Fraud Operations Manager

Job Title: Fraud Operations Manager

Reporting To: Multi-Channel Group PAP Manager

Location: 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.

Benefits

• Colleague store discount
• JD gyms discount
• Salary sacrifice car scheme

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