Job Description

Overview
Job Title: Fraud/Complaints Contact Center Manager (CCM) (Senior Operations Manager)
Department: Operations
Management Responsibility for: Assistant Contact Centre Managers (ACCM)
Reports to: VP / Director of Delivery
Location: Site-Based or Working at Home
Salary: 65,000
Contract Type: TBC
Grade: TBC
The Fraud Contact Centre Manager will lead and manage the operations of the Fraud Contact Centre, ensuring that all customer interactions relating to actual or suspected fraudulent activity are handled effectively, professionally, and in line with regulatory standards. The role is accountable for fraud prevention and detection performance, customer experience, operational efficiency, and employee engagement.
The postholder will drive strategic and operational improvements in fraud processes, enhance detection capabilities, and balance risk management with customer service excellence.
Key Responsibilities
Operational Leadership & Management

• Lead the daily operations of the fraud contact centre, ensuring call handling, case management, and service levels meet defined KPIs and SLAs.
• Monitor and manage fraud case workflows, ensuring timely investigations and resolutions.
• Develop, maintain, and deliver effective fraud contact strategies aligned to business goals.
• Oversee workforce planning, scheduling, and resource allocation to meet fluctuating call volumes and fraud alerts.

Fraud Detection & Risk Management

• Ensure all fraud enquiries (e.g., payment card fraud, account takeovers, scams, identity theft, cyber-enabled fraud) are handled in line with policy and escalation procedures.
• Support the identification, assessment, and mitigation of fraud risks, working with Fraud Strategy, Risk, and Compliance teams.
• Proactively monitor emerging fraud trends, ensuring appropriate operational responses.
• Drive improvements in fraud detection, loss reduction, and false-positive minimisation.

People Leadership

• Lead, motivate, and inspire a team of contact centre agents, team leaders, and fraud specialists.
• Set clear objectives, manage performance, and foster a high-performance culture.
• Provide ongoing coaching, training, and career development opportunities.
• Promote a positive working environment that values teamwork, customer focus, and continuous improvement.

Governance, Compliance & Reporting

• Ensure all activities comply with regulatory obligations (FCA, PRA, PSD2, GDPR, AML regulations, etc.) and internal fraud policies.
• Maintain accurate case documentation, audit trails, and MI reporting.
• Produce and present regular management information, highlighting fraud trends, team performance, and operational challenges.
• Act as the point of escalation for high-risk or complex fraud cases.

Continuous Improvement & Innovation

• Champion process improvements, automation, and adoption of new technologies to enhance fraud prevention and investigation.
• Collaborate with IT, Analytics, and Risk teams to improve system capability and reporting tools.
• Gather and act on customer and employee feedback to improve service delivery.
• Support strategic initiatives and change programmes within the wider Fraud & Financial Crime function.

Key Performance Indicators (KPIs)

• Contact centre SLA adherence (average speed of answer, abandon rate, call handling time).
• Fraud case resolution time and quality.
• Fraud loss prevention and recovery rates.
• Accuracy of fraud detection vs. false positives.
• Employee engagement and attrition rates.
• Regulatory compliance (audit findings, breaches, incidents).
• Customer satisfaction (CSAT, NPS, complaint levels).

Leadership & Management

• Strong leadership, coaching, and people development skills.
• Ability to manage and motivate teams in a fast-paced environment.

Fraud & Risk Knowledge

• Strong understanding of fraud typologies across banking, payments, and digital channels.
• Knowledge of fraud detection tools and systems (e.g., Falcon, Actimize, SAS, internal fraud monitoring platforms).
• Understanding of relevant regulatory frameworks (AML, FCA, GDPR, PSD2).

Operational Excellence

• Proven experience in contact centre management, including workforce planning and service delivery.
• Strong analytical and decision-making skills.
• Excellent organisational skills with the ability to prioritise competing demands.

Communication & Stakeholder Management

• Strong verbal and written communication skills, with the ability to present complex data clearly.
• Ability to build relationships across multiple functions (Operations, Risk, Compliance, IT, Customer Services)

Customer Focus

• Dedicated to balancing fraud risk management with a positive customer experience.
• Strong problem-solving mindset with empathy for customers impacted by fraud.

Experience & Qualifications

• Significant experience managing contact centre operations, preferably within a fraud or financial crime environment.
• Background in banking, financial services, fintech, payments, or telecommunications (preferred).
• Experience with fraud monitoring, detection, and case management systems.
• Proven track record of delivering operational improvements and managing large teams.
• Professional qualifications in fraud prevention, financial crime, or risk management (e.g., ACAMS, ICA, CIFAS certifications) desirable.

Minimum Skills - For Non-Agent JDs

• Process Excellence

• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

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Skills Required