Fraud Operations Manager

JD Group; Milnrow; Presencial; GBP 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Colleague store discount

JD gyms discount

Salary sacrifice car scheme

Descripción de la vacante

JD Group in the United Kingdom is seeking an experienced Head of Fraud Operations to lead the group-wide fraud prevention, detection, and investigation initiatives across all channels. You will manage a high-performing team, drive KPI delivery, and maintain governance and regulatory compliance while delivering excellent customer outcomes.

You will monitor trends, optimize controls, and report insights to senior stakeholders, collaborating with payment providers and group businesses to strengthen

Formación

• Lead day-to-day fraud operations with KPIs and SLAs.
• Monitor fraud trends, chargeback rates and performance across channels.
• Lead investigations into high-risk and complex fraud cases.
• Produce performance reports and actionable insights for senior stakeholders.
• Ensure compliance with policies, regulatory requirements, and audit standards.
• Adapt controls to mitigate emerging fraud threats.
• Experience with fraud detection systems.
• Strong coaching and development of operational teams.
• Advanced Excel skills.

Responsabilidades

• Own day-to-day fraud operations, ensuring KPIs and service levels are achieved.
• Monitor fraud trends and operational performance.
• Lead high-risk and complex fraud investigations.
• Produce performance reporting and insights for senior stakeholders.
• Ensure compliance with policies and audits.
• Adapt controls to mitigate emerging threats.

Conocimientos

Fraud prevention

Risk management

Leadership

Analytics

Stakeholder mgmt

Herramientas

SQL (Oracle)

Descripción del empleo

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

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
  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.
  Colleague store discount
• JD gyms discount
• Salary sacrifice car scheme