Jude Hendricks
Swansea,West Glamorgan
Summary
Operational specialist with a strong background in fraud operations, process design, and cross‑team delivery. Experienced in creating clear, user‑friendly BAU processes, improving operational workflows, and partnering with stakeholders across multiple functions. Known for clear communication, structured problem‑solving, and driving improvements in fast‑paced environments.
Overview
4
4
years of professional experience
Work history
Senior Fraud Consultant
TSB Bank PLC
Swansea, City and County of Swansea
2023.03 - Current
- Investigated a plethora of different fraud cases by conducting in-depth analysis of financial transactions.
- Extensive experience with different forms of customer-communication. These include, telephony, chat function & video banking as to dispel instances of social engineering.
- Organised and planned investigations; working closely under short-deadlines with key stakeholders across financial crime and the wider business.
- Acted as a subject-matter expertise for frontline teams, providing guidance on BAU processes and customer-protection strategies.
- Supported the implementation of new fraud-risk policies and contributed to internal audits.
Outsource Support Specialist
TSB Bank
Swansea, City and County of Swansea
2025.02 - 2026.01
- Designed and delivered induction training for new offshore fraud teams, ensuring readiness to handle UK fraud cases from day one. This also included spending 3 months in India working closely with our outsource counterparts.
- Created and refreshed BAU training materials to reflect updated fraud trends, system changes, and regulatory requirements.
- Coached team leaders and quality assurer in India to strengthen fraud‑detection capability and customer‑protection standards.
- Identified gaps in offshore processes and collaborated with UK stakeholders to implement fixes that improved accuracy and reduced handling time.
- Communicated operational changes and updates across sites, ensuring teams were informed and prepared ahead of go‑live.
- Designed and implemented an end-to-end complaints handling programme for specialist fraud teams, delivering training, managing certification and overseeing quality assurance to ensure consistent complaint outcomes that align with consumer duty.
Fraud Operations Consultant
TSB Bank
Swansea, City and County of Swansea
2022.03 - 2023.02
- Identified potential process gaps or recurring customer pain points and escalated them to senior colleagues for review.
- Followed BAU fraud‑handling processes with high accuracy, ensuring compliance with internal controls and regulatory requirements.
- Maintained strong performance across quality, compliance, and customer‑experience metrics in a fast‑paced environment.
Education
GCSEs - English Language
Ysgol Gyfun Gwyr
Swansea, City and County of SwanseaGCSEs - English Literature
Ysgol Gyfun Gwyr
Swansea, City and County of SwanseaGCSEs - Mathematics
Ysgol Gufyun Gwyr
Swansea, City and County of SwanseaGCSEs - Science Double Award
Ysgol Gyfun Gwyr
Swansea, City and County of SwanseaGCSEs - Welsh Language
Ysgol Gufyn Gwyr
Swansea, City and County of SwanseaGCSEs - Art & Design
Ysgol Gyfun Gwyr
Swansea, City and County of SwanseaSkills
- Time management proficiency
- Leadership influence
- Presentation excellence
- Proficient in Microsoft Suite
- Facilitation & Training
- Banking operations expertise
- Team-Collaborating
- Stakeholder communication
Timeline
Outsource Support Specialist
TSB Bank
2025.02 - 2026.01
Senior Fraud Consultant
TSB Bank PLC
2023.03 - Current
Fraud Operations Consultant
TSB Bank
2022.03 - 2023.02
GCSEs - English Language
Ysgol Gyfun Gwyr
GCSEs - English Literature
Ysgol Gyfun Gwyr
GCSEs - Mathematics
Ysgol Gufyun Gwyr
GCSEs - Science Double Award
Ysgol Gyfun Gwyr
GCSEs - Welsh Language
Ysgol Gufyn Gwyr
GCSEs - Art & Design
Ysgol Gyfun Gwyr