Head of Fraud

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Head of Fraud

About This Role

We're looking for an experienced and Customer Focused Fraud Subject Matter Expert to join our Customer Service Delivery team. You’ll be influential in shaping how fraud risk management evolves at Capital One alongside leading fraud customer service and case investigations. 

You will be focused on delivering good customer outcomes, generating deep insights into new fraud attack types and the evolution of understanding of fraud in the first line of defence.  In addition you will closely partner with the Fraud Strategy team, sharing the responsibility for determining where fraud risks exist, or are growing, and ensuring that Capital One adjusts its control environment & operational processes to combat those risks.

What You’ll Do

• Reporting to the Director of Customer Service Delivery in the UK business, you will play a key role in enabling applicants & customers to fulfil their financial requirements, whilst protecting them & Capital One from fraud loss.

• You will be a leader not only in Fraud, but across Operations, contributing to the overall success of Operations & in providing good customer outcomes.

• Partner strongly with Fraud Strategy, maintaining & enabling a strong purpose for the virtual team accountable for managing fraud risk.  

• Stay abreast of fraud typology & regulatory changes in order to ensure that the business maintains a ‘Dynamic and Well Controlled’ approach to Fraud Risk management, representing Capital One at industry forums.

• Partner with business partners, Technology, and assurance functions, such as legal and compliance, to drive change within fraud, ensure that broader business changes impacting the fraud risk appetite are assessed and responded to, resulting in appropriate management of fraud risk, within the businesses appetite.

• Synthesise data and reporting; perform analysis and bring valuable business insights through evaluation of relevant information and insights

• Manage, implement and deliver on a key program of change

What We’re Looking For

• Experience in a similar Fraud leadership role, ideally with experience of leading significant change and within a cards issuing environment

• Operational team management experience & demonstrable understanding of the requirements of regulation (e.g. Consumer Duty)

• Knowledge of current industry fraud trends and solutions

• The ability to work across different parts of the business to deliver fraud controls that enable good customer outcomes

• You will be comfortable in adapting to change, embracing bold ideas, and are intellectually curious.

• Ability to develop influential relationships based upon shared fraud & customer objectives

• A passion for coaching and investing in the improvement of the team

• Experience in working with a wide range of stakeholders and possess the confidence to be able to challenge and influence external and internal stakeholders

• Confident judgement to formulate proposals and make solid recommendations to senior stakeholders

Where and how you'll work

This is a permanent position and will be based in our Nottingham offices. Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

The number of days you spend in the office will usually be led by the type of work you’re doing, and the hybrid working patterns of the people you partner most closely with.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.