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Fraud Operations ManagerJD Group • Bury
Fraud Operations Manager

Fraud Operations Manager

JD Group • Bury
27 days ago
Job type
  • Full-time
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
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Fraud Operations Manager • Bury

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