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Senior Manager – Fraud Risk & Operations
PwCSenior Manager in Fraud Risk & Operations team supporting clients in optimizing fraud operations. Focused on operational effectiveness and fraud transformation initiatives across the fraud lifecycle.
About the role
Key responsibilities & impact- support clients in designing, optimising, and transforming their fraud operations across the end‑to‑end fraud lifecycle
- lead reviews of fraud operations functions, including prevention, detection, investigations, recoveries, and customer remediation
- assess fraud case handling quality, decisioning frameworks, escalation protocols, and governance controls
- design and implement target operating models (TOMs) for fraud teams, including structure, capability, capacity, and location strategy
- improve operational performance through KPI design, MI dashboards, productivity analysis, and workforce planning
- enhance quality assurance (QA) frameworks to ensure consistency, regulatory compliance, and good customer outcomes
- support fraud transformation programmes, including process redesign, automation, workflow tooling, and technology enablement
- identify root causes of operational breakdowns, backlogs, leakage, or customer harm and develop remediation plans
- advise on outsourcing, co‑sourcing, or managed service models for fraud operations
- produce high‑quality reports and presentations for senior stakeholders, including Boards and Risk Committees
- contribute to business development, proposals, and market‑facing thought leadership in fraud operations transformation
- coach and develop junior team members and help build the firm’s fraud operations capability
Requirements
What you’ll need- strong experience within fraud operations, financial crime operations, or fraud investigation functions
- demonstrable experience reviewing or leading operational fraud teams
- knowledge of fraud case management processes, QA frameworks, KPIs, SLAs, and regulatory expectations
- experience delivering operational improvement, remediation, or transformation programmes
- strong stakeholder management skills, with experience engaging operational leaders and risk functions
- ability to analyse operational data and translate insights into practical improvements
- strong written and verbal communication skills
- experience in banking, payments, fintech, insurance, or other regulated sectors
- exposure to APP fraud, scams, card fraud, claims fraud, insider fraud, or customer remediation programmes
- experience with workflow tools, fraud systems, automation, or AI‑enabled case triage solutions
- familiar with regulatory reviews or Skilled Person engagements relating to fraud operations
Benefits
Comp & perks- empowered flexibility and a working week split between office, home and client site
- private medical cover and 24/7 access to a qualified virtual GP
- six volunteering days a year and much more
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Fraud InvestigationOperational Performance AnalysisKPI DesignQuality Assurance FrameworksRegulatory ComplianceFraud Prevention and DetectionRemediation PlanningData AnalysisProcess RedesignDecisioning Frameworks
Soft Skills
Strong Communication SkillsCoaching and DevelopmentStakeholder Engagement