Manager, Fraud Policy & Operations

Job Purpose

The purpose of this role is to manage and deliver policy and operational work that supports the UK banking and finance industry’s collective response to fraud. The role will initially take day-to-day ownership of agreed workstreams relating to authorised push payment (APP) fraud, including prevention and reimbursement, translating strategic priorities into coordinated industry activity, clear recommendations and high-quality policy outputs. While APP fraud will be the initial priority, the role will contribute across the wider fraud agenda as required, including authorised, unauthorised and cross-cutting fraud priorities, in response to changes in the threat landscape and the team’s strategic priorities.

Key Responsibilities

• Manage and deliver agreed fraud policy and operational workstreams, translating strategic priorities into clear plans, high-quality outputs and timely outcomes.
• Lead member working groups and industry forums, setting purposeful agendas, drawing out evidence, navigating different perspectives, building consensus and ensuring decisions and actions progress.
• Prepare evidence and analysis to support the development of UK Finance positions on regulatory, legislative and operational developments, with an initial emphasis on APP fraud prevention and reimbursement.
• Produce high-quality first drafts of consultation responses, policy papers, senior briefings, presentations and member communications. Translate complex technical and operational issues into clear analysis, recommendations and proposed lines to take, ready for review and sign-off.
• Represent UK Finance and its members in external meetings with regulators, government, law enforcement, payment bodies, ombudsman services, consumer organisations and other partners, including covering meetings for senior colleagues when agreed and escalating significant issues promptly.
• Monitor emerging threats, payment journeys, prevention controls, technology and market practice, identifying issues, evidence gaps and opportunities for collective industry action.
• Coordinate cross-industry initiatives and practical activity within an agreed scope, maintaining clear plans, dependencies, risks, milestones and success measures and driving actions through to completion.
• Use member insight, operational evidence and data to identify inconsistencies, unintended consequences and emerging priorities, and develop options and recommendations for consideration.
• Work closely with senior colleagues and internal stakeholders to understand strategic priorities, contribute to sensitive judgements and support senior engagement, taking ownership of delivery while seeking guidance and approval at the appropriate points.
• Contribute flexibly across the wider Fraud and Economic Crime teams, supporting urgent or cross-cutting priorities when required.

Skills, knowledge and experience

Essential

• Strong relevant experience in fraud, payments, financial services policy, regulation or operations, with a sound understanding of the UK fraud landscape.
• Proven ability to manage complex workstreams with substantial day-to-day ownership, exercise sound judgement, prioritise competing demands and deliver to demanding deadlines.
• Credibility and confidence to engage senior stakeholders and represent an organisation externally, recognising when issues require escalation or further senior input.
• Excellent written and verbal communication skills, including the ability to produce strong first drafts and turn technical, regulatory or operational detail into concise and persuasive material for different audiences.
• Strong stakeholder management, chairing and facilitation skills, including the ability to build consensus across organisations with different business models and interests.
• An analytical, evidence-led approach, with the ability to connect regulatory requirements, member experience, operational practice and data to develop practical options and recommendations.
• A solution-focused mindset and confidence operating in ambiguity, constructively challenging assumptions and escalating material risks when necessary.
• A collaborative leadership style, with the ability to coach junior colleagues, respond positively to strategic challenge and work effectively across organisational boundaries.

Desirable

• Detailed knowledge of APP fraud, reimbursement, scam prevention or payment scheme policy and operations.
• Experience engaging with regulat…