About the Company

We are a technology-driven financial services organisation providing secure and accessible digital payment solutions. Our commitment to customer protection, operational excellence, and financial crime prevention drives our investment in effective fraud detection, investigation, and case management processes.

We are seeking an experienced Fraud Operations Lead to oversee daily fraud operations, strengthen investigation procedures, and lead a team responsible for identifying, assessing, and preventing fraudulent activity across our products and services.

Role Overview

The Fraud Operations Lead will manage fraud case handling, alert investigations, escalation procedures, and operational performance. The successful candidate will work closely with risk, compliance, customer support, and product teams to reduce fraud losses, improve investigation quality, and maintain a positive customer experience.

Key Responsibilities

• Lead daily fraud operations, including alert review, case allocation, investigation, escalation, and resolution.
• Manage and coach fraud analysts, ensuring consistent investigation standards and operational performance.
• Establish procedures for assessing suspicious transactions, account takeovers, identity misuse, and payment fraud.
• Oversee fraud case management workflows, ensuring accurate documentation and timely resolution.
• Monitor fraud trends, loss rates, investigation outcomes, and operational service-level agreements.
• Review complex or high-risk cases and determine appropriate actions, including transaction restrictions and account protection measures.
• Coordinate with compliance and financial crime teams on cases requiring additional review or regulatory escalation.
• Work with customer support to investigate disputed transactions and respond to fraud-related customer concerns.
• Identify process gaps and implement improvements to investigation procedures, escalation rules, and quality assurance.
• Prepare regular reports on fraud exposure, case volumes, recovery outcomes, and team performance.
• Support the development of fraud policies, operational controls, and incident response procedures.
• Ensure that customer data and investigation records are handled securely and in accordance with applicable requirements.

Requirements and Qualifications

• Bachelor’s degree in Finance, Business Administration, Risk Management, Criminology, or a related field; equivalent experience will be considered.
• At least 4 years of experience in fraud operations, financial services risk, payment investigations, or financial crime prevention.
• Previous experience supervising analysts or coordinating a fraud operations team.
• Strong knowledge of payment fraud, account takeover, identity theft, social engineering, and suspicious transaction patterns.
• Experience with fraud case management systems, transaction monitoring platforms, and investigation tools.
• Ability to analyse operational data, identify emerging trends, and translate findings into practical controls.
• Strong decision-making, communication, stakeholder management, and problem-solving skills.
• Familiarity with GDPR, data protection principles, and relevant European financial services requirements.
• Experience working in fintech, digital banking, e-commerce, or payment services is an advantage.
• Relevant certifications in fraud examination, financial crime, or risk management are beneficial.

What We Offer

• Fully remote working arrangements, subject to agreed employment eligibility.
• Competitive salary based on experience and leadership responsibilities.
• Opportunities to influence fraud prevention strategy and operational standards.
• Professional development and relevant training opportunities.
• Collaborative work with risk, compliance, product, and customer operations teams.
• A supportive environment focused on continuous improvement and measurable results.
• Paid annual leave and benefits in accordance with company policy and applicable employment requirements.

Application Instructions

Interested candidates should submit an up-to-date CV highlighting fraud operations experience, team leadership, investigation procedures, and measurable improvements in fraud prevention or case resolution.

Please include examples of operational improvements or fraud risk initiatives you have led, without disclosing confidential customer or employer information.

Applications will be assessed based on leadership capability, fraud investigation expertise, operational judgement, and the ability to improve team performance in a remote environment.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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