Vice President - Fraud Operations Claims & Investigations

Barclays

1d•$130,000 - $185,000

About The Position

The Vice President - Fraud Operations Claims & Investigations will lead the end-to-end execution of fraud claims, non-fraud disputes, and chargeback management within our U.S. credit card business. This senior leader will oversee a large, multi-tiered team focused on delivering efficient, compliant, and customer-centric outcomes while driving continuous process improvements and strengthening the control environment. The ideal candidate possesses deep expertise in card dispute and chargeback operations, a thorough understanding of Mastercard and Visa rules, and a proven ability to lead change across complex organizations.

Requirements

Deep expertise in financial services operations, including credit card fraud, disputes, and chargeback management
Proven ability to lead large-scale, high-volume operations and manage multiple layers of leadership, including front-line managers and Assistant Vice Presidents
Demonstrated success in driving operational transformation, implementing process improvements, and enhancing control frameworks

Nice To Haves

Expertise in Mastercard and Visa chargeback and dispute processes
Understanding of U.S. regulatory requirements such as Reg E and Reg Z
Ability to manage risk effectively in a highly controlled environment
Excellent executive communication, stakeholder management, and change leadership skills
Data-driven decision-making with experience leveraging analytics to enhance performance and drive optimization

Responsibilities

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.
To contribute or set strategy, drive requirements and make recommendations for change.
Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures.
Define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes.
Lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements.
Demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
Manage and mitigate risks through assessment, in support of the control and governance agenda.
Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives.
Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.