Fraud operations Team Leader
Grade CR2
Manchester – Balloon St (Hybrid/WFH)
Permanent opportunity
Hiring manager – Nic.Ward@co-operativebank.co.uk
A career that makes a difference
Who we are
Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.
What we’re about
We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.
Role:
To plan, develop, motivate, organise and control the Fraud and Disputes related activities and resources of a team to deliver customer satisfaction and operational objectives, building effective capability in the team to ensure targets can be achieved whilst continually maintaining all quality, regulatory and procedural standards.
Key Accountabilities:
* Lead, develop, coach and motivate colleagues to ensure they are aware of and capable of delivering their responsibilities and to ensure the creation and maintenance of an effective working climate and a continuous improvement ethos focussed on delivering to customer needs.
* Plan, organise, control and monitor the activities of the team to optimise resources and oversee their work so that the team maximises its performance against Fraud Operations targets and standards.
* Continually review and measure team activities against targets, standards and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
* Develop team understanding of business plans, and current performance, to enable them to contribute effectively to delivering to customer needs and to the performance and continuous improvement of the business.
* Participate fully in or lead recruitment activities for the team, including making decisions on individuals, to ensure the team possesses sufficient colleagues of the required capability to deliver its responsibilities.
* Carry out all required team management activities, including effectively implementing performance management processes so that colleagues maximise their performance and individual performance issues are addressed, to ensure the smooth functioning of the business area.
* Lead the rapid identification, analysis and resolution of operational problems to ensure the minimum interruption to the team’s work, and present conclusions and recommendations for improvements to more senior staff.
* Lead the rapid identification, analysis and root course analysis of fraud trends and present conclusions and recommendations for improvements to ensure risk are understood and control gaps are tightened or closed.
* Maintain process and output documentation to meet all local, business and regulatory requirements.
* Report on the performance of the team, identifying trends, potential problems and opportunities and propose and implement ways in which performance can be improved.
* Participate fully in defining targets, standards and service levels to ensure they meet the needs both of the business and the customer.
* Participate in the development, and maintenance of procedures, systems and processes to support the effective delivery of operational activities, and manage the effective implementation of any changes and developments into the work of the team.
* Resolve customer queries and issues escalated from colleagues, further escalating significant problems as appropriate and identifying and highlighting trends/emerging issues to enable their early resolution.
* Participate in, or lead as appropriate, projects, ensuring responsibilities as part of the project team are delivered to plan.
* Provide support as required to other teams and team managers to facilitate the effective delivery of operational activities and the swift resolution of problems and issues.
* Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
What we want from you:
* You have a passion for delivering great customer service and taking ownership of customer queries.
* You’ve got excellent leadership and interpersonal skills
* You are reliable and ethical, respecting customers and colleague’s confidentiality.
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What you can expect from us:
- 27 days holiday at start, rising to 30 days
- Competitive pension / income protection / life assurance
- 2 paid days for volunteering per year
- Positive working environment in contemporary offices
- Strong career path within Financial Services
- Family friendly policies and supportive working environment
- Recognition scheme and a culture in which we celebrate success
- Colleague network groups committed to inclusion and diversity within our Bank.
We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
Please note we may withdraw this vacancy once sufficient applications have been reached.