Fraud Operational Support Manager

Role Overview

• Oversee fraud monitoring processes across transactions product operations
• Ensure timely investigation and resolution of fraud cases
• Prioritisation of fraud cases based on risk, value and customer impact
• Lead, coach and develop fraud analysts
• Set performance targets (SLAs, accuracy, productivity, quality measures)
• Manage staffing and capacity planning
• Identify skill gaps and deliver training on fraud typologies, tools and procedures
• Design and optimise end to end fraud operations workflows
• Drive efficiency, automation and standardisation across processes
• Track and report kay fraud and operational metrics

Requirements

• Proven experience in fraud operations
• Strong people leadership and performance management experience
• Strong analytical, problem-solving and decision-making skills
• Strong attention to detail and accuracy in data entry and reporting
• Proficiency in Salesforce and related CRM tools
• Ability to work with sensitive information and maintain confidentiality
• Strong collaboration and stakeholder communication skills
• Previous experience in customer support or operations (preferred)
• Familiarity with fraud processes and financial adjustments (advantageous)
• Competent in MS Excel and reporting tools.

Benefits

• Equal opportunity employer
• Focus on evolving high performing culture