support clients in designing, optimising, and transforming their fraud operations across the end‑to‑end fraud lifecycle
lead reviews of fraud operations functions, including prevention, detection, investigations, recoveries, and customer remediation
assess fraud case handling quality, decisioning frameworks, escalation protocols, and governance controls
design and implement target operating models (TOMs) for fraud teams, including structure, capability, capacity, and location strategy
improve operational performance through KPI design, MI dashboards, productivity analysis, and workforce planning
enhance quality assurance (QA) frameworks to ensure consistency, regulatory compliance, and good customer outcomes
support fraud transformation programmes, including process redesign, automation, workflow tooling, and technology enablement
identify root causes of operational breakdowns, backlogs, leakage, or customer harm and develop remediation plans
advise on outsourcing, co‑sourcing, or managed service models for fraud operations
produce high‑quality reports and presentations for senior stakeholders, including Boards and Risk Committees
contribute to business development, proposals, and market‑facing thought leadership in fraud operations transformation
coach and develop junior team members and help build the firm’s fraud operations capability

strong experience within fraud operations, financial crime operations, or fraud investigation functions
demonstrable experience reviewing or leading operational fraud teams
knowledge of fraud case management processes, QA frameworks, KPIs, SLAs, and regulatory expectations
experience delivering operational improvement, remediation, or transformation programmes
strong stakeholder management skills, with experience engaging operational leaders and risk functions
ability to analyse operational data and translate insights into practical improvements
strong written and verbal communication skills
experience in banking, payments, fintech, insurance, or other regulated sectors
exposure to APP fraud, scams, card fraud, claims fraud, insider fraud, or customer remediation programmes
experience with workflow tools, fraud systems, automation, or AI‑enabled case triage solutions
familiar with regulatory reviews or Skilled Person engagements relating to fraud operations

empowered flexibility and a working week split between office, home and client site
private medical cover and 24/7 access to a qualified virtual GP
six volunteering days a year and much more

Senior Manager – Fraud Risk & Operations

Key skills