About the role
About the Role:
As the Card Fraud and Disputes Manager, you will lead a dedicated team responsible for managing fraud and disputes related to our credit card products. This includes:
Investigating customer claims concerning unauthorised transactions, account takeover fraud, and scams.
Resolving consumer dispute claims, investigating Section 75 claims, and processing Mastercard chargebacks.
You will motivate your team to excel and deliver high-quality outcomes, provide expert guidance on complex cases, ensure regulatory compliance, achieve fair customer outcomes, and optimise chargeback recovery rates. Additionally, you will set team targets, monitor performance, and offer coaching.
Your role will also involve driving operational enhancements and efficiencies through broad business collaboration and documented process improvements. You will provide regular updates on team performance, customer resolution speed, operational challenges, key risks, and fraud trends to senior management.
Your experience:
In-depth knowledge of credit card fraud typologies, disputes, and chargebacks.
Familiarity with industry-standard approaches to credit card fraud and disputes.
Proven experience leading teams, preferably within a fraud or disputes context.
Experience in implementing new fraud or disputes processes.
Your profile:
Excellent written and verbal English communication.
Great organisation skills, comfortable with working in a fast-paced environment.
Hands-on approach, staying close to process detail and case outcomes.
Effective at coaching and enhancing performance.
Well-connected within the industry and knowledgeable about current fraud trends.
The interview process:
An introductory call with a member of the Talent Team.
A remote video interview with the Head of Fraud & Financial Crime.
Final round interviews in-office with a Card Product Manager and the Director of Operations Strategy.
