Jo Thompson Email & Phone Number

Birmingham, England, United Kingdom

Birmingham, England, United Kingdom

Birmingham, United Kingdom

• Responsible for managing and developing several teams across operations, vendor and technology areas. Optimisation of existing systems and processes to ensure efficiencies are gained whilst maintaining a high level of.
• Create, coach and develop teams to enable them to successfully execute investigations processes across the complaints team
• Strong leadership skills demonstrated in achieving business strategy of reducing business overheads
• Conduct oversight site reviews of vendors together with monthly service reviews to ensure adhering to Citi Minimum Standards, highlighting and addressing any breakdown in controls
• Manage quality standards with operations and technology teams to ensure a robust environment
• Project manage outsourcing in-line with business strategy to ensure a safe transition and safe arrival of subject

• Responsible for organising and executing on the smooth implementation of technology releases across several technology and business areas, internally and externally.
• Managed and successfully executed the technical release of Egg credit card migration to Barclaycard (2 million accounts)
• Maximising efficiency of the Egg programme ensuring releases are filled with changes and that the delivery runs to schedule to avoid knock on delays
• Co-ordination between senior managers within the department to encourage a ‘no surprises’ culture and early warning of any issues that have a material impact on the Egg programme
• Ensured technical project activities are on track to meet the release dates
• Ensured project managers, analysts, designers, development managers work within a release culture where code dependencies and impacts are identified therefore protecting the release dates

Accountable for the full oversight of the fraud operations team for UK Consumer reporting to leadership team on capacity and lossesManagement of the fraud risk to ensure fraud detection and prevention is balanced between customer experience and treating customers fairly. Implementation of new processes to streamline and to mitigate losses.

Dudley, United Kingdom

• Responsible for leading a team of financial crime investigators using motivation, coaching and empowering techniques to improve individual performance and team efficiency.
• Worked with and encouraged individuals to streamline processes which resulted in a departmental fraud loss and head count reduction
• Implemented processes to reduce losses and build relationships within the industry
• Quantified and prioritised daily workloads taking into account skill set and resource to mitigate fraud risk and maximise productivity
• Managed resource with a wide skill set across Card/Retail Account Takeover and Application Fraud across all products
• Continually assessed operational team performance and proactively highlighted improvements to existing fraud detection reports and reports, driving the necessary amendments through to implementation

Dudley, United Kingdom

Investigating applications across a wide range of products for the suspicion of 1st and 3rd party fraud.