AVP - Fraud Ops

Overview

Lead daily Fraud Operations for a US-facing team at Barclays, protecting customer identity and the bank from fraudulent account activity, while managing operations and the performance of direct reports.

What you'll do

• Manage daily staffing and workflow for Operations and ensure adherence to department quantity and quality standards.
• Proactively identify service delivery failures and escalate issues and impact to appropriate business owners.
• Meet regularly with managers and individual team members; coach them to meet and exceed their metrics.
• Use reporting and direct observation to keep team members abreast of their performance towards goals.
• Provide performance analysis and implement action plan strategies to improve overall performance.
• Be a resource for policy, procedure, and human resources questions and issues.
• Work in partnership with site leadership to ensure Fraud Operations team engagement and compliance with site standards and objectives.
• Identify trends and opportunities to improve areas and develop new processes and procedures through monitoring and analysis of operational data and performance metrics.
• Manage operations for a business area and promote efficient processes, risk management and compliance initiatives.
• Collaborate with internal stakeholders (business leaders, project managers, SMEs) and external stakeholders (vendors and service providers) to support business operations and SLAs.
• Manage and develop KPIs to measure the effectiveness of operation functions, using data and technology to identify areas for improvement.
• Ensure compliance with all regulatory requirements and internal policies related to customer experience.
• Create a safe environment for colleagues to speak up and actively solicit feedback.
• Manage attrition by working closely with HR on retention initiatives for the workforce.
• Advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness.
• Lead a team performing complex tasks, set objectives, coach employees, and appraise performance relative to objectives.

What you'll need

• Proven credit card / debit card operations experience.
• People leadership experience of proven years with a span of 70+ headcount for at least 2 years.
• Strong understanding of risk and control in a banking environment.
• Knowledge of credit card / debit card regulations in the US.
• Understanding of the Fraud Ops domain, specifically the chargeback process.
• Strong analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Attention to detail, with an understanding of the importance of accuracy and responsiveness.
• Proficiency in Microsoft applications.

Nice to have

• Previous fraud or merchant dispute operations experience.
• Ability to multi-task and work under pressure.
• Superior interpersonal and leadership skills; proven ability to develop and motivate employees.
• Ability to work in a fast-paced team environment and interact effectively with all levels of management.
• Results-driven, with a commitment to continuous process improvement and quality.
• Enthusiastic and customer-solution focused.

Details

• Location: Noida, IN (Candor TechSpace).
• Role is in person at the Pune office, not remote or work from home.
• Working hours approximately 6 PM to 4 AM IST to align with US timings.
• Real-time availability of the AVP for US stakeholder interactions during US timings is required.
• Assessment may cover risk and controls, change and transformation, business acumen, strategic thinking, and job-specific skills.