Fraud Services Manager, London, Permanent
We are looking for an experienced service and incident manager, focusing on Fraud Operations including Authorised Push Payment (APP) Refunds and Confirmation of Payee (CoP) platforms. The individual chosen for this position will be central to the consistent functioning, surveillance, and administration of vital fraud prevention mechanisms and offerings. This position is key in safeguarding the integrity of our platforms, minimising operational disruptions, and providing a robust response to incidents, all while delivering high level services to our internal and external stakeholders.
Key Accountabilities
1. Oversee the incident management process for Fraud Operations systems, ensuring timely identification, investigation, and resolution of incidents affecting the APP Refunds and CoP platforms.
2. Serve as the single point of contact for all IT-related incidents, ensuring efficient communication with stakeholders, including banks, financial institutions, and internal teams.
3. Coordinate root cause analysis (RCA) for major incidents, implementing corrective actions to prevent future occurrences.
4. Develop, maintain, and execute incident management playbooks, ensuring rapid and effective incident resolution.
5. Ensure the continuous availability and performance of APP Refunds and CoP platforms by monitoring and maintaining SLAs, KPIs, and OLAs.
6. Proactively identify service improvements to enhance the reliability and scalability of the systems.
7. Develop and maintain Service Level Agreements (SLAs) with service providers and internal teams to ensure adherence to performance standards.
8. Facilitate service review meetings with stakeholders, providing detailed insights into service performance, incident trends, and improvement actions.
9. Collaborate closely with internal teams, including Fraud Operations, Product, IT Infrastructure, and Security, to ensure a cohesive approach to managing the APP Refunds and CoP platforms.
10. Work with third-party vendors and external service providers to resolve incidents and maintain a seamless flow of operations.
11. Act as an advocate for the customer, ensuring that all service interactions are aligned with customer experience goals.
12. Provide regular reporting and updates to senior leadership, highlighting key incident trends, service performance, and operational risks.
13. Ensure that all incidents are handled in accordance with regulatory requirements, industry best practices, and Pay.UK’s internal policies.
14. Conduct risk assessments and impact analysis for incidents and service disruptions, ensuring proper documentation and reporting to relevant stakeholders.
15. Develop and maintain business continuity plans and disaster recovery procedures for APP Refunds and CoP platforms.
16. Identify opportunities to automate and streamline incident response processes to improve operational efficiency.
17. Facilitate post-event evaluations, capturing valuable insights and spearheading initiatives for ongoing enhancement.
18. Stay updated with the latest trends in fraud prevention technology and incident management best practices, integrating them into the organization's processes where applicable.
Qualifications, Skills & Experience
1. Business related degree or equivalent experience.
2. Proven experience in guiding a team through the application of effective people and performance management skills.
3. Proven experience in developing and managing teams with high level of technical expertise and specialisation and enabling and accelerating agility in day-to-day operations as well as during management of incidents.
4. Considerable breadth of knowledge of business practice & risks, IT systems & controls and physical systems & controls.
5. Operational risk management experience gained in Financial Services.
6. Proven experience in IT service management, incident management, and operations within a financial services or payments environment.
7. Comprehensive understanding of fraud prevention systems and payment platforms, particularly Authorised Push Payment (APP) Refunds and Confirmation of Payee (CoP).
8. Experience working within an ITIL framework (ITIL certification preferred).
9. Strong analytical skills with a keen eye for detail and the ability to interpret complex data.
10. Enhanced communication skills, with the ability to translate technical issues into business terms and maintain relationships with stakeholders at all levels.
11. Ability to work in a time-sensitive setting and effectively control multiple high-priority incidents simultaneously.
12. Experience with service management tools, such as ServiceNow, JIRA, or similar platforms.
13. Familiarity with regulatory requirements for the UK financial services sector.
At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone's unique input.
About Us
Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.
From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.
Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2023, the UK's retail payment systems processed 11.4 billion transactions worth £9.3 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 10.2 million switches since its launch in 2013.
Every day, people and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.
Benefits & Additional Information
* 12% Non-contributory pension
* Discretionary annual bonus
* 30 days annual leave (excluding bank holidays)
* Employee assistance programme
* Cycle to Work Scheme
* Season ticket loan
* Annual fitness subsidy of up to £500 per annum
* Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)
Please note: Benefits for FTC roles may vary
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