Claims Fraud Team Lead

Overview

In this role, you lead and grow a team of Claims Fraud Investigators and Intel Analysts to defend Marshmallow from fraudulent activity. You set the investigation strategy, own KPI performance, and drive quality across the team while ensuring FCA, Consumer Duty, and GDPR compliance. You will partner with product and other functions to improve detection, cycle time, and customer experience. This is a high-impact opportunity to shape fraud prevention at scale in a fast-growing fintech insurer.

Pay / 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
• 25 days holiday plus bank holidays

Responsibilities

• Lead, coach and manage performance of the Claims Fraud team and their progression
• Act as final escalation point for complex, high-value, organized fraud investigations
• Own Claims Fraud KPIs and evolve team investigation strategy
• Run QA across the team to drive consistency and better decision-making
• Own recruitment, onboarding, and development planning for the team
• Represent Claims Fraud as a subject-matter expert across the business
• Ensure compliance with FCA requirements, Consumer Duty, vulnerable customer handling and GDPR
• Partner with other teams to improve signal generation for fraud detection
• Collaborate with Product Owners to improve processes and technology to reduce investigation cycle time

Key requirements

• Experience leading a team and driving performance
• Motor Claims Fraud experience
• Experience using data and evidence to make decisions and set priorities
• Nice to have: Fraud Intelligence experience

• Clear, actionable feedback and tough conversations
• Data-driven problem solving
• Bias-free, insight-based decision making
• High sense of urgency with collaborative execution
• Data-driven decision making
• Fraud detection and investigation processes

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