At a Glance
- Tasks: Lead fraud operations, prevent losses, and ensure excellent customer outcomes.
- Company: Dynamic company focused on fraud prevention and operational excellence.
- Benefits: Colleague discounts, gym discounts, and salary sacrifice car scheme.
- Other info: Opportunity for continuous improvement and collaboration with various stakeholders.
- Why this job: Make a real impact in fraud prevention while leading a high-performing team.
- Qualifications: Experience in fraud, risk management, and team leadership required.
The predicted salary is between 59576 - 65000 £ per year.
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.
Benefits
- Colleague store discount
- JD gyms discount
- Salary sacrifice car scheme
- #J-18808-Ljbffr
Fraud Operations Manager in Bury St Edmunds 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.
