Vice President - Fraud Operations Claims & Investigations

Join us as a Vice President - Fraud Operations Claims & Investigations. At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. 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. The ideal candidate possesses deep expertise in card dispute and chargeback operations, a thorough understanding of Mastercard and Visa rules, and a proven ability to lead change across complex organizations.

To be successful as a Vice President - Fraud Operations Claims & Investigations you should have:

• 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

Some other highly valued skills may include:

• 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

You may be assessed on the key critical skills relevant for success in this role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role is located in Henderson, NV.

Minimum Salary: $130,000

Maximum Salary: $185,000

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. 

Accountabilities

• 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.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.