Fraud Operations Manager

Location: Hanger Lane

Hours of Work: Please see job specfication

Contract Type: Permanent

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Fraud Operations Manager

Our people make all the difference.

WE’RE GOING PLACES…

With more than 60 years of history in the bag, ours is a brand with an impressive heritage. Style is well and truly in our blood. As well as UK and Ireland, we are represented globally through our stores in Western Europe, Eastern Europe, Middle East and Asia. Our E-commerce business is helping to set the trend globally, shipping to 125 countries whilst also growing our presence on the world’s leading digital fashion marketplaces.

Our people make all the difference. Just as the River Island name pulls customers in off the high street and inspires them to buy online, our employer brand turns the heads of talented people, inspiring them to join, stay and grow with us.

WHAT YOU DO MATTERS…

We have an exciting opportunity in our multi-channel Fraud and Payments team for an experienced people manager with a strong background in online fraud prevention.

If you are an ambitious and driven individual with the right talent and experience, this could be the role for you!

Reporting into the Global Fraud and Payments Manager, the Fraud Operations Manager will be responsible for managing a team of Fraud Analysts and Administrators and ensuring the effective day to day management and delivery of a 7-day operation.

In addition to effectively managing any fraud risk, the role will focus on ensuring the team is continuously delivering value and positive impact to the Business and our Customers.

Key Accountabilities

  • Identify and manage fraud risk while ensuring commercial opportunities are maximised
  • Effective team performance management and talent development
  • Provide a 1st class service to the Business and our Customers, ensuring all SLAs are met
  • Promote and maintain strong communication and engagement with key stakeholders

Key Responsibilities

Fraud Management

  • Optimisation of fraud rules, tools and techniques to minimise fraud and identify opportunities to increase Customer conversion and sales
  • Implement effective solutions and on-going process improvements to ensure the timely detection and analysis of fraudulent activity
  • Ensure key KPIs and projects/ initiatives are measured and reported on
  • Work closely with 3rd party fraud and payment partners to l ensure maximum value through a collaborative approach

People Management

  • Motivate and inspire the team, and drive high standards of performance to maximise each individual’s ability and ensure key KPIs are met
  • Ensure each team member is fully aware of the strategy and understands their role and responsibilities

Communicating and Influencing

  • Drive a high standard of communication and excellent Customer Service at all times
  • Lead and support key projects and initiatives, and effectively communicate strategies across the Team, Department and Business
  • Engage with and influence key internal and external stakeholders, and provide expert advice and training where needed

WE KNOW WHAT WE’RE DOING… and we know exactly what experience we’re looking for!

The ideal candidate should be:

  • An excellent people manager who knows how to manage talent effectively and provide direction, coaching and motivation
  • Experienced in managing online fraud for a Business with a Customer-facing E-Commerce website
  • Able to thrive in a fast-paced environment and think on their feet
  • Able to engage and communicate effectively at all levels, with excellent verbal and written communication skills
  • Able to define, structure and prioritise workload for themselves and others
  • Able to see the ‘whole picture’ and recognise the impact of activities across the Business
  • Able to display a high degree of confidentiality and discretion

The following knowledge and experience is required:

  • Leading an operational support team and ensuring all SLAs are met and KPIs delivered
  • Knowledge of strategies, tools and techniques to identify and manage fraud
  • Strong analytical skills and excellent attention to detail
  • A logical and high-level approach to problem-solving
  • High level of PC literacy, with Intermediate to Advanced Excel skills

N.B. Successful candidates will be vetted

IT NEVER GETS BORING…

If you are ambitious and love working in a busy environment where every day is new, then River Island is the place to be! As a business, we are committed to developing our talent and offer a fantastic training program to help you optimise your performance and support your career progression with the company.

You will be working with industry experts who are passionate about our brand and really know their stuff. They are focused on ensuring they deliver this knowledge to their team to support with their development with the business. What better way to learn and develop your career than alongside someone who has been there and done it themselves!

Our working environment is busy, fast moving and responsive to our customers’ needs, much like our training which is unique to our business and reflective of our fun and refreshing brand and our people within it! Our River Academy offers ongoing training and development by running workshops throughout the year varying from courses focusing on softer skills to the more technical courses you may require to perform your duties.

It’s not all work and no play here either…we all work hard but we also like to have fun too! We are a social bunch and regularly host events ranging from Summer and Christmas parties, bake offs, and lots of charity events!

WE LOOK OUT FOR ONE ANOTHER…and in doing so, we provide great benefits for our employees:

  • 50% Staff Discount
  • Bonus
  • Pension Scheme
  • Healthcare
  • Perks at Work employee benefits
  • On-site staff shop
  • On-site gym membership
  • Ride to work scheme
  • Interest Free Season Ticket Loan
  • Subsidised canteen
  • Free onsite parking
Apply now
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