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Fraud/Complaints Contact Center Manager

December 19, 2025

Job Title: Fraud/Complaints Contact Center Manager (CCM) (Senior Operations Manager)Department: OperationsManagement Responsibility for: Assistant Contact Centre Managers (ACCM)Reports to: VP / Director of DeliveryLocation: Site-Based or Working at HomeSalary: £65,000Contract Type: TBCGrade: TBCThe Fraud Contact Centre Manager will lead and manage the operations of the Fraud Contact Centre, ensuring that all customer interactions relating to actual or suspected fraudulent activity are handled effectively, professionally, and in line with regulatory standards. The role is accountable for fraud prevention and detection performance, customer experience, operational efficiency, and employee engagement.The postholder will drive strategic and operational improvements in fraud processes, enhance detection capabilities, and balance risk management with customer service excellence.Key Responsibilities Operational Leadership & Management<ul><li>Lead the daily operations of the fraud contact centre, ensuring call handling, case management, and service levels meet defined KPIs and SLAs.</li><li>Monitor and manage fraud case workflows, ensuring timely investigations and resolutions.</li><li>Develop, maintain, and deliver effective fraud contact strategies aligned to business goals.</li><li>Oversee workforce planning, scheduling, and resource allocation to meet fluctuating call volumes and fraud alerts.</li></ul>Fraud Detection & Risk Management<ul><li>Ensure all fraud enquiries (e.g., payment card fraud, account takeovers, scams, identity theft, cyber-enabled fraud) are handled in line with policy and escalation procedures.</li><li>Support the identification, assessment, and mitigation of fraud risks, working with Fraud Strategy, Risk, and Compliance teams.</li><li>Proactively monitor emerging fraud trends, ensuring appropriate operational responses.</li><li>Drive improvements in fraud detection, loss reduction, and false-positive minimisation. </li></ul>People Leadership<ul><li>Lead, motivate, and inspire a team of contact centre agents, team leaders, and fraud specialists.</li><li>Set clear objectives, manage performance, and foster a high-performance culture.</li><li>Provide ongoing coaching, training, and career development opportunities.</li><li>Promote a positive working environment that values teamwork, customer focus, and continuous improvement.</li></ul>Governance, Compliance & Reporting<ul><li>Ensure all activities comply with regulatory obligations (FCA, PRA, PSD2, GDPR, AML regulations, etc.) and internal fraud policies.</li><li>Maintain accurate case documentation, audit trails, and MI reporting.</li><li>Produce and present regular management information, highlighting fraud trends, team performance, and operational challenges.</li><li>Act as the point of escalation for high-risk or complex fraud cases.</li></ul> Continuous Improvement & Innovation<ul><li>Champion process improvements, automation, and adoption of new technologies to enhance fraud prevention and investigation.</li><li>Collaborate with IT, Analytics, and Risk teams to improve system capability and reporting tools.</li><li>Gather and act on customer and employee feedback to improve service delivery.</li><li>Support strategic initiatives and change programmes within the wider Fraud & Financial Crime function. </li></ul> Key Performance Indicators (KPIs)<ul><li>Contact centre SLA adherence (average speed of answer, abandon rate, call handling time).</li><li>Fraud case resolution time and quality.</li><li>Fraud loss prevention and recovery rates.</li><li>Accuracy of fraud detection vs. false positives.</li><li>Employee engagement and attrition rates.</li><li>Regulatory compliance (audit findings, breaches, incidents).</li><li>Customer satisfaction (CSAT, NPS, complaint levels).</li></ul>Leadership & Management<ul><li>Strong leadership, coaching, and people development skills.</li><li>Ability to manage and motivate teams in a fast-paced environment.</li></ul>Fraud & Risk Knowledge<ul><li>Strong understanding of fraud typologies across banking, payments, and digital channels.</li><li>Knowledge of fraud detection tools and systems (e.g., Falcon, Actimize, SAS, internal fraud monitoring platforms).</li><li>Understanding of relevant regulatory frameworks (AML, FCA, GDPR, PSD2).</li></ul>Operational Excellence<ul><li>Proven experience in contact centre management, including workforce planning and service delivery.</li><li>Strong analytical and decision-making skills.</li><li>Excellent organisational skills with the ability to prioritise competing demands.</li></ul>Communication & Stakeholder Management<ul><li>Strong verbal and written communication skills, with the ability to present complex data clearly.</li><li>Ability to build relationships across multiple functions (Operations, Risk, Compliance, IT, Customer Services)</li></ul> Customer Focus<ul><li>Dedicated to balancing fraud risk management with a positive customer experience.</li><li>Strong problem-solving mindset with empathy for customers impacted by fraud.</li></ul>Experience & Qualifications<ul><li>Significant experience managing contact centre operations, preferably within a fraud or financial crime environment.</li><li>Background in banking, financial services, fintech, payments, or telecommunications (preferred).</li><li>Experience with fraud monitoring, detection, and case management systems.</li><li>Proven track record of delivering operational improvements and managing large teams.</li><li>Professional qualifications in fraud prevention, financial crime, or risk management (e.g., ACAMS, ICA, CIFAS certifications) desirable.</li></ul>Minimum Skills - For Non-Agent JDs <ul><li>Process Excellence • Collaboration • Communication • Emotional Intelligence • Open-Mindedness • Critical Thinking • Solution Orientation • Entrepreneurship • AI Proficiency • Data Literacy</li></ul>#LI-CW1

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...