Fraud Service Delivery Manager

Business Unit:  Fraud Service DeliverySalary range: £56,000 - £70,000 per annum DOE + red-hot benefits Location:  UK Remote with occasional travel to a hub

Get out of your comfort zone. Live a life more Virgin.

Our Team

In this role you'll be the driving force behind improving our service offering to customers navigating the fraud journey. You'll provide leadership, delivery, and management of all metrics relating to fraud service delivery, using key data points and MI to influence stakeholders in improving customer journeys and outcomes.

If you are self-motivated, enthusiastic, and ready to make a real difference within an exciting team then we are looking for you!

What you'll be doing

• Develop and track KPI's across all areas of the fraud journey, and work collaboratively to improve metrics which drive good customer outcomes.
• Support Fraud Operations to drive activity required to offer a best-in-class service to our customers.
• Internal stakeholder engagement at all levels to ensure fraud service delivery performance measures and improvement activity, is visible and recognised across the business.
• Keep abreast of industry best practices, best in class performance measures, and opportunities to improve customer experience and reduce fraud loss through effective operational teams.
• Work with Fraud Operations to build a cost-effective function, which is focussed on seamless journeys for customers and efficient operational processes, building an agile and future proof business.
• Support capacity planning and forecasting to drive the interlock process between system changes and resourcing.
• Provide subject matter expertise as required.

We need you to have

• Experience of working in an Fraud operational team
• Proven track record of delivering results particularly in customer service/experience
• Extensive knowledge of fraud operational teams and customer journeys relating to fraud.
• Excellent analytical and problem-solving abilities, with the capacity to make data-driven decisions and solve complex fraud-related challenges.
• To be a motivated and proactive individual who is passionate about delivering best in class experiences for customers.
• The ability to connect with stakeholders at all levels and communicate effectively to influence decisions.
• The ability to independently manage and prioritise your own workloads.
• The ability to holistically review problems and implement better solutions.
• Operational excellence awareness and experience.
• In depth knowledge across fraud typologies within a retail banking context.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if Part–Time) plus the option to buy more.
• Up to five extra paid well-being days per year. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we're lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin MoneyWe're making great strides towards achieving our ambition of becoming the UK's best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we're a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. Be yourself at Virgin MoneyOur purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team

It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

Now the legal bitLiving A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.