Fraud Operations Manager

JD GROUP; Rochdale; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Colleague store discount

JD gyms discount

Salary sacrifice car scheme

Job summary

JD GROUP seeks a Fraud Operations Manager to lead the Group Fraud Operations function from Kingsway Distribution Centre, Rochdale. This office-based role drives fraud prevention, detection, and investigations across all channels, protecting the business from losses while ensuring excellent customer outcomes.

You will lead Fraud Investigators and Claims Handlers, manage performance, and deliver actionable insights to senior stakeholders, maintaining governance and regulatory compliance.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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

Fraud Risk Management

Team Leadership

Data Analysis

Excel Advanced

Fraud Detection Systems

Stakeholder Management

Tools

SQL (Oracle)

Job description

______________________

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