Vice President - Fraud Operations Claims & Investigations Job at Barclays (Henderson)

Job Description

The Vice President - Fraud Operations Claims & Investigations will lead the end-to-end execution of fraud claims, non-fraud disputes, and chargeback management within our U.S. credit card business. This senior leader will oversee a large, multi-tiered team focused on delivering efficient, compliant, and customer-centric outcomes while driving continuous process improvements and strengthening the control environment.

Job Responsibility

Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices
Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations
Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs
Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality
Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement
Compliance with all regulatory requirements and internal policies related to customer experience
Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas
Management of attrition by working closely with HR in implementing retention initiatives for work force

Requirements

Deep expertise in financial services operations, including credit card fraud, disputes, and chargeback management
Proven ability to lead large-scale, high-volume operations and manage multiple layers of leadership, including front-line managers and Assistant Vice Presidents
Demonstrated success in driving operational transformation, implementing process improvements, and enhancing control frameworks

Nice to have

Expertise in Mastercard and Visa chargeback and dispute processes
Understanding of U.S. regulatory requirements such as Reg E and Reg Z
Ability to manage risk effectively in a highly controlled environment
Excellent executive communication, stakeholder management, and change leadership skills
Data-driven decision-making with experience leveraging analytics to enhance performance and drive optimization

What we offer

Hybrid working
Modern workspaces, collaborative areas, and state-of-the-art meeting rooms
Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations
Health and wellness
A place where you can belong

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Vice President - Fraud Operations Claims & Investigations

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