Zoë Gwilt
Quedgeley,Gloucester
Summary
A dedicated professional with 19 years of experience working in major financial institutions, including 3 years specialising in fraud operations across both retail and business customer segments. Demonstrates a strong ability to remain calm under pressure, with exceptional problem-solving skills and a proven track record in leading and managing high-performing teams.
Known for fostering collaborative environments that drive success and operational efficiency, with a background in managing third-party outsourcing relationships. Possesses solid knowledge of economic crime legal and regulatory requirements, industry practices and trends.
An experienced and risk-conscious leader, adept at managing risk and controls. Brings a natural ability to form strong working relationships at all levels, coupled with exceptional analytical, critical thinking, and decision-making abilities. Committed to leveraging these core competencies to achieve organisational goals and contribute to long-term growth.
Overview
15
15
years of professional experience
6012
6012
years of post-secondary education
1
1
Certification
Work history
Head of Fraud Operations
Virgin Money
08.2024 - 11.2025
- Leading the Fraud Operations teams across front and back-office functions (approx. 420 FTE)
- Responsible for fraud prevention, detection and investigation against agreed fraud risk appetite, policies, procedures, processes, and service levels agreements
- Responsible for compliance with all regulatory and statutory requirements regarding Fraud Operations & Investigations
- Creating and embedding an environment of continuous improvement
- Ongoing monitoring, oversight, & management of operational fulfilment by outsourced providers
- Ensuring operational service suppliers deliver against performance expectations and adhere to contractual requirements. Including monthly performance SLAs/KPIs
- Partnering with Commercial and Product teams to ensure capacity is in place to meet interlocked volumes
- Leading a high performing team through coaching, recruiting, and talent & succession management
- Leading on engagement with 1LOD, 2 LOD and 3LOD
- Delivered ahead of planned recovery for critical processes eg Percentage Calls Answered improved from 65% to 90% and Average Speed of Answer from 12 mins to 3 mins with no incremental resource within 3 months
- Improved Contact Centre production (approx. 190 FTE) by 27 FTE within 4 months
- Improved Voice of the Colleague response rate by 30%
- Designed and implemented reporting suite to support refreshed local governance for data-led performance insight
- Implemented agreements with cross-functional partners to support on basic processes during attack or volume spikes
- Partnered with Planning function to ensure that all capacity plans were accurate & took into account complexity of fraud risk mitigation
Lead Fraud Operations & Control Manager
Metro Bank
London
09.2022 - 11.2025
- Leading the Fraud Operations and Control team for Metro Bank
- Creating and embedding an environment of continuous improvement across Fraud Operations
- Responsible for fraud prevention, detection and investigation against agreed Metro Bank fraud risk appetite, policies, procedures, processes, and service levels agreements
- Responsible for Metro Bank compliance with all regulatory and statutory requirements regarding Fraud Operations & Investigations
- Leading on Regulatory/external body interactions eg. LSB
- Conducting external supplier due diligence
- Ongoing monitoring, oversight, and management of operational fulfilment by the managed service provider for card fraud operations
- Ensuring operational service suppliers deliver against performance expectations and adhere to contractual requirements. Including monthly performance SLAs
- Business Contingency Coordinator for Fraud Operations and Investigations
- Leading on engagement with 1LOD, 2 LOD and 3LOD
- 6% headcount reduction year to date
- Designed and implemented redesign of Fraud Operations & Investigations
- Successful implementation of recovery plans for critical processes that had been out of SLA for a significant period of time before appointment to the role
- Implementation of productivity framework across Fraud Operations & Investigations
- Design, implementation and embedding of a Fraud Monitoring Framework to ensure compliance with Consumer Duty and provide visibility and assurance through the Risk Management Framework
- Successfully closing out the LSB action plan ahead of Metro Bank’s Contingent Reimbursement Model Code exit
Senior Manager, Payment & Supplier Operations
TSB
Gloucester, Gloucestershire
03.2022 - 09.2022
- Responsible for TSB compliance with all regulatory and statutory requirements regarding payments operations
- Leading a compliant and customer focused payment & supplier operation (approx. 80FTE), managing exceptions efficiently whilst adhering to regulatory timeframes.
