Fraud People Lead - Pipeline PSQ Template Test 2

Do you want to play a key role in a dynamic, customer and colleague centric environment? Are you passionate about encouraging, developing, and coaching others? We've been voted best British Bank for 2023 and 2024, so it's an exciting time to join us, and help build our customer focused teams. As a Fraud People Lead in the First Party Fraud Team at Chase, you will lead in a dynamic, fast paced, customer and colleague centric environment. You will have a passion for developing others whilst learning new skills and supporting customers with their financial needs. You will be an excellent communicator and passionate about getting it right first time for customers and colleagues alike using various channels. You will think 'outside of the box', problem solve and have the desire to change, implement and own processes.,

• Optimize performance across key operational KPI's, financials and people metrics, delivering to team goals
• Collaborate with relevant teams to continuously improve operational and business performance to optimize both the customer and employee experience
• Manage and support colleagues through times of change and ambiguity
• Demonstrate critical thinking, establishing root cause and taking ownership to improve delivery
• Lead with a customer centric approach and a real focus on 'out of the box thinking' to support resolutions and inquiries
• Drive exceptional performance, through coaching and development of team members and self
• Own processes and products for colleagues and customers and Change Champion
• Understand and research customer behaviour and share knowledge with wider team and peers
• Lead and act as a role model to all colleagues and peers and be an advocate of our brand
• Become a multi-channel expert across all platforms and functions that we operate across
  
  Experience coaching, developing, and managing a team or individuals
• Demonstrate leadership potential
• Passionate and curious about people, take extreme accountability, think commercially
• Be able to drive results through colleague engagement, creating a culture of success
• Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals
• Be customer centric with a real focus on 'out of the box thinking' to support resolutions and inquiries
• Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity
• Have intrinsic passion to coach and support delivery of first-class service to colleagues and customers
Our Contact Center operates 7 days a week from 6:30 AM to 6:00 PM. Your work pattern will be 35 hours per week. Candidates must be willing and able to work shift patterns during our operating hours, which may include bank holidays and weekends.