MD of US Fraud and Recovery Operations

Overview

The MD of US Fraud and Recovery Operations is responsible for the day to day operations of our Fraud, Collections, KYC and Credit businesses. This includes the direct management of all onshore, offshore, and vendor operations in support of these businesses as well as the management of all strategies for performance and continuous optimization. The role includes responsibility for setting strategy, managing the portfolio of technology investments, and operational execution of new technology deliverables. The role requires management of all aspects of our 1LOD regulatory and compliance requirements.

Responsibilities

• Responsible for the development and management of Operations Strategy to support the growth of key strategic business.
• Oversees all aspects of Fraud and Recovery Operations strategy/transformation and execution in a rapidly growing portfolio.
• Develops and manages the Fraud and Recovery Operations Control Environment.
• Works with the 1st Line of Defense Credit Strategy and 2nd Line of Defense Credit Risk teams in the development and optimization of strategies and technology investments.
• Supports business change programs that impact Fraud and Recovery Operations such as CoBrand Credit Card Partnership Conversions and new business launches.
• Develops a high performance culture by proposing and implementing team and organization design solutions and maintaining high colleague engagement with an inclusive workforce.
• Requires comprehensive knowledge of collections, fraud, Credit and KYC industry in the US credit card market. Management and oversight of Fraud and Recovery Operations functions is critical to maintaining/reducing the acceptable risk profile of business and achieving financial goals.
• Manages global teams of managers and professionals. Oversees the independent budget and evolves the operating target model to support future growth of the business through partnership acquisitions.
• Extensive knowledge of broader industry standards within Fraud, Collections, Credit, and KYC operations and ensures that Barclays is leading on compliance and adoption of new standards and regulations. Represents Barclays at broader industry forums.
• Ability to manage and influence key stakeholders to ensure that overall Fraud and Recovery operations strategy is embedded into business objectives.
• Experience managing acquisition and due diligence of prospective portfolios.

Purpose of the role

To manage operations within a business area and maintain processes, risk management initiatives, and compliance with relevant regulators.

Accountabilities

• Identification of trends and opportunities to improve areas and develop new processes and procedures through the monitoring and analysis of operation data and performance metrics.
• 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 managers, 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, utilizing 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 encouraging and soliciting feedback to ensure the people agenda remains focused on the right areas.
• Management of attrition by working closely with HR in implementing retention initiatives for the workforce.

Manager Director Expectations

• Manage a large, complex or diverse function and take accountability for the strategic direction of the function to significantly strengthen successful and efficient businesses and contribute to the strategic initiatives of the Barclays Group.
• Lead and mentor high performing teams and embed a performance culture aligned to the values of the business. Or for an individual contributor, lead organization-wide projects, act as a profound technical expert and thought leader, identifying new and innovative/groundbreaking ways of working. Train, guide, and coach less experienced specialists and provide information affecting long-term profits, organizational risks, and strategic decisions.
• Drive and achieve overall success and/or competitiveness of a business division by influencing senior leaders and committees.
• Strategically assess and manage risks to protect the business division/function and growth.
• Influence company policy and develop functional procedures in conjunction with senior leaders/strategic positions across the business.
• Demonstrate interpretative thinking for innovative solutions in complex situations and conceptual thinking in completely new situations.
• Exercise management authority to make significant/complex business and strategic decisions that impact the Barclays Group, business division, or function.
• Negotiate with and influence stakeholders at a senior level both internally and externally and foster growth for Barclays business.
• Mandated as the business division/functional spokesperson or representative to external bodies and shapes the public image of Barclays.
• Demonstrate exceptional knowledge of how business divisions and functions integrate with the Group to achieve overall business objectives alongside industry theories and practices within own discipline.
• Maintain broad and comprehensive functional expertise and significant product knowledge.
• Accountable for the control and governance agenda of the business division/function.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays.

All Senior Leaders are expected to demonstrate a clear set of leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: L – Listen and be authentic, E – Energize and inspire, A – Align across the enterprise, D – Develop others.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.