AVP Fraud Ops

Job Description

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. 

Accountabilities

• Identification of trends and opportunities to improve areas and develop new process and procedures through the monitoring and analysis of operation data and performance metrices.
• Management of operations for a business area and promote efficient processes, risk management and compliance initiatives to support the bank's operations.
• Collaboration with internal stakeholders (including business leaders, project manager and SMEs) and external stakeholders (including vendors and service providers) to support business operations and promote alignment with the bank's objectives and SLAs.
• Management of operational professionals and provide guidance, coaching and support to improve colleagues' delivery quality.
• Management and development of KPIs to measure the effectiveness of operation functions, utilising data and technology to support the identification of areas that require improvement.
• Compliance with all regulatory requirements and internal policies related to customer experience.
• Creation of a safe environment for colleagues to speak up, actively and regularly encourage and solicit feedback to ensure people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for work force.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Fraud Operations for protecting a customer's identity and protecting the bank from fraudulent activity on accounts. Fraud Operations consists of five primary functions; Fraud Detection, Fraud Investigation, Billing Disputes, Fraud Strategy and Deposit Fraud. As an AVP, the colleague would be responsible for the daily operations, the performance of their direct reports and the health of the process pertaining to regulatory and Association prescribed requirements in a banking environment.  

Key Accountabilities:

• Mange daily staffing and workflow for Operations and ensure adherence to department quantity and quality standards. 
• Proactively identify service delivery failures and escalate issue/impact to appropriate business owners. 
• Meet regularly with managers and individual team members; coach them to meet and exceed their metrics. 
• Utilize reporting and direct observation to keep them abreast of their performance towards those goals. 
• Provide performance analysis to implement action plan strategies to improve overall performance. 
• Be a resource for policy, procedure, and human resources questions/issues. 
• Works in partnership with site leadership to ensure Fraud Operations team engagement and compliance with any site standards or objectives. 

To be successful as an AVP – Fraud Ops, you should have experience with: 

• This role will be In Person Presence in US Timings of Approx. 6 PM to 4 AM IST.   
• This is a largely work in office ( Pune Office ) “Leadership of the team & Real Time availability of the AVP for US Stake-holder interactions in US Timings”. This is not a Remote Work from Home Assignment as it requires in Person.
• Provision of Leadership in the Pune Office for the US Operations. 
• Proven Credit Card / Debit card operations experience. 
• Previous Fraud/Merchant Dispute Operations experience, preferred. 
• Knowledge of credit card / Debit card regulations in US. 
• Understanding of Fraud ops domain more specific to Chargeback process.
• Strong understanding of Risk and Control in a banking environment.
• People leadership experience of proven years with a highest span of 70+ HC for at least 2 yrs and above.
    

Some other highly valued skills may include:

• Attention to detail, understands importance of accuracy and responsiveness. 
• Strong analytical and problem solving skills. 
• Strong communication skills, both verbal and written. 
• Results driven with a commitment to continuous process improvement and quality.
• Ability to multi-task and work under pressure 
• Proficient in Microsoft applications.
• Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards. 
• Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management. 
• Enthusiastic, customer solution focused.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking, as well as job-specific skills.

The location of the role is Pune, IN.