Operations Lead - Counter Fraud - Internal Only

Service Area:
Salary Details:
Advertising End Date:
31 May 2019
About The Role

The basic purpose of the job and its primary objectives

The Operations Co-ordinator will review and evaluate the operations of the Fraud Department, identifying and implementing improvements as required.

The successful candidate will liaise with clients and manage the production of Management Information as per stakeholder requirements, in addition to taking responsibility for a number of operational reporting on team performance, including billing, SLA compliance and training. The individual will be required to coach teams in the Fraud Department and across the business, to ensure that employees are working in line with best practice and understand the importance of data reporting.

By building strong relationships across the business, the individual will deliver high quality reporting on key operational and client metrics, to elevate new and improved insight that will inform key operational & strategic decisions. 

A great opportunity for an individual looking to gain experience in an operational role, to develop their knowledge in relation to how the department operates and offer insight into how we can innovate and remain competitive.

Main Responsibilities

  • To collect and analyse operational data from the Fraud department and other areas of the business, in order to prepare reports and improve efficiencies.
  • To design and deliver training to employees, promoting the importance of accurate MI. To review audit results and liaise with team leaders where issues arise to resolve the same.
  • To engage individuals in best practice use of data for continuous improvement purposes
  • Identify information and reporting needs and deliver high quality MI across departments
  • Ensure a continuous drive towards greater accuracy & efficiency, improving the collection of data into a streamline process
  • To provide MI to clients in line with service level agreements
  • To identify MI not currently delivered to clients that can be utilised as a selling tool for the business, creating and preparing the same and highlight to relevant client account partners/departments heads as required
  • To report on, and evaluate team performance in comparison to previous performance
  • Provide regular operational reporting to the Fraud Partners in relation all stages of a case
  • Be a key contributor in all change relating to data and metric definitions
  • To hold ownership over all data and metric definitions for the department
  • Ensure all data used meets data quality requirements and drive improvements to any substandard data
  • Manage, maintain and improve client bordereau’s to ensure effective, accurate and profitable billing
  • Review and facilitate SLA compliance through training, system changes and any other relevant means
  • Assist in effective preparation of client audits both internal and external
  • Identify areas for improvement to create greater efficiency & accuracy in file handling/management within teams
  • To ensure compliance with Solicitors Accounts Rules and Law Society Practice Management Standards

Key skills and experience

  • Excellent oral and written communication skills
  • High level of attention to detail
  • Self-motivated with the ability to work with minimal supervision
  • Strong planning, organisational and time management skills
  • Strong analytical and problem-solving ability
  • Able to meet deadlines and escalate where appropriate
  • Highly numerate with developed computer skills, including Microsoft Excel
  • Experience of working within a legal department is preferable
Please note that the closing date for applications is Friday 31st May