Collinson is a global leader in shaping and influencing customer behaviours to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Airport Experience, Insurance and Assistance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services that increase engagement, loyalty and value for customers.

We have more than 30 years’ experience, with over 25 global locations, servicing over 800 clients in 170 countries, employing 1+ staff, and managing over 20 million end customers. We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass™ to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Purpose of the job:

The Fraud Operational Support Manager will drive the organisation’s fraud prevention and detection efforts by leading operational teams, strengthening controls, and responding quickly to emerging threats. The role safeguards customers and company assets, reduces financial losses, and ensures a secure, compliant, and trustworthy operating environment.

Key Responsibilities:

Fraud Detection & Case Management

• Oversee fraud monitoring processes across transactions product operations

• Ensure timely investigation and resolution of fraud cases

• Prioritisation of fraud cases based on risk, value and customer impact

Team Leadership:

• Lead, coach and develop fraud analysts

• Set performance targets (SLAs, accuracy, productivity, quality measures)

• Manage staffing and capacity planning

• Identify skill gaps and deliver training on fraud typologies, tools and procedures

• Setting objectives and conducting quarterly and annual appraisals

Process Design & Continuous Improvement:

• Design and optimise end to end fraud operations workflows

• Drive efficiency, automation and standardisation across processes

• Lead root-cause analysis on fraud losses and operational failures

• Recommend continuous improvement initiatives

KPI, Reporting & Insights:

• Track and report kay fraud and operational metrics, such as:

- Fraud loss rates

- Approval/decline accuracy

- SLA Adherence

- Identify pikes in fraud activity

• Provide insights and recommendations to senior leadership

• Use data to recommend policy changes and decisions

Knowledge, skills and experience required:

• Proven experience in fraud operations

• Strong people leadership and performance management experience

• Strong analytical, problem-solving and decision-making skills

• Strong attention to detail and accuracy in data entry and reporting

• Proficiency in Salesforce and related CRM tools

• Ability to work with sensitive information and maintain confidentiality

• Strong collaboration and stakeholder communication skills

• Previous experience in customer support or operations (preferred)

• Familiarity with fraud processes and financial adjustments (advantageous)

• Competent in MS Excel and reporting tools.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc)