at all levels, including benchmark and best practice participation and awareness
• As an exceptional leader, ensure all leadership teams & colleagues have a clear understanding of their personal and team vision, mission, goals and objectives and their expected contribution
• Accountable for ensuring all new and existing processes comply to legal and regulatory requirements and reduce exposure to fraud as well as being supported at an appropriate cost
• Manage effectively the need to pursue aggressive fraud reduction while protecting and enhancing customer experience through process and policy improvements
• Role model the Barclays values & behaviors
• Be committed to championing the cultural change needed to re-enforce consistent Fraud disciplines and ways of working across all channels
• Communicate with passion and enthusiasm and embrace change as a way of working
• Pursue your own development to increase personal effectiveness, acknowledging strengths and areas of development.
Decision-making and Problem Solving
• Responsible for identifying operating requirements and improvements for the end to end Fraud Investigations
• Role model collaborative leadership style across Fraud community in all interactions with BUS and Global Operations stakeholders
• Support the translation of a clear business performance agenda for the business units they directly manage; assign accountability and determine critical measures of success
• Explore value maximizing opportunities within Fraud Investigation. Encourage collaboration to identify and research ideas and initiatives and recommend with a supporting business case for all including those that require capital investment above own limit of authority
• Accountable for the innovative strategic direction across all products and portfolios
• Accountable for ensuring Fraud transformational change is successfully delivered, cognizant of its impact across the Barclays Group, its colleagues and the overall customer experience
• Accountable for utilizing MI & insight to deliver performance and benefits to be monitored and measured.
Basic Qualifications/Skills
• 10+ years of experience gained in a Credit Operation and or Risk Management managing operational process design
• 8+ years of experience with budget management and cost reduction
• Forecasting and Business Modelling (8+ years of experience)
• 5-7 years of experience in key internal and external senior stakeholder/supplier and customer relationship management
• 5-7 years of experience with internal and external benchmarking practices
• 5-7 years of experience delivering successful business and cultural change and delivery of associated benefits
• Must be able to travel to Ohio, Nevada and Maine on a regular basis as Teams are located in all 3 locations.
Preferred Qualifications/Skills
• Recognized in the industry as best in class in fraud management in the financial services industry (preferably cards or payments business)
• Significant experience across all areas of fraud
• Preferred experience in credit risk or working closely in collaboration with credit risk
• Experience working within and leading international organizations and teams
• Proven outstanding leadership qualities
• Supplier, Stakeholder and Customer relationship management
• Strong communications style with the ability to tailor according to audience. Will include group presentation, negotiation and influencing situations
• Results focus (driven by results and ability to focus others in the same way)
• Commercial judgment and awareness
• Excellent planning, organization and analytical skills
• Proven cost management
• Ability to learn at speed and grasp complex issues
• Strong use of initiative and conceptual thinking
• Willing to challenge status quo, influencing at both a Business Unit and TC level and take balanced risks
• Comfort in managing remotely, leveraging collaboration tools and video conferencing
• Extensive knowledge of those personal sector products and services that require operational fraud prevention support to reduce fraud charges
• Knowledge of performance analysis methodology, both internal and external to the bank.
• Knowledge of Corporate Governance, compliance requirements and internal Risk and Rigour Management
• Knowledge of product related business and operating processes and associated systems
• Knowledge of Group people policies and procedures
• Knowledge of business change disciplines
• Knowledge of Process Management and Improvement Methodologies
• Knowledge of group strategy, operating structure /interfaces/business processes and product set.
• Knowledge of the economy, market and customer trends affecting the business.
• Knowledge of technical infrastructures and technical developments.
• Knowledge of commerce and finance including Profit and Loss Accounting and Value Based Management
• Strong leadership skills with proven experience of leading large teams
• Strong Commercial awareness within field
Risk and Control Objective
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Your Application
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Barclays Values & Diversity
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. We are an equal opportunity employer and we are opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.