Head of Operations (Fraud)

at  Payuk

HEAD OF OPERATIONS (FRAUD)- LONDON, PERMANENT

The Head of Operations will direct and oversee the Fraud Services Compliance Monitoring and Fraud Operations teams, being responsible for the operational delivery of Pay.UK’s Fraud Services to our PSP Customers, as well as the fulfilment of all relevant regulatory obligations.
The post holder will ensure effective liaison for other areas across Pay.UK, PSP Customers and regulators in respect of all Fraud Service related matters.
This role is designed to cultivate an optimal and streamlined Fraud Operations unit by leveraging effective performance metrics, recognising opportunities for process improvement, expanding learning possibilities, and maintaining a cadre of experienced, proficient personnel.

KEY ACCOUNTABILITIES

Leadership

• Oversee the Fraud Operations department, ensuring strategic oversight and the cultivation of advanced fraud detection and handling skills for Pay.UK.
• Implement a uniform methodology, refine procedural efficiency, and bolster skills to motivate and involve team members in ensuring continuous, coordinated operational activities within Fraud Services around the clock, every day of the year.

Fraud Services Operations

• Responsible for the operation in delivering agreed Service Levels of all current Confirmation of Payee (CoP) and Authorised Push Payment (APP) and future Pay.UK Fraud Services.
• Oversee and provide guidance on the day to day monitoring of suppliers’ performance to ensure Fraud Services are running as intended and PSP Customer expectations are met.
• Ensure close engagement with Procurement is maintained to ensure any supplier performance concerns are accurately captured and addressed.
• Responsible for oversight and leadership of all operational incidents, including out of hours P1 incidents. Ensure effective liaison is provided during incidents having oversight of issues, and acting as an escalation point where appropriate. Ensure post incident activities are actively undertaken.
• Leadership and operation of the FPS APP Compliance Monitoring Regime, including the effective monitoring of compliance, identification of non compliance, application of the consequence management process along with timely reporting to the Payment Systems Regulator (PSR).

Customers / Stakeholders

• Ensure Fraud Operations effectively acts as the stakeholder advocate on all operational matters relating to the Fraud Services, providing a dedicated point of expertise for internal and external stakeholders. Provide insight and guidance where appropriate..
• Responsible for the operational relationship with the PSR on all aspects of Pay.UK’s operation of the FPS APP Compliance Monitoring Regime, CoP and any future Pay.UK operated Fraud Services.
• Coordinate the support services for all PSP customers regarding Pay.UK Fraud Services, covering general inquiries, issues, incidents, and disputes, and work with different departments to ensure efficient resolution.
• Foster and manage a significant relationship with external suppliers of Fraud central infrastructure services.
• Responsible for the on-boarding / off-boarding of PSP Customers to Pay.UK Fraud Services, along with status management and associated assurance activities as required.

Operational Effectiveness and Control

• Manage and support governance forums as required through the content and timing of information and reports including customer committee meetings, supplier meetings and Pay.UK forums.
• Oversee and provide guidance on the end to end monitoring of Customers’ performance (in relation to APP claims) against agreed service levels, to ensure service level targets are achieved and end user expectations are met, ensuring effective documentation of performance data against agreed SLAs.
• Lead the oversight and management of change for operational aspects of Fraud Services, in relation to Supplier, Customer, Regulatory and Pay.UK originated changes, in alignment with Pay.UK change framework..
• Develop and maintain detailed knowledge of all Pay.UK Fraud Services including the FPS APP Compliance Monitoring Regime, FPS APP Reimbursement Scheme Rules and the Reporting Claims Management Solution (RCMS).
• Manage risk through the operation of controls within Fraud Operations and effective identification of emerging risk, working closely with the Payments Risk team to ensure close collaboration across the Directorate on Risk Management processes and activities, including systemic risk. Ensure adherence to the Pay.UK Risk Framework as appropriate with 1LOD/2LOD.
• Support and provide guidance for specific issues raised by the Bank of England and the PSR. Ensure timely provision of information requirements where relevant (e.g. BCOR, S204).
• Ensure crisis management and incident handling procedures are maintained and contingency arrangements are in place to accommodate the needs of the Fraud Services Operations team.

SKILLS, QUALIFICATIONS & EXPERIENCE

• Business related degree or equivalent experience.
• Extensive background in directing efficient operational processes, with a focus on the Financial Services sector.
• Proven experience in developing and managing teams delivering high level of technical expertise and specialisation, along with enabling and accelerating agility in day-to-day operations.
• Experience of incident and crisis
• Considerable breadth of knowledge of business practice & risks, IT systems & controls and physical systems & controls.
• Operational risk management experience gained in Financial Services
• Experienced in the running of operations in a heavily regulated environment according to, or exceeding the, expectations of regulatory stakeholders
• Knowledge of fraud typologies and operating rhythm is advantageous.
• Ability to anticipate and identify potential risks, limitations and opportunities related to the operations activities.
• Pragmatic and progressive attitude in order to adopt new approaches and techniques, both personally and for the team.
• Enhanced negotiation, influence, mediation and conflict management skills.
• Solution-oriented with bias for action and a pragmatic attitude in order to work with peers to deliver an effective matrix structure.
• Advanced communication in all forms (written, verbal and listening), and negotiation skills.
• Ability to rapidly form effective relationships, quickly understand stakeholder needs and achieve influence at senior levels in the organisation.
• Effective organisation and time management skills. Skilled at prioritising and handling concurrent responsibilities efficiently.
  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.

Please refer the Job description for details