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- Tasks: Lead a dynamic team in managing fraud and complaints operations to enhance customer experience.
- Company: Join a leading global company focused on innovation and client satisfaction.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a diverse culture that values integrity, respect, and continuous improvement.
- Why this job: Make a real difference by protecting customers and improving service quality.
- Qualifications: Experience in complaint and fraud management, with strong leadership skills.
The predicted salary is between 36000 - 60000 £ per year.
Job Title: Fraud/Complaints Contact Center Manager (CCM) (Senior Operations Manager)
Department: Operations
Management Responsibility for: Assistant Contact Centre Managers (ACCM)
Reports to: VP / Director of Delivery
Location: Site-Based or Working at Home
Salary: £65,000
Contract Type: TBC
Grade: TBC
The Fraud Contact Centre Manager will lead and manage the operations of the Fraud Contact Centre, ensuring that all customer interactions relating to actual or suspected fraudulent activity are handled effectively, professionally, and in line with regulatory standards. The role is accountable for fraud prevention and detection performance, customer experience, operational efficiency, and employee engagement.
The postholder will drive strategic and operational improvements in fraud processes, enhance detection capabilities, and balance risk management with customer service excellence.
Key Responsibilities
Operational Leadership & Management
- Lead the daily operations of the fraud contact centre, ensuring call handling, case management, and service levels meet defined KPIs and SLAs.
- Monitor and manage fraud case workflows, ensuring timely investigations and resolutions.
- Develop, maintain, and deliver effective fraud contact strategies aligned to business goals.
- Oversee workforce planning, scheduling, and resource allocation to meet fluctuating call volumes and fraud alerts.
Fraud Detection & Risk Management
- Ensure all fraud enquiries (e.g., payment card fraud, account takeovers, scams, identity theft, cyber-enabled fraud) are handled in line with policy and escalation procedures.
- Support the identification, assessment, and mitigation of fraud risks, working with Fraud Strategy, Risk, and Compliance teams.
- Proactively monitor emerging fraud trends, ensuring appropriate operational responses.
- Drive improvements in fraud detection, loss reduction, and false-positive minimisation.
People Leadership
- Lead, motivate, and inspire a team of contact centre agents, team leaders, and fraud specialists.
- Set clear objectives, manage performance, and foster a high-performance culture.
- Provide ongoing coaching, training, and career development opportunities.
- Promote a positive working environment that values teamwork, customer focus, and continuous improvement.
Governance, Compliance & Reporting
- Ensure all activities comply with regulatory obligations (FCA, PRA, PSD2, GDPR, AML regulations, etc.) and internal fraud policies.
- Maintain accurate case documentation, audit trails, and MI reporting.
- Produce and present regular management information, highlighting fraud trends, team performance, and operational challenges.
- Act as the point of escalation for high-risk or complex fraud cases.
Continuous Improvement & Innovation
- Champion process improvements, automation, and adoption of new technologies to enhance fraud prevention and investigation.
- Collaborate with IT, Analytics, and Risk teams to improve system capability and reporting tools.
- Gather and act on customer and employee feedback to improve service delivery.
- Support strategic initiatives and change programmes within the wider Fraud & Financial Crime function.
Key Performance Indicators (KPIs)
- Contact centre SLA adherence (average speed of answer, abandon rate, call handling time).
- Fraud case resolution time and quality.
- Fraud loss prevention and recovery rates.
- Accuracy of fraud detection vs. false positives.
- Employee engagement and attrition rates.
- Regulatory compliance (audit findings, breaches, incidents).
- Customer satisfaction (CSAT, NPS, complaint levels).
Leadership & Management
- Strong leadership, coaching, and people development skills.
- Ability to manage and motivate teams in a fast-paced environment.
Fraud & Risk Knowledge
- Strong understanding of fraud typologies across banking, payments, and digital channels.
- Knowledge of fraud detection tools and systems (e.g., Falcon, Actimize, SAS, internal fraud monitoring platforms).
- Understanding of relevant regulatory frameworks (AML, FCA, GDPR, PSD2).
Operational Excellence
- Proven experience in contact centre management, including workforce planning and service delivery.
- Strong analytical and decision-making skills.
- Excellent organisational skills with the ability to prioritise competing demands.
Communication & Stakeholder Management
- Strong verbal and written communication skills, with the ability to present complex data clearly.
- Ability to build relationships across multiple functions (Operations, Risk, Compliance, IT, Customer Services)
Customer Focus
- Dedicated to balancing fraud risk management with a positive customer experience.
- Strong problem-solving mindset with empathy for customers impacted by fraud.
Experience & Qualifications
- Significant experience managing contact centre operations, preferably within a fraud or financial crime environment.
- Background in banking, financial services, fintech, payments, or telecommunications (preferred).
- Experience with fraud monitoring, detection, and case management systems.
- Proven track record of delivering operational improvements and managing large teams.
- Professional qualifications in fraud prevention, financial crime, or risk management (e.g., ACAMS, ICA, CIFAS certifications) desirable.
Minimum Skills – For Non-Agent JDs
- Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy
#LI-CW1
Fraud/Complaints Contact Center Manager employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud/Complaints Contact Center Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Fraud/Complaints Contact Center Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to fraud management and customer complaints. This will help you tailor your answers and show that you're genuinely interested in the role and the company.
✨Tip Number 3
Practice your interview skills with a friend or in front of a mirror. Focus on articulating your experience in managing large teams and improving complaint resolution efficiency. Confidence is key, so make sure you can communicate your achievements clearly!
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who take the initiative. Plus, it gives you a chance to showcase your understanding of our operations and how you can contribute to enhancing customer experience and fraud controls.
We think you need these skills to ace Fraud/Complaints Contact Center Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Fraud/Complaints Contact Center Manager role. Highlight your experience in complaint management and fraud prevention, and don’t forget to showcase your leadership skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've improved processes or resolved complaints in the past. We love seeing your personality come through!
Showcase Relevant Experience: When filling out your application, make sure to emphasise your experience managing large teams and operations. Mention any relevant certifications like Lean Six Sigma if you have them. We’re looking for someone who can hit the ground running!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at StudySmarter!
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
As a Fraud/Complaints Contact Center Manager, you'll need to be on top of your financial metrics and KPIs. Before the interview, brush up on relevant figures from your past roles, like P&L management and complaint resolution rates. Being able to discuss these numbers confidently will show that you understand the operational side of the role.
✨Showcase Your Leadership Style
This position requires strong leadership skills, so think about how you can demonstrate your management style. Prepare examples of how you've motivated teams, handled conflicts, or implemented process improvements in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Understand the Regulatory Landscape
Since this role involves managing complaints in a regulated environment, it's crucial to be familiar with relevant regulations and compliance standards. Research the specific regulations that apply to the financial services sector and be ready to discuss how you've navigated these in your past experiences.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about potential challenges you might face in this role, such as handling a surge in complaints or identifying fraud threats, and prepare structured responses that highlight your analytical and strategic thinking.