Fraud Team Leader – Investigations

A day in the life:

Monitor team performance - review daily KPIs with your specialists and check in throughout the day to offer support.

Use performance data and management information, at both customer and agent level, to spot trends, target coaching, and reallocate work as demand changes.

Review and decide the outcome of complex investigations, giving clear rationale and escalating where needed to the Senior Fraud Manager.

Be the point of contact for the fraud team - support new joiners when they start, allocate and oversee their training with a Senior Fraud Specialist or competent colleague, and monitor sign-off.

Hold regular team meetings and one-to-one sessions with your Fraud Specialists, giving timely, fair and constructive feedback.

Support our workforce management team on agent schedules and work closely with the wider Fraud Operations Team Leaders to manage peak weeks.

Take escalated calls to offer further support and advice to our customers.

Receive and respond to feedback from other operational areas, such as QC results, complaints, and customer service.

Make sure investigations align with internal policies, regulatory requirements and industry best practice - monitor controls, fix issues, and prevent them recurring.

Stay informed on emerging scam and fraud trends across the industry, and look for ways to, improve processes and embed better ways of working - including practical, safe uses of AI in the team.

Represent fraud in internal and external meetings where the Senior Fraud Manager cannot attend or needs extra support.

Support the wider Senior Fraud Ops leadership team on additional tasks and project work and assist the Senior Fraud Manager with anything further support they need.

About you:

Proven leadership experience within fraud operations, ideally in a fintech or digital bank in a similar role.

Strong working knowledge of fraud typologies.

Hand’s on experience in handling fraud investigations, particularly across multiple products.

Experience responding to fraud risk events as and when they arise.

An up-to-date understanding of fraud and AML laws and the PSR regulations, and how these apply to day-to-day processes.

Ability to present and communicate complex cases to and audience outside of fraud operations.

Confident using performance data and MI to understand performance, make decisions and target coaching.

Strong communication and interpersonal skills - able to influence, support and challenge where needed.

The ability to make high-risk decisions and clearly evidence the reasons behind them.

A continuous improvement mindset - open to change and keen to find better, simpler ways of working.

Adaptable in a fast-paced, fast-changing environment.

A team player who acts with integrity and treats our customers and colleagues with respect.

Bonus points for

Familiarity with machine learning-driven fraud detection systems, such as LexisNexis.

Experience using AI in fraud processes, and the confidence to adapt as it evolves.

Experience with intelligence-sharing networks or industry working groups.

Previous experience with supporting and liaising with police/making referrals to report fraud where required.