Fraud Operations Manager

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

______________________

JOB TITLE: Fraud Operations Manager

REPORTING TO: Multi-Channel Group PAP Manager

BASED AT: Kingsway Distribution Centre, Rochdale (Office Based)

HOURS: 8:30am-5pm (Monday-Friday)

Role Overview:

Lead the Group Fraud Operations function, driving fraud prevention, detection, and investigation across all channels. Responsible for protecting the business from fraud-related losses while delivering excellent customer outcomes, maintaining strong governance, and leading a high-performing operational team.

Leadership & People

Lead, coach, and develop a team of Fraud Investigators and Claims Handlers.

Drive a high-performance culture focused on accountability, engagement, and continuous improvement.

Manage performance, employee relations, development plans, and team wellbeing.

Act as a role model for company values and professional standards

Fraud Operations & Risk Management

Own day-to-day fraud operations, ensuring KPIs and service levels are achieved.

Monitor fraud trends, chargeback/dispute rates, and operational performance.

Lead high-risk and complex fraud investigations.

Produce performance reporting and actionable insights for senior stakeholders.

Ensure compliance with policies, regulatory requirements, and audit standards.

Adapt controls and processes to mitigate emerging fraud threats.

Operational Delivery

Oversee the day-to-day Fraud Operations function, ensuring performance targets, service levels, and KPIs are consistently achieved.

Monitor team performance through daily and weekly metrics, implementing actions to address any performance gaps.

Maintain oversight of key fraud KPIs, including chargeback/dispute rates, proactively managing trends and mitigating risk.

Ensure operational resilience through effective resource planning, including holiday approvals, overtime, and peak trading coverage.

Ensure payroll inputs and administrative processes are accurate and delivered on time.

Continuous Improvement & Collaboration

Drive process improvements that reduce loss, improve efficiency, and enhance customer outcomes.

Promote a continuous improvement mindset across the team.

Collaborate with internal stakeholders, payment providers, and group businesses to strengthen fraud controls and investigations

Skills/Experience/Knowledge Needed:

Proven background in Fraud, Risk, E-commerce Fraud, or Loss Prevention.

Experience leading and developing operational teams.

Track record of delivering operational improvements and change initiatives.

Strong analytical and problem-solving capability.

Advanced Microsoft Excel skills.

Experience with fraud detection systems.

SQL knowledge (Oracle or equivalent) desirable.

Proven ability to coach, train, and develop individuals and teams.

Strong communication, stakeholder management, coaching, and influencing skills.

Benefits:

Colleague store discount

JD gyms discount

Salary sacrifice car scheme

We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.

Thank you for your time

#JD