VP, Customer Care Management_ Group Retail
Core
Lead the resolution of fraud and scam cases, supervise customer compensation appeals, and ensure compliance with bank policies and regulations for a retail banking team.
Role type
Senior leadership customer care manager (fraud & claims)
Builds
Fraud resolution outcomes, compensation decisions, and team capability in fraud detection
Domain
Retail banking, fraud prevention, consumer protection
Deliverable
dashboards & analysis
Required skills
Fraud detection, scam prevention, compensation protocols, financial regulations, CRM systems, case management, KPI tracking, team leadership, conflict resolution
Preferred skills
Fraud detection reporting systems, data-driven insights, regulatory compliance
Responsibilities
Oversee fraud case resolution and customer communication, supervise compensation appeal reviews, develop training materials for fraud awareness, track KPIs for case resolution and satisfaction, act as escalation point for complex cases, prepare performance and fraud trend reports
Seniority
Senior, hands-on IC with leadership scope
