TSB | Application Fraud Team Manager | Fraud | Grade D | Sunderland, Edinburgh, Birmingham, Barnwood | 12M Secondment
Description
IT STARTS HERE
Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.
This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.
Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
TSB is a key part of the Santander organisation. At TSB, we exist to help our customers make the most of their money, so that they can feel money confident every day.
When they feel more confident with their money, they can get more out of life. And put simply, that is what it’s all about.
THE DIFFERENCE YOU MAKE
TSB Fraud Operations are looking for an Application Fraud Team Manager to join our team.
The Application Fraud Team is responsible for reviewing new product applications to ensure they are submitted by genuine customers and to prevent impersonation attempts. The team plays a critical role in protecting customers from the devastating impact of identity fraud while safeguarding the bank against financial loss.
As an Application Fraud Team Manager, you'll lead, inspire and develop a team of Fraud Investigators, creating a high-performing and customer-focused environment. You'll play a key role in delivering TSB's Fraud Strategy by ensuring fraud risks are effectively managed, customer outcomes are prioritised, and operational performance remains strong.
We're shaping the way we work through innovation, collaboration and the use of digital tools to make banking simpler and safer for our customers. To succeed in this role, you will be responsible for:
- Leading, coaching and developing a team of Fraud Investigators to deliver excellent customer outcomes and high-quality fraud decisions.
- Managing team performance, resource allocation and workflow priorities to ensure service levels and operational targets are consistently achieved.
- Supporting colleagues to make robust application fraud decisions in line with regulatory requirements, policy and risk appetite.
- Building strong working relationships with key stakeholders to deliver an effective and customer-focused fraud operation.
- Driving continuous improvement by identifying opportunities to enhance quality, efficiency, colleague engagement and customer experience.
WHAT YOU’LL BRING
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.
The following requirements represent the knowledge, skills and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Knowledge of fraud operations and fraud prevention processes, with application fraud experience highly desirable.
- Proven people leadership skills, with the ability to coach, motivate and develop colleagues to achieve individual and team objectives.
- Strong stakeholder management and communication skills, with the confidence to influence and collaborate across multiple teams.
- Experience managing operational performance, prioritising workloads and delivering results within agreed service levels.
- A passion for continuous improvement, customer service excellence and delivering fair customer outcomes in a regulated environment.
WE VALUE YOUR IMPACT
At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
LOCAL COMPLIANCE
Inclusion matters at TSB. We want everyone to feel at home, whatever their background. Diverse teams help us deliver Money Confidence, for everyone, every day. Not sure you meet every requirement? If you tick some boxes and bring curiosity and openness, we'd love to hear from you. We're committed to creating a recruitment experience that's accessible, fair and welcoming for all candidates.
Please contact hiring manager katy.sharples@tsb.co.uk with any role specific questions