Experience

Thredd

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Head of Fraud Operations

  • Nov 2022 - Present



Gemini

• United States
• Financial Services
• 400 - 500 Employee

• Associate Director of Fraud, UK & EU | Trust & Safety

  • Feb 2022 - Jul 2022



Solaris (formerly Contis)

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head of Fraud & Financial Crime

  • Apr 2019 - Feb 2022



Worldpay

• United Kingdom
• Financial Services
• 700 & Above Employee

• Corporate & Gateway Fraud Manager

  • Jan 2018 - Apr 2019



Studio.co.uk

• Retail
• 1 - 100 Employee

• Fraud & Credit Team Manager

  • Dec 2015 - Dec 2017

  I was responsible for thirteen direct reports in the Fraud Investigations team, I also supported a Credit and Administration function of eight advisors. My day to day role was workload management and adherence to SLA’s within a high-profile role for the company. I was an escalation point for the team and business wide referrals for fraud queries from Senior Management and Directors, whilst ensuring that I dealt with these in a timely manner.During my time in this position I have;• Designed and implemented effective training material, procedures and process maps for all fraud related work to ensure a consistent approach.• Implemented KPI’s within the team and ensured adherence to the quality framework.• Conducted regular performance reviews with team members and promoted personal development. Set key objectives to ensure that team and business goals are achieved.• Managed the recruitment process within the operations teams from conducting interviews to developing a training plan for new starters.• Promoted change within the operations team to be more focused towards proactive fraud investigations which allowed us to report on fraud savings back to the business. I was responsible for identifying new fraud trends and making amendments as needed on a regular basis to reporting.• Implemented a dedicated phone line to the team to support and communicate with both victims of fraud and genuine customers of account takeover.• Supported the implementation of a ‘fraud aware’ culture by conducting sessions with other business units, from giving information on the team and how we operate to fraud trends within the online retail industry and feedback learnings from attending conferences.• Planning, organisation and time management Show less

• Accelerated Performance Management Coach

  • Aug 2015 - Dec 2015

• Financial Services Quality Analyst

  • May 2014 - Aug 2015

• Outsourcer Quality Analyst

  • May 2013 - May 2014

• Customer Services Agent

  • May 2012 - May 2013