Fraud & Disputes Team Leader (Cards)

Role Purpose

As a Card Fraud & Disputes Team Leader at Lendable, you will lead, coach, and develop a high-performing group of Card Fraud & Disputes Specialists, dedicated to protecting customers and the business from card-related financial crime and losses. Reporting to the Card Fraud & Disputes Manager, you will supervise frontline investigation and resolution of unauthorised transactions, account takeovers, disputes and chargebacks, ensuring your team consistently delivers compliant, fair, and timely outcomes.

You will foster an environment of ownership, process excellence, continuous improvement, and adaptability to new digital tools and automation. Drawing on data and frontline insights, you will drive both team performance and process enhancements, while embedding high standards for scheme and regulatory compliance. As a subject matter expert and hands-on leader, you will balance strong fraud controls, customer centricity, and scalable, efficient delivery in a fast-changing operating environment.

Key Responsibilities

Team Leadership & Development

- Lead, coach, and motivate a group of Card Fraud & Disputes Specialists, ensuring high quality and diligence in case investigations and process adherence.

- Foster a culture of accountability, learning, and adaptability—promoting curiosity around new fraud trends, regulatory updates, and technology changes.

- Set clear individual and team expectations; conduct regular 1:1s, performance reviews, and feedback sessions to support skill development and capability uplift.

- Ensure the team remains up-to-date with fraud typologies, Mastercard/FCA requirements, digital tooling, and Lendable’s best practices.

Operational Oversight & Case Quality

- Oversee day-to-day casework, ensuring end-to-end ownership, robust documentation, accurate resolution, and strong controls for all fraud and dispute cases.

- Monitor compliance with Mastercard scheme rules, FCA regulations, and Lendable’s internal processes in every case.

- Act as a first line escalation point for complex or sensitive cases within your team; flag significant risks or exceptions to the Manager as appropriate.

- Drive effective adoption of automation, digital workflows, and process improvements; encourage team engagement with new tools and initiatives.

Performance Management & Continuous Improvement

- Use dashboards, KPIs, QA, workflow tools, and management information to monitor team and individual performance against targets for speed, quality, and compliance.

- Analyse case trends, outcome data, and feedback to identify pain points, operational risks, and opportunities to enhance processes or leverage automation.

- Support delivery of process improvements and best-practice sharing within the team; champion quick adoption of changes.

- Empower team members to contribute ideas and own small-scale improvement projects aligned with strategic and regulatory goals.

Stakeholder & Cross-functional Engagement

- Communicate team performance, risks, case trends, and improvement opportunities clearly to the Card Fraud & Disputes Manager, Head of Fraud & Financial Crime, Analytics, and other business partners.

- Collaborate with Product, Technology, and Risk & Compliance teams to help shape fraud strategies, improve controls, and test digital workflows.

- Support reviews and audits as required, maintaining transparent and accurate documentation on all team activity.

Risk & Compliance

- Embed strong risk awareness, documentation discipline, and process quality throughout the team.

- Ensure adherence to all relevant regulatory, card scheme, and internal policy requirements across day-to-day casework and process changes.

- Support the Card Fraud & Disputes Manager in maintaining and uplifting the control environment, especially in the context of automation or workflow change.

Person Specification

Experience & Skills

- Experience leading or supervising a card fraud, disputes, or financial crime team in a regulated or scheme environment.

- Strong knowledge of card fraud, disputes, chargebacks, and relevant regulations.

- Demonstrated ability to drive case quality, team performance, and continuous improvement in an operational setting.

- Highly competent in using case management/digital tools, dashboards, and data analysis to inform decisions, coach others, and track performance.

- Excellent communication skills—able to make complex issues clear for both team members and business partners.

Behaviours & Approach

- Accountable, quality-driven, and proactive; takes responsibility for outcomes and seeks improvement.

- Curious, adaptable, and collaborative—enjoys problem solving, learning, and sharing knowledge.

- Data- and evidence-led; comfortable working at pace and adjusting priorities as the risk landscape evolves.

- Hands-on team player and role model—promotes inclusivity, innovation, ownership, and high standards in every interaction.

- Champions digital adoption and process optimisation to strengthen fraud controls and efficiency.

Working Hours

- 40 hours per week, Monday to Friday—typically 9am to 6pm, with a one-hour lunch break.

Interview Process

- Initial conversation with our People Team

- Interview and assessment with the Card Fraud & Disputes Manager and Head of Fraud & FinCrime

- Potential final interview with senior leaders from Operations or Risk