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Fraud Investigations Team Leader

4 months ago

Manchester, United Kingdom THG Full time

THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients' brands globally.

We're powered by a global team of over 10,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, it's this DNA that has supported our incredible growth.

We're always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if you're ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you.

**Location: Icon 1, M90 5AA**

**About Online Fraud**

The latest figures report 4.5 million cases of fraud in the UK alone and as payment and transaction mechanisms multiply and organisations become more complex, the risk of fraud grows. As targets become more attractive, individual fraudsters are joined by well-resourced, organised criminal enterprises.

**About the Fraud Department and the Role**

Our fraud team in the Northwest covers all areas of fraud, from Awareness and Prevention to Detection and Resolution, across all our geographies. Analysts, BI/MI, Data Experts, Investigators and Management all work together and work on the most effective ways to combat fraud and abuse. This team interacts with almost every other team in the business; there is never a dull moment.

The Fraud Investigations Team Leader will primarily be responsible for internal and external investigations. Working proactively with stakeholders across the business to reduce risk, abuse and financial loss. The Fraud Investigations Team Leader will produce daily plans for the team, review performance and guide the Investigators in line with business objectives.

**Responsibilities**:

- Lead complex fraud and abuse investigations from start to finish
- Work with Audit Teams, Loss Prevention, Human Resources, Information Security and Finance Teams on queries, monitoring, new initiatives and investigations
- Work with Refunds Manager to coordinate and drive refund abuse prevention activities
- Leading on Brand Protection activities such as marketplace audits, removing social media impersonators and unauthorised resellers.
- Assess and resolve referrals for Investigation from the Fraud Team and Customer Service
- Create and deliver fraud training to business areas in respect of fraud issues
- Effective leadership of the investigations team focusing on keeping within agreed SLA's and to ensure all investigations is completed thoroughly and to a high standard
- Upskill Investigators as well as developing own knowledge of fraud issues/changes in legislation relating to retail/financial crime and disseminate any intel.
- Work closely with our data science and engineering teams on developing and identifying patterns of fraud and abuse
- Review and monitor BI reports in line with current threats to the business and undertake actions where appropriate, including, but not limited to reviewing process/controls
- Promote sharing of intelligence and build relationships with internal and external agencies

**Requirements**:

- Excellent communication and interpersonal skills at all stakeholder levels. Must be confident outbound calling customers and leading investigation meetings in person.
- Relevant certification such as ACFS or CFE (or equivalent)
- Investigative experience in a similar role (Fraud/ Finance/ Audit/ Compliance)
- Experience producing high quality reports. Proficiency in the Microsoft family of products (Outlook, Word, PowerPoint, Excel, Access, One Note)
- Experience in developing and implementing fraud and refund abuse detection and prevention strategy, root cause analysis and recovery efforts
- Familiarity with brand protection and channel distribution concepts
- A demonstrated ability to work effectively in a fast-changing environment
- A demonstrated ability to lead or organise a team
- A natural inclination to and affinity to all thing's fraud: Ability to think like a fraudster and anticipate vulnerabilities and potential exploitation
- An apolitical team player who doesn't get rattled easily and focuses on getting things done

**Benefits**:

- Competitive salary
- Onsite Doctor
- Employee discounts
- Gym Discounts
- Company bonus scheme
- Company pension scheme

**THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.