Senior Fraud Operations Leader – Transformation & AI

Description This; Northampton; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual performance bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health & wellbeing

Volunteering days

Job summary

Nationwide is seeking a Senior Operations Manager within Fraud Operations to lead a large, customer-focused function across inbound telephony, digital channels, chat and alert management. You will drive service levels, quality and efficiency while reducing fraud losses through effective investigations and governance.

You will shape the transformation agenda, adopting automation, AI and data-driven approaches, while mentoring a high-performing team across multiple UK offices in a hybrid setup.

Qualifications

• Proven track record leading high-performing operations teams with strong audit outcomes.
• Extensive experience as a senior operations leader in financial services.
• Experience delivering large-scale transformation programmes including automation and AI.
• Ability to build relationships with stakeholders across Finance, Transformation, Risk and Technology.

Responsibilities

• Lead Fraud Operations to ensure outstanding service within SLAs.
• Drive risk and issues management, audits and reviews.
• Shape the transformation agenda with automation, AI and data-driven approaches.
• Foster a high-performing, inclusive culture where teams can thrive.

Skills

Leadership

Operations

Transformation

Automation

AI

Tools

Finance tech

Job description

Nationwide is seeking a Senior Operations Manager within Fraud Operations to lead a large, customer-focused function across inbound telephony, digital channels, chat and alert management. You will drive service levels, quality and efficiency while reducing fraud losses through effective investigations and governance.

You will shape the transformation agenda, adopting automation, AI and data-driven approaches, while mentoring a high-performing team across multiple UK offices in a hybrid setup.