Head of Fraud London, England
Job description
Our mission
Definitely not a sweet shop.
We're the tech company making insurance more accessible and more affordable for as many people as possible.
We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while being rated excellent on Trustpilot. But we’re just getting started.
Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries
If you're looking for a challenge, our next chapter is set to be an exciting one
How we work
We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.
Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog!
The Fraud Team
We defend Marshmallow against fraudulent activity and help protect the company's loss ratio! Fraudulent policies and claims can result in us losing a lot of money, which can drive up the prices for all of our other customers. We’re here to stop that, making sure Marshmallow remains affordable and accessible for everyone.
We’re looking for a Head of Fraud to lead our application fraud strategy, with specific functional responsibility for the operational teams in this area. The Head of Fraud will coordinate the cross-functional effort (data, tech, product, operations) needed to deliver the strategy, so we’re looking for someone who can work collaboratively with people from a wide range of backgrounds and skill sets, both internally and externally. Whilst this role sits within the Operations Leadership Team, the Head of Fraud also plays an important role in the Acquisition Tribe - the group responsible for shaping Marshmallow’s growth strategy.
What you’ll be doing
Owning the application fraud strategy and ensuring it reflects both the need for loss ratio protection and our regulatory obligations, whilst being sensitive to Marshmallow’s growth ambitions
Leading a stellar team of fraud operations specialists across three specialisms, including the management/coaching of our Fraud Leads (who are based in London and Budapest)
Working with data scientists, data analysts, engineers, underwriters and pricing specialists to ensure fraud controls are appropriately built into our products, workflows and acquisition/retention strategies
Collaborating closely with our Claims Fraud team as part of a unified approach to detecting and preventing fraud across the policy lifecycle
Using your experience to help develop our broader operational strategy, by building strong relationships with peers across the Ops function and wider company
Who you are
You are an experienced leader, with a proven ability to think strategically and have natural commercial acumen
You pride yourself in developing future leaders and have direct experience managing others who manage sizeable teams
You thrive in a high-growth environment. You are highly adaptable to change and will take ownership to get things done
You are a powerful communicator who enjoys building impactful, strategic relationships both internally and externally
What we're looking for from you
A deep understanding of Fraud, ideally within an insurance environment
A track record of delivering excellent outcomes in an operational environment
Demonstrable management and coaching capability
Experience working collaboratively with data and tech SMEs
Perks of the job
Flexible working: Spend 3 days a week with your team in our new collaborative London office, and own your own working hours. The rest is up to you
- If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options.
Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes.
Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
Mental well-being support – Access therapy and mental health sessions through Oliva
Competitive bonus scheme - designed to reward and recognise high performance
Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches
Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
Tech scheme - Get the latest tech for less
Plus all the rest; 33 days holiday (including bank holidays), pension, cycle-to-work scheme, monthly team socials and company-wide socials every month!
Our Process
We break it up into 3 stages:
Initial call with Ellie Stainforth, on the recruitment team (30 mins)
An experience and skill-based interview where we will explore your suitability for the role, and give you the opportunity to present on a fraud topic. This will be with Chris Sampson, VP of Operations (1 hour)
A culture interview with a senior leader to check that your work style fits our processes and values (1 hour)
We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give personal feedback on each application.
Everyone belongs at Marshmallow
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.
We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.
We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.
