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Leader - Customer Fraud Management

Mastercard

London, England, United Kingdom

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Job Title

Leader - Customer Fraud Management

Job Function: Leader – Customer Fraud Management (UK&I)

Overview

This role is the primary interface with Issuing Customers, Industry stakeholders, and Issuing Account Managers regarding all matters relating to Issuing Franchise Integrity (FI) within the UK&I division.

Manages all aspects of Issuing customer fraud engagement in the UK&I division in line with agreed SLA, addressing the division’s geographic distribution and diverse product utilisation, with focus on propagating best practices and timely information that improves MasterCard’s brand position.

Role

• Create and communicate a divisional fraud management approach that addresses both FI and UK&I division business imperatives in partnership with the UK&I Issuing management team. Refresh the strategy as needed.
• Execute Issuing customer engagement models and business relationships between and among Issuing customers and key industry stakeholders throughout the division which facilitate MasterCard’s positive influence related to stakeholder fraud performance.
• Ensure the delivery of detailed Customer review meetings, Academy of Risk Management (ARM) trainings and Global Risk Management Program (GRMP) operational reviews of customers, and service providers (SPs).
• Execute on objectives to achieve LFI, FI, and CFM priorities in tandem with Europe’s regional business objectives; actively contribute to Europe region business goal which relate to safety and security
• Act as the primary point of contact for Issuing Country/Account managers on fraud management topics for UK&I
• Support Division Lead and other Franchise Integrity colleagues with all non-compliance matters such as SAFE, BRAM, and ECP, as well as provide insight and comment on variance requests. Assist with delivering non-compliant assessment communications to customers
• Support internal teams in the identification and development of Leading with Services opportunities
Supporting Regional Lead on GRMP coordination.
• Developing closer relationship with the Prepaid Program Managers within the UK&I division

All About You

• Experience in payments industry fraud risk management demonstrating product and project management experience.
• Experience in the UK&I Pre-Paid or AML areas of expertise.
• Technical aptitude with experience in multiple systems areas/disciplines, preferably including bank cards operation and MasterCard payment systems.
• Excellent verbal and written communications skills with ability to communicate at both business and technical levels. Proven skills communicating with all levels of management, including strong effective presentation skills.
• Effective decision making capability, problem resolution, and thought leadership.
• Demonstrated customer facing experience & skills
• Ability to travel
• Analytic skills & report writing
• Strong project and change management skills.
• Proficiency in Microsoft applications: Excel, Word, PowerPoint, and Access.
• Experience with Sales Force.

Equal Opportunity Employer

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