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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading fraud operations within regulated financial services, focusing on operational improvement, data-led decision-making, and effective stakeholder communication. Capable of implementing automation and AI solutions while maintaining strong SLA management and quality frameworks.
Highest-signal resume keywords
Fraud Operations LeadershipOperational Improvement RoadmapData-Led Decision-MakingSLA ManagementRegulatory Accountability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Fraud Risk ManagementOperational Data AnalysisProcess Automation PreparationAccount Fraud ExpertiseComplex Escalation HandlingQuality Control FrameworksWorkforce ManagementRoot Cause AnalysisPerformance ManagementOperational Transformation
Soft Skills
CoachingClear CommunicationStakeholder EngagementConstructive ChallengeOperational Confidence
Tools & Technologies
Automation ToolsAI SolutionsWorkforce Management SystemsFraud Detection Software
Industry Keywords
Regulated Financial ServicesFraud OperationsFintechDigital BankingAPP ScamsImpersonation FraudTransaction FraudSOP DevelopmentQuality AssuranceRisk Management
About the role
Key responsibilities & impact- Lead the Fraud Operations function across London and Manchester
- Oversee teams handling APP scams, account takeover, impersonation fraud, transaction fraud and disputes
- Own the operational improvement roadmap and turn priorities into actionable changes
- Own SLA delivery across all fraud queues and monitor MI
- Build clear, consistent, risk-linked processes and SOPs
- Forecast and flex resourcing with Workforce Management, including during fraud spikes
- Establish a quality framework including QC, calibration and feedback loops
- Support managers with operational confidence, escalation and incident handling
- Apply informed judgement to account fraud, APP scams, impersonation and complex customer cases
- Use data and MI to improve service delivery, resourcing, quality and continuous improvement
- Build feedback loops with Fraud Risk teams and advocate for control improvements
- Partner with Product and Engineering on automation and AI-enabled ways of working
- Establish workable standards quickly, implement them and refine them based on learning
- Lead strategic ownership, operational performance, regulatory accountability and people leadership
Requirements
What you’ll need- Experienced fraud operations leader with experience working within regulated financial services
- Experience personally delivering a significant operational build or transformation
- Ability to deliver in fast-moving environments without always having complete data or validated processes
- Practical fraud expertise covering account-fraud risks and complex escalations
- Sound regulatory judgement
- Coaching and performance management strengths
- Willingness to demonstrate the work directly when needed
- Experience using operational data to inform decisions on quality, service levels, capacity and improvement priorities
- Experience preparing processes for controlled automation or AI adoption
- Ability to communicate clearly with senior stakeholders, challenge constructively and follow through on agreed actions
- Operational rigor and data-led decision-making
- Strong SLA management experience
- Experience working with Workforce Management on resourcing and resilience
- Confidence using typology and root cause analysis
- Experience building or scaling fraud operations in a fintech or digital bank (added bonus)
- Additional fraud knowledge across current accounts and lending (added bonus)
Benefits
Comp & perks- Flexible ways of working
- Hybrid working arrangement
- Option to work from abroad for up to 120 days a year, subject to having the right to work in the country of choice
- Work and home-life support from day one
- Workplace free from discrimination
- Reasonable adjustments available during the hiring process