Fraud Operations - Vice President

At Barclays, we don’t just adapt to the future – we shape it. Embark on a transformative journey as Fraud Operations – Vice President, where you'll spearhead the evolution of our Fraud Operations function. You will have to provide leadership to the business unit and manage process performance in line with agreed US/UK Fraud SLAs /targets and all areas as per Barclaycard. Role necessitates the responsibility to ensure the operation is compliant all Fraud related rules and risk and control activities. Key responsibilities include managing regulatory requirements, delivering Business initiatives, owning the key strategic priorities of co-location, creating “ops of the future” enabled through RPA / strategic automations. Additionally, your role requires effective stakeholder management, leadership, and decision-making to support business strategy and risk management. 

To be successful as a Fraud Operations – Vice President, you should have experience with: 

• Hands on experience at a senior managerial level of working with teams across multiple processes and sites.
• Excellent track record during past work experience; stability in previous jobs.
• Graduate OR post graduate degree in any discipline.
• Strong industry understanding and hold of business processes and operating procedures.
• Understanding of relevant legislation and other regulatory requirements.
• Experience in process design /redesign and associated tools such as LEAN, six sigma.
• Large Fraud Operations shop for an international bank in both US & UK environments Vulnerability, Fraud Strategy and Regulated activities
• Have an excellent understanding of US/UK Fraud inbound/outbound/back-office dynamics.

Some highly valued skills include: 

• Demonstrated strong leadership skills through established coaching technique and aware of continuous improvement methodologies.
• Exposure to strategic planning.
• Experienced leader with good people understanding through available support framework.
• Experience of working in large, complex organizations and across different cultures.
• Should have in-depth understanding and extensive hands-on experience in managing.

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

The location of the role is Noida, IN.

Purpose of the role

To lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. Build and maintain your team’s capability to deliver excellent customer outcomes through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to grow business performance. 

Accountabilities

• Customer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
• Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
• Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.
• Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
• Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
• Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.
• Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.
• Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

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.