Fraud Risk & Operations – Senior Manager in London

As a Senior Manager in our Fraud Risk & Operations team, you will support clients in designing, optimising, and transforming their fraud operations across the end‑to‑end fraud lifecycle. This role focuses on operational effectiveness, performance, customer outcomes, and scalability, ensuring fraud prevention, detection, and investigation functions are efficient, well‑controlled, and aligned to risk appetite. You will work with clients to enhance fraud operating models, improve case handling quality, embed governance and QA frameworks, leverage data and technology, and deliver operational transformation programmes. The role combines deep fraud domain expertise with operational delivery and change leadership.

What Your Days Will Look Like

• Lead reviews of fraud operations functions, including prevention, detection, investigations, recoveries, and customer remediation.
• Assess fraud case handling quality, decisioning frameworks, escalation protocols, and governance controls.
• Design and implement target operating models (TOMs) for fraud teams, including structure, capability, capacity, and location strategy.
• Improve operational performance through KPI design, MI dashboards, productivity analysis, and workforce planning.
• Enhance quality assurance (QA) frameworks to ensure consistency, regulatory compliance, and good customer outcomes.
• Support fraud transformation programmes, including process redesign, automation, workflow tooling, and technology enablement.
• Identify root causes of operational breakdowns, backlogs, leakage, or customer harm and develop remediation plans.
• Advise on outsourcing, co‑sourcing, or managed service models for fraud operations.
• Produce high‑quality reports and presentations for senior stakeholders, including Boards and Risk Committees.
• Contribute to business development, proposals, and market‑facing thought leadership in fraud operations transformation.
• Coach and develop junior team members and help build the firm’s fraud operations capability.

The role is for you if

• You have strong experience within fraud operations, financial crime operations, or fraud investigation functions.
• You have demonstrable experience reviewing or leading operational fraud teams.
• You bring knowledge of fraud case management processes, QA frameworks, KPIs, SLAs, and regulatory expectations.
• You have experience delivering operational improvement, remediation, or transformation programmes.
• You demonstrate strong stakeholder management skills, with experience engaging operational leaders and risk functions.
• You are able to analyse operational data and translate insights into practical improvements.
• You have strong written and verbal communication skills.
• You have experience in banking, payments, fintech, insurance, or other regulated sectors.
• You have exposure to APP fraud, scams, card fraud, claims fraud, insider fraud, or customer remediation programmes.
• You have experience with workflow tools, fraud systems, automation, or AI‑enabled case triage solutions.
• You are familiar with regulatory reviews or Skilled Person engagements relating to fraud operations.

What You’ll Receive From Us

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.