Job Title: Fraud Team Leader
We are seeking an experienced and skilled leader to join our fraud team. As a Fraud Team Leader, you will be responsible for leading a team of fraud investigators to deliver optimal results and high-level customer service in a strong control environment.
Key Responsibilities:
* Lead the investigations team to deliver optimal claims & operating cost outcomes, high level customer service in a strong control environment including maintaining regular reporting and monitoring of team including monthly KPI's
* Maintain and operate within appropriate investigation and complaints operational frameworks, plans and management strategies
* Contribute to the effective management of fraud detection methodologies and typologies
* Lead education programs across our organisation to increase fraud referrals into Investigations
* Deliver results through effective leadership, direction, coaching and technical expertise
* Monitor and manage incoming work volumes ensuring service levels are achieved
* Provide constructive feedback & address any performance issues individually
* Identify and champion process improvement to assist in achievement of claims targets
* Provide technical guidance and act as an escalation point on potential fraudulent claims and complaints
* Promote a high-performance culture through staff engagement and productivity
* Maintain effective claims resolution strategies whilst delivering on high levels of service
* Demonstrate collaborative engagement with key external and internal stakeholders
Requirements:
* Minimum 2 years' experience in people leadership, ideally within a fraud/AML/KYC environment along with a working knowledge of Claims Insurance business and processes is preferred
* Relevant experience in customer resolution & complaints management
* A pro-active & energetic approach to help drive the business forward along with a demonstrated aptitude to multitask in a fast-paced / dynamic environment, with the ability to work proactively, autonomously and meet tight deadlines
* Excellent relationship development skills, and able to build relationships with all stakeholders
What We Offer:
* Options for extra leave - Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year and benefit from flexible work arrangements.
* Paid parental leave- We support our new parents with paid parental leave and other benefits.
* Award Winning Workplace Giving Program - If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
* Development opportunities- We're championing your development with internal programs and access to a wide range of online courses.
* Employee discount - You'll receive discounts on products.
* Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
* Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
* Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
* Perks App- Access to an employee benefits and discounts app offering great discounts, offers and programs across a range of areas.