BNP Paribas
Team Leader Fraud Telephony
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Team Leader Fraud Telephony
Job Title: Team Leader – Fraud
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Contract: Full-time, Permanent
About Us
At BNP Paribas Personal Finance, we’re part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.
The Role
We’re looking for a Team Leader to join our Fraud Operations team and play a key role in protecting our customers, partners and business from fraud risk.
Leading a team of Fraud Advisors, you'll be responsible for driving operational performance, developing colleague capability and ensuring all customer and fraud-related activities are delivered in line with regulatory requirements and service standards. Working closely with Fraud Risk and Operational stakeholders, you'll help identify emerging fraud trends, improve fraud controls and support the delivery of outstanding customer outcomes.
This is an excellent opportunity for an experienced people leader with a background in Fraud, Risk or Financial Services Operations who enjoys coaching teams, driving performance and making a real impact.
Key Responsibilities
- Lead, coach and develop a team of Fraud Advisors, ensuring service levels, quality standards and performance targets are consistently achieved.
- Monitor fraud workstreams and fraud detection systems, proactively identifying unusual trends, risks and spikes in activity.
- Work closely with Fraud Risk teams to share insights, discuss fraud trends and support the continuous enhancement of fraud prevention controls.
- Manage team performance through regular coaching, one-to-ones, personal development plans and performance reviews.
- Ensure all fraud investigations, customer interactions and fraud decisions are compliant with regulatory requirements, internal policies and Consumer Duty principles.
- Take ownership of reporting requirements, providing accurate management information and performance updates to key stakeholders.
- Identify opportunities to improve operational processes, controls and customer journeys, driving continuous improvement initiatives across the team.
- Support the wider business through collaboration, problem solving and effective stakeholder engagement.
- Where required, represent the business in support of fraud-related prosecutions and investigations.
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Skills & Attributes
- Previous experience within Fraud, Financial Crime, Risk, Fraud Prevention or a related operational environment.
- Proven people management or team leadership experience, with a passion for developing and motivating colleagues.
- Strong understanding of fraud processes, fraud trends and fraud risk management.
- Excellent communication and stakeholder management skills, with the ability to build effective working relationships.
- Strong organisational skills with the ability to prioritise workloads and manage competing demands.
- Results-focused with the ability to drive performance and deliver against operational KPIs and service levels.
- Good attention to detail and a commitment to maintaining high standards of accuracy and compliance.
- Understanding of Consumer Duty principles and regulatory requirements within Financial Services.
- Knowledge of CIFAS and fraud detection systems would be advantageous.
What’s in it for you?
Benefits
As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:
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- Competitive salary and comprehensive package, contributory pension, and health cash plan.
- Opportunity to buy/sell holiday giving you even more control over your work-life balance.
- Flexible benefits including private medical insurance and lifestyle discounts.
- A culture that values collaboration, development and wellbeing.
- Ongoing learning and development opportunities to support your career progression.
- The opportunity to lead a critical function that helps protect our customers and business from fraud risk.
Could this be you?
Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values, who are positive, brave and own it.
Don’t let confidence hold you back. You don’t need to meet every requirement. If you have around 75% of the skills and experience we're looking for and a passion for leadership, fraud prevention and customer outcomes, we'd love to hear from you.
Apply now to join a team that makes a real impact.
Learn more about careers with us: https://www.bnpparibas-pf.co.uk/careers
Your Application Journey
- Call with our Talent Acquisition team
- Informal chat with the Hiring Manager
- Competency-based interview including a leadership and fraud-based scenario discussion
We aim to complete the process within 3-4 weeks, depending on availability. If you're not shortlisted, we'll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.
Equal Opportunities
We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.
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