Fraud Manager

South Western News UK; Southampton; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading transportation company in Southampton is seeking a Fraud Manager to oversee fraud investigations and manage a team of Fraud Investigators. The ideal candidate will have significant experience in the rail industry and detailed knowledge of fraud legislation. You will ensure timely and effective case management while maintaining stakeholder relationships. This role offers a competitive salary and several benefits including free travel on services.

Benefits

Free duty and leisure travel

75% discount on other train companies

Excellent pension scheme

Full training and support

Qualifications

• Significant experience in the rail industry with knowledge of relevant procedures and legislation.
• Working knowledge of fraud investigations/case management.
• Good report writing and presentation skills.

Responsibilities

• Act as subject matter expert on fraud.
• Lead the Fraud team and ensure effective case management.
• Manage relationships with stakeholders and communicate findings.

Skills

Legal expertise in railway fraud

Fraud investigations

Team leadership

Communication skills

Education

Degree or equivalent

Job description

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

About the job

Reporting to the Senior Revenue Protection Manager, you will act as a subject matter expert on Fraud. You will manage a team of Fraud Investigators and Analysts, working with them to ensure that SWR are receiving the best possible outcomes from fraud cases both financially and reputationally. Youi will ensure that our colleagues are supported in their work environment and ensure that our colleagues' welfare is considered to ensure an appropriate work-life balance. As Fraud Manager, you will ensure that a team mentality is adhered to through meaningful leadership and communication. Youwill work closely with the Revenue Protection Operations Manager and local Station Managers to drive improvements in our case success and share success and best practice to increase engagement with frontline teams.

Your main responsibilities will be:

Legal expertise and compliance

• Act as a subject matter expert and professional in all matters associated to fraud on the SWR network
• Be seen as an expert in all matters regarding railway fraud and byelaw offences
• Principle accountability for all decision making regarding fraud case decisions
• Apply a common-sense approach to cases balancing revenue generation with SWR reputation
• Advise the Senior Revenue Protection Manager and Revenue Protection Operations Manager on legal matters that would influence the strategy/operations being organised on the SWR network
• Keep up to date with legislation and industry knowledge that impacts on the how Fraud and Fare evasion is managed on the SWR network and that any changes to policy and procedure are appropriately briefed and implemented.

Lead, manage and develop team

• Lead the Fraud team to ensure all necessary information (MG11's, Penalty fares, unpaid fares notices and section 9 witness statements are collated/stored and recorded/stored in line with GDPR and enables a smooth running and inclusive environment.
• Ensure customer queries are replied to in a timely, sensitive manner to maintain the reputation of SWR
• Lead the Fraud Investigators and Analysts to have appropriate objectives in line with the Revenue Protection Strategy and Business Plan
• Lead and develop the Fraud Investigators to ensure they apply effective case management in line with legislative guidelines and Revenue Protection Strategy.
• Ensure fraud cases are updated in a timely manner and resulted appropriately to ensure strategic measurable success.
• Ensure all payments are taken and accounted for appropriately and in line with the SWR cash regulations

Stakeholder Management

• Share success cases (where possible) with Revenue Protection Managers in a way that they can share information with relevant colleagues to improve engagement and recognise efforts of those involved
• Have an effective communication method to ensure lessons are learnt from when we are unsuccessful and feedback to those involved, particularly with Revenue Protection Operations Manager and Revenue Protection Managers
• Be able to present to others in the business an update on the Fraud Team and how they are delivering against targets

Revenue Generation

• Works within agreed budgets for Fraud manager
• Works towards targets of increasing revenue generation through successful case management
• Generate revenue for the business from successful prosecutions on targets set each year.
• Report on a meaningful KPI of costs and fares recovered.
• Work towards out of court settlements resolved in first instance is at 36% PA to ensure early payments back to SWR instead of slow payment plans through court/debt recovery.

You'll need:

• Significant experience in the rail industry with specialist knowledge in relevant procedures and legislation as indicated
  • The Regulation of Railways Act 1889 and Railway Bye-laws
  • Penalty Fares Legislation
  • PACE 1984
  • National Rail Conditions of Travel
• A working knowledge of fraud investigations/case management
• Degree or equivalent level of education
• Good level of report writing, written and verbal communications and presentation skills

About the location

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and providesan excellent link between London, Coastal areas and the Isle of Wight.

Working pattern

You will work an average of 37 hours across 5 days, typically, office hours, Monday - Friday.

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Large range of exclusive retail offers
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additionalsupport to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/