Greater Bristol Area, United Kingdom
Highly experienced fraud systems and fraud analytics manager with a proven track record of reducing net loss. Successfully manage our Accertify fraud platform (amongst others) whilst also carrying out in-depth SQL-based data investigations daily.
Responsible for fraud systems screening over $6bn of payments annually as well as onboarding hundreds of thousands of partners and supplier organisations across the Tripadvisor group of companies. Collaborate with colleagues from product and engineering to advise on fraud risk for new and current offerings - driving improvements to secure systems and bring losses to a minimum.
• Accountable for the management of global fraud decisioning systems upgrades/enhancements whilst ensuring customer experience and fraud risk are not compromised. • Remit covers Tripadvisor Plus subscriptions, Tripadvisor Experiences, Viator, Bokun, Vacation Rentals / Holiday Lettings. • Perform in-depth analysis of fraud and chargeback data using Google BigQuery / Snowflake / Tableau together with statistical / machine learning tools. • Accountable for the successful identification of the root causes of fraud and the implementation of global fraud rules to prevent repetition of fraud by the same method. • Ensuring that the fraud risk rules and rule sets remain predictive, and take appropriate action to rectify rule parameters, if deterioration in predictiveness occurs. • Provision of subject matter expertise to the business, IT and third party partners in fraud decisioning, to enable the effective management of global fraud decisioning systems • Drive the adoption of fit for purpose global fraud detection systems, using business case rationale. • Maintain a detailed understanding of changing fraud trends, fraud decisioning systems and business needs to ensure fraud management is aligned to high level business goals
Undertaking the product owner role for Fraud Products within Agile projects - specifically telephony / authentication solutions. Contributing to the definition and scoping of strategic programmes and key business initiatives. Ensuring all changes to any systems are tested, and signed off from a fraud perspective in line with the project timescales. Pro-actively building and maintaining effective internal and external partnerships and stakeholder relationships at all levels to enhance 2 way communications and support the development of projects. Managing suppliers providing outsourced services to the Fraud department including adherence to internal controls and standards (DPA, SCA, SSA etc.) Identifying new capabilities and definition of their application to solve new or existing fraud challenges
Accountable for providing the business with analytics-driven information covering areas such as; financial forecasting, exception reporting, fraud investigations & compliance, and general business performance /sales KPIs. Design and build tactical reporting solutions to support the business’s rapid go-to-market projects. Lead role in designing the business’s strategic reporting solution to enable self-serve reporting and visual data exploration. Liaising with affiliate aggregators such as Affiliate Window (AWIN) to ensure accurate campaign tracking and payment reconciliation. Creation of commission engines to enable promotion of sales through third party distributors. Complete deep-dive analysis of revenue / base performance for prepay and postpay customer segments. Teradata / SQL Server / SSRS / SSIS / MS Excel / PowerPivot / Powershell / Python / VB.net / Java
Lead responsibility for design and implementation of Fraud Detection processes and systems across Vodafone UK’s mobile and fixed-line products – including Consumer, Enterprise and Wholesale/MVNO customers. Primary accountability within the Fraud Management team for specific high value and complex fraud cases including domestic IRSF, AIT and Credit Card Fraud amongst others. Manage a successful team of Senior Fraud Analysts & Developers to mitigate fraud impact and ensure that Vodafone remains protected from new and emerging threats. Identify improvement opportunities to be put into practice by liaising with contacts within other areas of the business (e.g. Customer Operations, Credit & Risk Strategy, Product Management, Technology, etc). Responsibility for management of all domestic and international interconnect payment retentions including Artificially Inflated Traffic (AIT) claims via BT Annex E process. Communicate the impact of high value fraud cases to Vodafone Directors through production of concise escalation reports. Ensure that best practice is shared and that details of serious frauds are alerted to the other Vodafone Group Local Markets and members of TUFF / GSMA Fraud Forum.
- Introduce new fraud detection and case management processes - Identify new potential data sources to support improvements in fraud detection, management and reporting - Develop new analytic techniques for detecting fraudulent activity using available data sources - Develop new automated solutions to support existing fraud management procedures - Responsibility for the maintenance and continued effectiveness of fraud detection processes and systems
- Researched, developed and launched a new company website and social communications platform to provide increased membership value for customers o Frequently engage with online community users to support their experience o Lead role in developing Marketing & Communications strategy which brought about a huge increase in active online community users - Extensive Google Analytics knowledge – model customer behaviour and liaise with senior management to provide detailed insight reports and recommendations - Regularly present at board meetings / finance committees and provide technical and strategic recommendations / proposals to support business - Edit / proofread website content (text, graphics sourcing/creation etc.) to ensure brand and reputation consistency - Integrated social media platforms such as Facebook, Twitter and Linkedin with business processes allowing for increased brand exposure and leading to boosted sales figures - Work with staff on all levels to implement business efficiency improvements such as switching to an integrated e-postage system to reduce admin time by days - Liaised with external IT contractor to introduce a national Citrix based cloud computing system in to the regional office – increasing staff mobility, maintaining business stability and reducing down-time during an office move to just a few hours - Working with national partner to introduce Microsoft Dynamics CRM in to the business – resulting in speedier business insight reporting and increased customer satisfaction - Conceptualised and working to launch a college vacancy advertising website leading to a new income stream for company and an additional benefit for member organisations in the form of a low-cost alternative to current costly methods