Senior Fraud and Disputes Manager

{"description": " We're Capital on Tap Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We've done a pretty good job so far, but we're just getting started! Cardiff | 3 days a week in the office. The Role We're seeking an experienced Senior Leader in Fraud and Disputes Operations to lead our teams supporting our customers across the UK and US. This is a high-impact
role that extends well beyond day-to-day management, and you'll play a key role in defining and evolving our risk strategy, enhancing our control frameworks, and improving the end-to-end customer journey. Working cross-functionally across Capital on Tap, you'll champion continuous improvement, minimise losses, and play a critical role in upholding our reputation for operational excellence. Key Responsibilities Lead, coach, and develop high-performing Fraud Prevention and Disputes Investigation teams, fostering a culture of excellence and continuous improvement. Oversee day-to-day fraud and disputes operations, including capacity planning, scheduling, SLA management, training, and competency development. Ensure full compliance with UK and US regulatory requirements, scheme rules, and deadlines, staying current with evolving industry standards. Monitor emerging fraud trends and collaborate with second line of defence teams to implement and refine fraud and disputes strategies. Design and
maintain robust control frameworks to minimise financial losses, manage operational risk, and act as an escalation point for complex cases. Leverage technology and data to optimise processes, enhance customer experience, and track KPIs/KRIs to drive performance and continuous improvement. We're Looking For An experienced financial services leader specialising in disputes and fraud, with a focus on business customers. An adaptable and pragmatic leader with a hands-on, solutions-driven approach to problem solving. A proven track record of leading high-performing teams in fast-paced, dynamic environments. A subject matter expert with deep knowledge of regulatory and legal requirements, and extensive experience in risk assessment and control design and testing. An analytical thinker skilled in interpreting complex data and driving evidence-based decision-making. Our Values & Culture Just Pilot: We never settle for \"good enough\". We pilot new ideas fast, ask questions to figure it
out, and scale quickly. Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage. Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard. Owners and Dates: We don't chase people. If you own a task and agree to a date, the expectation is that it gets done. Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback. Interview Process Stage 1: 30 minute call with a Talent Partner Stage 2: 60 minute interview with our Customer Operations Director Stage 3: 60 minute interview with our People team and a peer Diversity & Inclusion We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work. Great Work Deserves Great Perks We try not to take ourselves too seriously (all the time) so we make sure