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Director Fraud Operations
Barclays Capital
Whippany, NJ, United States
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Director US Fraud Operations
Description
About Barclays
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.
Our two clearly defined divisions, Barclays UK and Barclays International, provide diversification by business line, geography and customer, enhancing financial resilience and helping to contribute to the delivery of consistent returns through the business cycle. We have a strong core business with exciting prospects, well positioned to deliver long-term value for our shareholders.
The businesses are supported by The Group Service Company. This delivers critical infrastructure services and enhances operational continuity for our business units, it is a centre of excellence for services required by the business, such as fraud management and cyber security, reducing duplication and promoting best practice across our businesses.
Consistent with the objective of delivering long-term sustainable value for all our stakeholders, we have developed our Shared Growth Ambition – our approach to citizenship and the sustainability of the business model we operate. The aim is to make decisions and do business that provides our clients and customers, and the communities which we serve, with access to a prosperous future.
The delivery of our strategy is underpinned by the energy, commitment and passion of our people, and we are clear on our common purpose: creating opportunities to rise. We are a company of opportunity makers working together to help people rise – customers, clients, colleagues and society.
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. Other principal locations include Delaware, Nevada, Ohio and Maine.
About Cards and Payments
We’re in the business of firsts. We’re one of the largest payment providers in the world, and we have a simple ambition. We want to be the most recommended brand to help consumers buy and sellers sell, every day. What makes us different is our drive to delight our customers with bespoke and brilliant solutions.
About Cards and Payments COO
We are the engine of Cards and Payments with a particular focus on our businesses in the US and Germany with over 6,000 colleagues in multiple locations. We are running, maintaining and transforming all customer processes and interactions as well as the underlying technology platforms. Our aim is to create a powerful cards and payments platform for the future, aligned to support strategic business objectives across UK, US and Germany.
EEO
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.
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.
Overall Purpose of Role:
The role holder will have accountability for US Fraud Operations and be part of the leadership team for Global Fraud Operations and BCUS fraud team. The role holder will also be responsible for managing external relationships as a key representative of BCUS and work collaboratively with Head of Fraud Policy, Head of Customer Experience and other senior leaders across BCUS. They will be an exceptional leader, expected to influence at the highest level. As the most senior member of Fraud Operations in BCUS, they will be accountable for all aspects of Fraud Operations performance and the development & delivery of the operational strategy roadmap.
Specific responsibilities includes:
• Delivery of the Fraud operational performance
• Delivery of Fraud Operations strategic and operational road map including alignment with Global Fraud Operations TOM
• Responsible for managing the US Fraud operational budget
• Responsible for establishing and executing the global site strategy for US Fraud Operations
• Fraud loss reduction working with Credit Risk and each business unit
• Improving the customer experience as it relates to Fraud Operations
• Provide leadership as part of Global Operations TOM team
• Accountable for Internal and External Special Investigations
• Accountable for internal and external stakeholder management including representing Barclays at Fraud industry forums
• Accountable for compliance, internal audit, and external regulatory exam performance and driving a culture of risk management within Fraud Operations
Overall Responsibilities:
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 TRANSFORM initiatives in Fraud Operations to make significant advances in digital and automation agenda
• Accountable for all operational budgets, including reducing costs through identifying tactical efficiencies & improvements that respond to market events
• Responsible for identifying operating requirements and improvements for the end to end Fraud prevention processes
• Accountable for all relationships regarding fraud operations – internal/external and at all levels, including benchmark and best practice participation and awareness
• Accountable for ensuring Fraud transformational change is successfully delivered, cognisant of its impact across the Barclays Group, its colleagues and the overall customer experience
• 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
• Accountable for utilising MI & insight to deliver performance and benefits to be monitored and measured
• Manage effectively the need to pursue aggressive fraud reduction while protecting and enhancing customer experience through process and policy improvements
• Accountable for complying to legal and regulatory requirements resolving complaints, including the management of these complaints to the satisfaction of both customers and the Bank
• Accountable for fostering an environment where operational learning is adopted from operational performance MI, including complaints MI
Strategic Planning and Stakeholder Management (30%)
• Demonstrate active leadership within Global Fraud Operations team ensuring BCUS strategy is fully understand and the business is proactively engaged
• Be constantly abreast of fraud trends and threats and drive proactively 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 Barclaycard/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
• Role model collaborative leadership style across Fraud community in all interactions with BCUS 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
• Accountable for the innovative strategic direction across all products and portfolios
• 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
• Explore value maximising opportunities within Fraud detection and prevention. Encourage collaboration to identify and research ideas and initiatives and progress/recommend with supporting business case for all including those that require capital investment above own limit of authority
• Role model the Barclays values & behaviours
• 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
Risk and Control Objective
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
Please see also key accountabilities and person specification for risk & control related details.
• 4 year Bachelors degree
• 10 + year’s experience in fraud management in the financial services industry