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.
Benefits
- Colleague store discount
- JD gyms discount
- Salary sacrifice car scheme
Fraud Operations Manager in Bryn employer: JD GROUP
JD Sports Group PLC is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. With a strong commitment to employee growth, JD provides extensive training and development opportunities, ensuring that team members can thrive in their careers while contributing to the company's success as a leading international retailer. Located in a vibrant industry hub, employees benefit from a culture that values creativity and teamwork, making it an ideal place for those seeking meaningful and rewarding employment.
