Location: EDINBURGH, MIDLOTHIAN, United Kingdom

Are you ready to make a real impact in fraud prevention and team leadership? Join us and help shape the future of customer protection. As a Fraud People Lead, you’ll empower colleagues, drive operational excellence, and deliver outstanding service. This is your chance to grow your career while making a difference for our customers and our business. We value your ideas, your passion, and your commitment to doing what’s right. Be part of a team where your leadership truly matters.

As a Fraud People Lead in the First Party Fraud Team, you lead a dynamic group focused on protecting customers and supporting colleagues. You help us deliver exceptional service, drive operational improvements, and foster a culture of growth and collaboration. Together, we solve problems, innovate, and make a positive impact every day. This role offers you the opportunity to develop your leadership skills and contribute to our mission of safeguarding our customers.

Job Responsibilities:

• Optimize team performance across key operational, financial, and people metrics
• Collaborate with cross-functional teams to improve business and operational outcomes
• Champion change by identifying root causes and implementing solutions
• Lead by example and act as an advocate for our brand and values
• Foster a positive and inclusive team culture
• Coach and develop colleagues to achieve exceptional results
• Share customer insights and best practices with the wider team
• Build expertise across all channels and functions
• Communicate effectively with colleagues and customers
• Recognize and celebrate team achievements
• Support continuous learning and skill development

• Required Qualifications, Capabilities, and Skills:
• Demonstrate leadership experience in a customer-focused environment
• Show accountability and curiosity in developing people
• Lead teams and self through periods of change and ambiguity
• Drive results through colleague engagement and motivation
• Communicate clearly and confidently, both written and verbal
• Apply creative problem-solving to resolve customer inquiries
• Champion a positive team culture and provide regular feedback
• Coach and support delivery of first-class service
• Possess multi-channel operational experience
• Minimum 1 year of experience in a leadership role
• Experience in fraud operations or financial services

Preferred Qualifications, Capabilities, and Skills:

• Experience leading teams in fraud prevention or risk management
• Advanced coaching or mentoring certification
• Strong analytical and data interpretation skills
• Experience with process improvement initiatives
• Knowledge of regulatory requirements in financial services
• Proficiency in digital platforms and multi-channel operations