Director Fraud Operations

Job Description

Job Title:Director Fraud OperationsCorporate Grade:DReports to (Line Manager s Job Title):Managing Director: BUK OpsDirect Reports (if applicable):3 6Business Area:TC-12Key Accountabilities

• Service Delivery and Strategy

• Should have knowledge and awareness around:
  • Running large scale operations in specialist servicing >500 FTE
  • Experience in running processes across multiple verticals in financial services
  • Managing all facets of business Operations, Training, Workflow management and controls.
  • Have experience in driving process governance across people, process and technology using tools to drive operations
  • Should have a basic understanding of Fraud related activities and inbound/outbound/back-office metrics and delivery.
• Experience in transitions, drive process consistency and improvements.
• Managing complex, multi city -domestic and/or international experience in running operations
• Should be Technology literate and have delivered capacity creation through digitization automation and deployed Robotics solutions
• Independent management of business and working with Global stakeholders in a leadership position. In a position of a lead partner versus an order taker
• Should be familiar with managing controls and risks for an organization
• Experience in managing Business continuity, disaster recovery and resilience strategy for operations delivery
• Drive solution and remove blocks for challenges coming in the way of operations and teams performance.
• Continually assess operational needs; develop and implement system and workflow enhancements that drive improved efficiency, lower operational expense, innovation and superior client experience.
• Own and manage all risk elements of the business including but not limited to revenue & cost, attrition, customer experience and brand reputation
• Ensure service level agreements (SLAs) for the process are met as agreed upon with the client.

• Team Management

• Drive a strong Values driven culture within the Business Unit aligned to Barclays Purpose Values & Behaviour
• Own the Talent Development plan for the business and ensure that the right level of investment in made in our Top Talent to groom for bigger & better roles
• Formulate a clear Succession plan and invest in manager development activities Build a strong leadership pipeline
• Actively lead sharing information, learning and knowledge- consistently looking for opportunities to benchmark and gain intelligence within own sector/ professional domain.
• Own the resource management plan for the business and Ensure smooth induction of new hires in the team.
• Embed a culture of regular reviews and performance management aligned to Barclays standards

• Relationship Management (including Supplier Management & Oversight)

• Should have exposure to negotiating with On-shore stake-holders in order to agree Operations strategy with Senior stakeholders and well as obtain buy in on budgets resourcing etc.
• Proactively engage/agree plans and outputs with leadership in the customer sending business units (covering Transitions, Service Delivery, Performance Improvements, Issues Resolution and Complaints)

• Controls and Compliance

• Accountable for establishing and managing all applicable internal audit and regulatory exam submissions and results, delivering a robust methodology of transparent and monitored controls. Remain appraised of and run an organization cognizant and in compliance with the external legal and regulatory environment

Stakeholder Management and Leadership This section should be used to detail the key stakeholders and relationships the role will interact with, both internally and externally. Describe the type of interpersonal skills the role will require. Roles with leadership accountabilities should detail the nature and breadth of leadership.

• Establish and maintain effective working relationships with key stakeholders within BGSC and senior executives and leaders in the customer businesses served
• Proactively engage/agree plans and outputs with senior leadership in the customer sending business units (covering Transitions, Service Delivery, Performance Improvements, Issues Resolution and Complaints)

Decision-making and Problem Solving This section should describe the extent and level to which the job requires evaluative judgement and analytical skills. Detail should be provided as to the type and complexity of problems and the impact the role has on developing or enhancing existing systems or processes

• Provide leadership to the process VP s and management oversight for issue resolution
• Create an environment that encourages staff retention; high levels of staff engagement and ensures employee satisfaction shows a year on year improvement
• The role requires the ownership and clear articulation of business challenges, structured evaluation of potential solutions, including external market and internal options. Proven analytical and problem solving skills, with broad knowledge of complex landscape architectures in Financial services.

Risk and Control Objective [This section is mandatory for all role profiles and must not be deleted]

• Risk and Control: All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.

• Manage the effective/satisfactory control environment of the process
• Ensure compliance to all specified controls; conduct checks and attestation processes

Person Specification

• 20+ Years of experience in leading large scale teams (500+) preferably in BPO s / Banking and Financial service organisations across India / US and UK clients. Should have senior leadership experience at a Director / SVP / GM level
• Excellent communication skills that cut across stakeholders and both junior and senior audiences
• Must have the ability to be hands on, in-person leading large teams, across a 24*7 operation
• Must be able to independently manage Stakeholders and take decision as an equal
• Candidate must have a proven ability to understand technology, digitization, drive automation, deep understanding of robotics implementation and drive change. Should be six sigma / LEAN certified. Must be a driver of innovation and process reengineering.
• Should have all round experience in running business Operations, Training, Workflow management and controls.
• Must have experience with P&L management and forecasting of financials
• Proven ability in delivering large scale innovation, projects and initiatives that cut across more than one function

Essential Skills/Basic Qualifications:

• Hands on experience at a senior managerial level
• Experience in financial management, working with teams across multiple processes, sites and countries.
• Excellent track record during past work experience; stability in previous jobs.
• Graduate OR Post graduate degree in any discipline.
• Demonstrated strong leadership skills through established coaching technique and aware of continuous improvement methodologies

Desirable skills/Preferred Qualifications:

• Experienced leader with good people understanding through available support framework.
• 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.
• Exposure to strategic planning and Transitions
• Should have in-depth understanding and extensive hands-on experience in managing diverse processes in collections,customer service, back office and voice.

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Keyskills :
six sigmaback officerisk management frameworkequal employment opportunitybusiness unitskey metricsnew hiresservice levelinternal auditprocess designmultiprotocol label switching mplspl management