Claims Fraud Team Lead

Job description

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones. To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you. ABOUT THE TEAM We defend Marshmallow against fraudulent activity and help protect the company! Fraudulent claims can result in us losing money, which can drive up the premium prices for all of the other customers. We’re here to stop that, making sure Marshmallow remains affordable and accessible for everyone. WHAT YOU'LL BE DOING - 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. YOUR EXPERTISE - Experience leading a team, including driving and managing performance. - Motor Claims Fraud experience. - Experience using data, insight and evidence to make confident decisions and set priorities. - Nice to have: experience in Fraud Intelligence. WHO YOU ARE - 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. PERKS & 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 OUR PROCESS 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. #LI-PT1 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.