Vice President – Fraud & Financial Crime - Operations Strategy and Delivery

If you would like to be in the heart of digital transformation, this role would be a fit for you.

As a Vice President – Fraud & Financial Crime - Operations Strategy and Delivery you’ll balance tactical delivery and strategic direction setting. Through your teams you’ll ensure that you’re optimising across our operation across our people, process and customer journeys.

 Job Responsibilities

Builds and Leads a high performing business operations function, delivering optimised service experience  Has the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers Defines, implements and maintains operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service Acts as subject matter expert for best in class digital business policy, processes, products and solutions Collaborates with technology and process engineering teams to design best in class business customer experiences while mitigating risks Manages the stakeholders working with global teams to ensure we deliver exceptional service at all times Works collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience

Required qualifications, capabilities and skills

Relevant expertise at a senior level in Financial Services banking or another heavily regulated industry Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business Understanding of contact centre operations, including contact channel development, AI, latest innovations in service tech and customer contact centre processes Leadership experience handling large teams and processes Have a highly successful track record of what it takes to build and maintain a strong culture and developing this for people, customer & business success Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals

Preferred qualifications, capabilities, and skills

Experience working with Controls/ Operational Risk Management at a large, complex banking organization in an Operational setting Able to work independently in a dynamic environment of change, challenge and multiple deadlines and priorities, high attention to detail Excellent communication skills, including active listening and the ability to capture and deliver key takeaways from engagements in writing Ability to analyse data-driven situations to formulate appropriate conclusions

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