Fraud and Payments Manager

Location: Hanger Lane

Hours of Work: Please see job specfication

Contract Type: Permanent

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Fraud and Payments Manager

Our people make all the difference.



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.


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

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

As Fraud & Payments Manager, you 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.

Working closely with the Global Fraud and Payments Manager - who the role reports into - and other key internal/ external partners, you will also play a key part in helping to define and deliver the Fraud and Payments strategy and ensuring the team is continuously delivering value and impact.

Key Accountabilities

  • Effective team performance management and talent development
  • Provide a 1st class service to the Business and our Customers, ensuring all SLAs are met
  • Monitor fraud and payments to ensure commercial opportunities are identified and fraud & risk are managed effectively
  • Promote and maintain strong communication and engagement with key stakeholders

Key Responsibilities

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 Business strategy, and understands their role and responsibilities within this

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 to support the Strategic agenda

Fraud & Payments and Analysis

  • Identify opportunities to increase Customer conversion and sales, through optimising payments and on-going process improvements
  • Implement effective solutions to minimise risk and ensure the relevant processes and measures are in place for the timely detection and analysis of fraudulent activity
  • Ensure key KPIs, projects and initiatives are reported on and develop reporting in line with current risk and opportunities the Business strategic direction
  • Work closely with 3rd party fraud and payment partners to leverage the relationships and ensure maximum value through a collaborative approach

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
  • Dynamic and self-motivated, with a positive, ‘can-do’ attitude
  • Able to thrive in a fast-paced, challenging environment and think on their feet
  • Able to see the ‘whole picture’ and recognise the impact of activities across the Business
  • Able to engage and communicate effectively at all levels, with excellent verbal and written communication skills FOLLOW UP
  • Able to define, structure and prioritise workload for themselves and others, with the flexibility and capability to change when required
  • Able to display a high degree of confidentiality and discretion

The following knowledge and experience is required:

  • Strong people management skills, with the ability to provide direction, coaching and motivation
  • Experience in managing online fraud and knowledge of strategies, tools and techniques to identify and manage fraud
  • Knowledge and understanding of payment processes for card and other payment types, and the ability to analyse and interpret payment data to identify conversion opportunities
  • An understanding of issues relating to card and card not present (CNP) fraud
  • Experience in data analysis, with the ability to analyse large volumes of data and a logical and high level approach to problem-solving
  • Strong analytical skills and excellent attention to detail, with the ability to spot trends and identify unusual patterns of behaviour
  • Intermediate to Advanced Excel skills and a working knowledge of SQL and Business Objects
  • Knowledge of the Payment Card Industry (PCI) Data Security Standard (DSS) regulations  

N.B. Successful candidates will be vetted

Working hours will be 37.5 hours per week, typically Monday – Friday 9am-5.30pm or 10am – 6.30pm but some other shifts and weekend work may be required to support the team. As the role over-sees a team that works shifts and cover a 7-day week operation flexibility will be required.


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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