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Fraud & Audit Manager

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Job ID:

55368

Location:

Sheffield 

Salary:

£35,000.00 per year
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Job Views:

10

Posted:

03/01/2019
col-wide 

Job Description:

Fraud and Audit Manager

Sheffield Contact Centre

£35000

Your role

As fraud and audit manager, you will oversee fraud and auditing activities in the centre. This is with a view to minimising the fraud risk through processes and analysis. You will work with our teams, using your in-depth knowledge of fraud and financial crime to provide insights and promote improvement in our centre's risk and control environment. You will oversee large, complex audits to high standards, in line with regulatory and legal requirements from the Prudential Regulatory Authority (PRA) and the Financial Conduct Authority (FCA) in relation to Fraud and Financial Crime Risk.

Whilst the primary focus is on the detection of customer fraud, you will also ensure the risk of internal (staff) fraud is minimised. This will be done by ensuring controls over payments from bank accounts are effective and reviewed to ensure their integrity on a regular basis, and the controls over locally entered paper claims are strong.

You will be a member of the customer support centre's management team. You will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, quality assurance and fraud analysis.

Responsibilities

  • Performing manual checks on transactions, order data analysis and general fraud levels
  • Approving orders, rejects, refunds and identified fraudulent attempts
  • Recording all instances of fraud in the appropriate location with speed and accuracy
  • Reporting all instances of fraud to the relevant bodies
  • Supporting payment queries and issues
  • Enabling advisors to make effective decisions by advising on issues they identify
  • Applying techniques such as open source and direct interactions to identify potential issues
  • Using data to support the identification of customers that may be of concern
  • Ensuring data security policies are complied with at all times by all team members
  • Preparing and presenting reports on fraudulent activity and audit findings
  • Liaising with supervisors and advisors to ensure audit findings and productively applied
  • Working with external liaison managers to limit exposure to the Railway Ombudsman
  • Maintaining up-to-date knowledge of fraud developments and involvement in networks

Person specification

  • Innovative, taking an interest in developing our audit methodology
  • Passion and drive for providing value and insight
  • Committed to keeping abreast of regulatory and industry changes
  • Collaborative and accountable behaviours and values
  • Credibility to contribute at the management team level
  • Ability to constructively feed back to colleagues at all levels in the centre
  • Drive to achieve personal, local and departmental objectives
  • Confidence with strong commercial sense

· Capacity to operate in an agile, changing environment

  • Sets the standard with an excellent communication

Knowledge and skills

  • Proven track record in leading and delivering complex pieces of work assessing fraud and financial crime key risks and controls and to high-quality standards
  • Experience working in a call centre / contact centre environment
  • Expert understanding of regulatory issues, such as the personal, and departmental GDPR responsibilities
  • Detailed practical knowledge gained by working in fraud and auditing environments
  • Strong theoretical foundation gained through experience and/or relevant professional qualifications such as ACCA, ACA, CFE, MIIA, AML
  • A strong understanding of relevant laws and regulations (e.g. Prudential Regulatory Authority (PRA), Financial Conduct Authority (FCA), the UK Bribery Act and GDPR
  • The ability to apply and share relevant knowledge effectively within role
  • Strong communicator with outward confidence
  • Motivating and coaching colleagues to attain high standards
  • Awareness to identify and address customer issues before they grow into significant reputational threats
  • Expert in communicating to a high standard across all forms of media

· Good Microsoft Office skills

  • Understanding of Customer Relationship Management systems
  • Good knowledge of all areas of general management, including but not limited to: budgeting, business planning, supplier management, employment law, performance management and staff morale

Location

Based within Sheffield, close to the city centre and ten minutes' walk from Sheffield Station.

Working pattern

Shift pattern to cover from 06:00-22:00, seven days per week.

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Contact Careers

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Fraud & Audit Manager

col-narrow-left 

Job ID:

55368

Location:

Sheffield 

Salary:

£35,000.00 per year
col-narrow-right 

Job Views:

10

Posted:

03/01/2019
col-wide 

Job Description:

Fraud and Audit Manager

Sheffield Contact Centre

£35000

Your role

As fraud and audit manager, you will oversee fraud and auditing activities in the centre. This is with a view to minimising the fraud risk through processes and analysis. You will work with our teams, using your in-depth knowledge of fraud and financial crime to provide insights and promote improvement in our centre's risk and control environment. You will oversee large, complex audits to high standards, in line with regulatory and legal requirements from the Prudential Regulatory Authority (PRA) and the Financial Conduct Authority (FCA) in relation to Fraud and Financial Crime Risk.

Whilst the primary focus is on the detection of customer fraud, you will also ensure the risk of internal (staff) fraud is minimised. This will be done by ensuring controls over payments from bank accounts are effective and reviewed to ensure their integrity on a regular basis, and the controls over locally entered paper claims are strong.

You will be a member of the customer support centre's management team. You will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, quality assurance and fraud analysis.

Responsibilities

  • Performing manual checks on transactions, order data analysis and general fraud levels
  • Approving orders, rejects, refunds and identified fraudulent attempts
  • Recording all instances of fraud in the appropriate location with speed and accuracy
  • Reporting all instances of fraud to the relevant bodies
  • Supporting payment queries and issues
  • Enabling advisors to make effective decisions by advising on issues they identify
  • Applying techniques such as open source and direct interactions to identify potential issues
  • Using data to support the identification of customers that may be of concern
  • Ensuring data security policies are complied with at all times by all team members
  • Preparing and presenting reports on fraudulent activity and audit findings
  • Liaising with supervisors and advisors to ensure audit findings and productively applied
  • Working with external liaison managers to limit exposure to the Railway Ombudsman
  • Maintaining up-to-date knowledge of fraud developments and involvement in networks

Person specification

  • Innovative, taking an interest in developing our audit methodology
  • Passion and drive for providing value and insight
  • Committed to keeping abreast of regulatory and industry changes
  • Collaborative and accountable behaviours and values
  • Credibility to contribute at the management team level
  • Ability to constructively feed back to colleagues at all levels in the centre
  • Drive to achieve personal, local and departmental objectives
  • Confidence with strong commercial sense

· Capacity to operate in an agile, changing environment

  • Sets the standard with an excellent communication

Knowledge and skills

  • Proven track record in leading and delivering complex pieces of work assessing fraud and financial crime key risks and controls and to high-quality standards
  • Experience working in a call centre / contact centre environment
  • Expert understanding of regulatory issues, such as the personal, and departmental GDPR responsibilities
  • Detailed practical knowledge gained by working in fraud and auditing environments
  • Strong theoretical foundation gained through experience and/or relevant professional qualifications such as ACCA, ACA, CFE, MIIA, AML
  • A strong understanding of relevant laws and regulations (e.g. Prudential Regulatory Authority (PRA), Financial Conduct Authority (FCA), the UK Bribery Act and GDPR
  • The ability to apply and share relevant knowledge effectively within role
  • Strong communicator with outward confidence
  • Motivating and coaching colleagues to attain high standards
  • Awareness to identify and address customer issues before they grow into significant reputational threats
  • Expert in communicating to a high standard across all forms of media

· Good Microsoft Office skills

  • Understanding of Customer Relationship Management systems
  • Good knowledge of all areas of general management, including but not limited to: budgeting, business planning, supplier management, employment law, performance management and staff morale

Location

Based within Sheffield, close to the city centre and ten minutes' walk from Sheffield Station.

Working pattern

Shift pattern to cover from 06:00-22:00, seven days per week.