- Responsible for external supplier, property and partner expense payments within externally governed SLAs, including the ongoing transition of operational fulfilment to managed service provider(s)
- Leading the ongoing transition of operational fulfilment to managed service provider(s). Developing and maintaining an operating model and rhythm that enables consistency and efficiency in service delivery across the portfolio
- Defining, driving and delivering the managed service strategy; supporting TSB’s growth/cost agenda and wider business objectives
- Responsible for outsource risk & control management; inclusive of the policy, learning and strategy oversight
- Responsible for ensuring operational service suppliers deliver against performance expectations and adhere to contractual requirements. Including monthly performance SLAs
- Leading a high performing team through coaching, recruiting, and talent & succession management
- Simplification – aligned target operating models to eliminate duplication and enhance service for customers and suppliers
- Enhanced rigour around the supplier management model through implementation of governance routines
- Hybrid working improvements to ensure optimum colleague engagement and productivity
Senior Manager, Strategy & Risk
TSB
Gloucester, Gloucestershire
05.2020 - 02.2022
- Operational Lead and recognised Subject Matter Expert for customer outcomes and operational risk
- Accountable for end-to-end oversight and reporting of Customer Service Operations strategy for 2020/21
- Leading the definition and management through to implementation of tracking governance and mechanisms
- Ensuring functional performance is in line with CSO strategy and appetite
- Regularly communicating with stakeholders up to Director level on a variety of subject matters
- Demonstration of awareness of the financial implications of functional and divisional tactical/strategic initiatives
- Identifying potential solutions to new and emerging risks and taking forward the action required to mitigate
- Delegated authority from Level 2 Risk Category Owner for:
- Customer Servicing Risk
- Service Resilience Risk
- Customers in Financial Difficulty Risk
- Creation and implementation of a robust financial tracking tool in partnership with Finance Business Partner
- Successful delivery of milestones in the CSO people strategy to tight deadlines
- Improvement of stakeholder relationships both inside CSO and in the wider Bank
- Established framework for tracking and reporting of 2021 strategy
- Instrumental in the design, implementation and embedding of the Customers in Financial Difficulties policy and associated risks & controls
Head of Rectifications
TSB
Gloucester, Gloucestershire
02.2016 - 04.2020
- Operational Lead and recognised Subject Matter Expert for customer outcomes and operational risk
- Accountable for end-to-end Rectifications process and associated MI
- Leading the definition and management through to implementation of treatment strategies, eliminating inefficiencies and reducing costs
- Ensuring treatment strategies are in line with Bank policies and procedures (including taking into account Legal & Regulatory impacts)
- Regularly communicating with internal & external stakeholders up to Exec level on a variety of subject matters
- Supplier management, contract management and management of IT provider during a migration programme
- Demonstration of awareness of the financial implication of remediation activity & recoverability on the overall P&L
- Stabilisation of the core Rectifications Delivery Team through restructuring of the Organisational Design and improvements to the Risk & Control Framework
- Within 18 months, reduced the outstanding rectifications portfolio from 120 to 30 and improved average delivery timelines by 300 days
- Delivered a cost framework from scratch to manage the operational governance of cost control processes
- Following TSB’s IT Migration, designed, recruited and stabilised a significantly increased Rectifications team (from 11 FTE to 86 FTE); resulting in the delivery of 200 rectifications in 12 months
- Liaised face to face with the Financial Conduct Authority to inform them of TSB’s management of rectifications in the wake of the IT Migration
Orchestrator, Migration Programme
TSB
Gloucester, Gloucestershire
10.2015 - 02.2016
- Accountable for oversight of all Migrations activity across the CSO estate
- Responsible for reporting of progress and all activity (including MI visible up to Chief Operating Officer level)
- Lead liaison with Banco de Sabadell (BS) & Lloyds IT and Programme teams
- Contribute to the development of the future IT strategy for Customer Service Operations
- Designed and implemented Exec reporting framework and associated governance
Manager, Customer Experience & Risk
TSB
Gloucester, Gloucestershire
12.2012 - 10.2015
- Risk lead and subject matter expert for Collections and Transactional Fraud Operations, including assessing impacts and prioritisation of change
- Accountable for Collections and Transactional Fraud Risk Profiles and appropriate escalation of emerging or deteriorating risks
- Responsible for identification, reporting and management of breaches and events
- Accountable for the oversight and management of Outcomes testing across Collections and Transactional Fraud
- Responsible for the analysis and reporting of complaints & Conduct Outcomes Testing, including leading the effort to drive down complaint volumes in line with Bank appetite
- Built the Risk framework for TSB Collections & Recoveries; including control framework, governance and reporting mechanisms into forums
Business Execution Leader/Product Coach
Lloyds Banking Group
Gloucester, Gloucestershire
09.2010 - 11.2012
- Understanding MP&C Retail Mortgage Operations Strategy, with responsibility for the effective implementation of strategies, ensuring channel, brand, and site strategies and processes were delivered.
- Leading the effort to develop a flexible staffing model for MP&C that supported the seasonal demand and volume spikes, including load levelling across MP&C and effective deployment of planning tools with oversight for consistency across brands, channels and sites
Education
BA (Hons) - French, Spanish & Business Studies
University of Wales
SwanseaA Levels -
Chosen Hill School
Gloucester, GloucestershireGCSEs -
Chosen Hill School
Skills
- Customer service focus
- Data-driven decision-making
- Leadership and collaboration skills
- Results-oriented approach
- Regulatory knowledge
- Complex information translation
Certification
- March 2010 NVQ Level 3- Contact Centre Professional Distinction
- February 2008 CeMAP Distinction
Languages
French
Fluent
Spanish
Fluent
Italian
Intermediate
Timeline
Head of Fraud Operations
Virgin Money
08.2024 - 11.2025
Lead Fraud Operations & Control Manager
Metro Bank
09.2022 - 11.2025
Senior Manager, Payment & Supplier Operations
TSB
03.2022 - 09.2022
Senior Manager, Strategy & Risk
TSB
05.2020 - 02.2022
Head of Rectifications
TSB
02.2016 - 04.2020
Orchestrator, Migration Programme
TSB
10.2015 - 02.2016
Manager, Customer Experience & Risk
TSB
12.2012 - 10.2015
Business Execution Leader/Product Coach
Lloyds Banking Group
09.2010 - 11.2012
BA (Hons) - French, Spanish & Business Studies
University of Wales
A Levels -
Chosen Hill School
GCSEs -
Chosen Hill School