Fraud Operations Manager

______________________ JOB TITLE: Fraud Operations Manager REPORTING TO: Multi-Channel Group PAP Manager BASED AT: Kingsway Distribution Centre, Rochdale (Office Based) HOURS: 8:30am-5pm (Monday-Friday) Role Overview: Lead the Group Fraud Operations function, driving fraud prevention, detection, and investigation across all channels. Responsible for protecting the business from fraud-related losses while delivering excellent customer outcomes, maintaining strong governance, and leading a high-performing operational team.

Leadership & People Lead, coach, and develop a team of Fraud Investigators and Claims Handlers. Drive a high-performance culture focused on accountability, engagement, and continuous improvement. Manage performance, employee relations, development plans, and team wellbeing. Act as a role model for company values and professional standards Fraud Operations & Risk Management Own day-to-day fraud operations, ensuring KPIs and service levels are achieved.

Monitor fraud trends, chargeback/dispute rates, and operational performance. Lead high-risk and complex fraud investigations. Produce performance reporting and actionable insights for senior stakeholders. Ensure compliance with policies, regulatory requirements, and audit standards. Adapt controls and processes to mitigate emerging fraud threats. Operational Delivery Oversee the day-to-day Fraud Operations function, ensuring performance targets, service levels, and KPIs are consistently achieved.

Monitor team performance through daily and weekly metrics, implementing actions to address any performance gaps. Maintain oversight of key fraud KPIs, including chargeback/dispute rates, proactively managing trends and mitigating risk. Ensure operational resilience through effective resource planning, including holiday approvals, overtime, and peak trading coverage. Ensure payroll inputs and administrative processes are accurate and delivered on time.

Continuous Improvement & Collaboration Drive process improvements that reduce loss, improve efficiency, and enhance customer outcomes. Promote a continuous improvement mindset across the team. Collaborate with internal stakeholders, payment providers, and group businesses to strengthen fraud controls and investigations Skills/Experience/Knowledge Needed: Proven background in Fraud, Risk, E-commerce Fraud, or Loss Prevention.

Experience leading and developing operational teams. Track record of delivering operational improvements and change initiatives. Strong analytical and problem-solving capability. Advanced Microsoft Excel skills. Experience with fraud detection systems. SQL knowledge (Oracle or equivalent) desirable. Proven ability to coach, train, and develop individuals and teams. Strong communication, stakeholder management, coaching, and influencing skills.

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