Fraud Operations Manager

About the role

The Fraud Operations Manager leads the Group Fraud Operations function, covering fraud prevention, detection and investigation across all channels. The role protects the business from fraud-related losses while delivering good customer outcomes, maintains strong governance and leads a high-performing operational team. It is based at the Kingsway Distribution Centre in Rochdale, office-based, Monday to Friday 8:30am to 5pm, reporting to the Multi-Channel Group PAP Manager.

Key responsibilities

• Lead, coach and develop a team of Fraud Investigators and Claims Handlers, manage performance, employee relations, development plans and team wellbeing, and act as a role model for company values.
• Own day-to-day fraud operations so that KPIs and service levels are met, and monitor fraud trends, chargeback/dispute rates and operational performance.
• Lead high-risk and complex fraud investigations and produce performance reporting and insights for senior stakeholders.
• Ensure compliance with policies, regulatory requirements and audit standards, and adapt controls and processes to emerging fraud threats.
• Oversee operational resilience through resource planning, including holiday approvals, overtime and peak trading coverage, and ensure payroll inputs and admin processes are accurate and on time.
• Drive process improvements that reduce loss and improve efficiency, and collaborate with internal stakeholders, payment providers and group businesses to strengthen fraud controls.

Required profile

• Proven background in Fraud, Risk, E-commerce Fraud or Loss Prevention.
• Experience leading and developing operational teams, with a track record of operational improvements and change initiatives.
• Strong analytical and problem-solving capability, and proven ability to coach, train and develop people.
• Strong communication, stakeholder management, coaching and influencing skills.

Required skills

• Advanced Microsoft Excel skills.
• Experience with fraud detection systems.
• SQL knowledge (Oracle or equivalent) desirable.

What we offer

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