marshmallow - Claims Fraud Team Lead
Requirements
• Experience using data, insight and evidence to make confident decisions and set priorities. • Nice to have: experience in Fraud Intelligence. • You build capability in others through clear, actionable feedback and lean into difficult conversations. • You look ahead to future risks, opportunities and ways of improving team effectiveness, using data and insight to set priorities and solve problems without needing close guidance. • You propose and drive bold, practical process and strategy changes, trying new ways to solve problems and continually raising standards. • You role model low-ego leadership — giving credit, being open about what you don’t know and grounding choices in insight and context rather than personal bias. • You create momentum with a high sense of urgency, moving work forward quickly in a way that is clear, collaborative and constructive for others.
Responsibilities
• Leading, coaching and managing the performance of a team of Claims Fraud Investigators and Intel Analysts, supporting their progression. • Acting as the final escalation point for the most complex, high-value and organised fraud investigations. • Owning the Claims Fraud KPIs, setting and evolving the team’s investigation strategy. • Running quality assurance across the team, using outcomes to drive consistency and improve decision-making. • Owning recruitment, onboarding and development planning for the team. • Representing Claims Fraud as a subject matter expert across the business, building strong relationships with wider teams. • Ensuring the team’s compliance with FCA requirements, Consumer Duty, vulnerable customer handling and GDPR obligations. • Partnering with other teams to increase the detection of potentially fraudulent claims, ensuring the right signals and alerts are being generated and acted on. • Working with Product Owners to drive process and technology improvements that reduce investigation cycle time and improve the customer experience. • We offer a flexible hybrid work model, with the team coming together at our London office once every two weeks. • Experience leading a team, including driving and managing performance.
Benefits
• Bonus scheme designed to reward high performance • Private medical insurance with Vitality, mental health support with Oliva • Personal learning budget and 2 dedicated L&D days a year • Monthly flexible benefits budget to spend as you choose • 25 days holiday plus bank holidays • 4 weeks Work From Anywhere per year • 1. Initial call with our Talent Acquisition Partner - 30 minutes • 2. Technical interview with two Senior Managers from our Claims Department, with a technical task included - 60 minutes • 3. Culture interview with our Head of Claims and Third Party Operations - 60 minutes • We review every application and will always let you know the outcome, though we're unable to provide individual feedback at application stage. • Diversity of thought • We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.
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