Fraud Investigations Manager

Fraud Investigation Manager 

Why this role matters

The Fraud Investigation Manager protects Argos and its customers by leading the day-to-day investigation of suspected and confirmed fraud. With the significant majority of Argos fraud arising through ecommerce and digitally enabled customer journeys, the role has a strong focus on online transactions, accounts, payments, promotions, fulfilment and linked activity, while retaining oversight of fraud that crosses stores, contact centres, logistics and Nectar. 

Reporting to the Fraud Risk Manager, the role leads two Investigation Specialists and ensures complex fraud cases are prioritised, investigated and documented consistently, objectively and lawfully. It turns data, digital evidence and intelligence into clear investigative outcomes and practical recommendations that reduce loss, protect customers and colleagues, strengthen controls and prevent repeat fraud.

What I am accountable for  

Lead and prioritise the Argos fraud investigation workload, focusing resources according to risk, customer and colleague impact, potential loss, wider control exposure and the likelihood of a successful outcome.

Manage, coach and develop two Investigation Specialists, setting clear case accountabilities, maintaining high investigation standards and building capability in ecommerce fraud, digital evidence and analytical investigation techniques.

Lead complex end-to-end investigations into suspected internal and external fraud, ensuring evidence is gathered, assessed, recorded, retained and shared objectively, confidentially and lawfully.

Analyse ecommerce transactions, customer accounts, payment activity, device and channel behaviour, promotions, refunds, fulfilment journeys and linked intelligence to identify patterns, connected cases and emerging fraud methods.

Coordinate investigations that cross Argos Digital, Stores, Contact Centres, Logistics, Payments, Finance, Technology, People, Legal, Loss Prevention and Nectar, establishing clear ownership and timely actions.

Produce clear investigation strategies, evidence packs, case reports and risk summaries for the Fraud Risk Manager and relevant decision-makers, setting out findings, impact, root causes, control gaps and recommended action.

Support appropriate criminal, civil, disciplinary and asset-recovery outcomes by providing well-evidenced recommendations and working with law enforcement, payment providers, external agencies and specialist partners where required.

Use investigation findings and trend analysis to recommend improvements to ecommerce controls, fraud-detection rules, screening activity, customer journeys and operational processes, balancing fraud prevention with customer experience.

Maintain effective case governance, record keeping and reporting, ensuring investigation activity is timely, proportionate, auditable and compliant with relevant law, data protection and information-sharing requirements.

Share learning from cases and emerging online fraud trends, providing practical guidance that helps Argos and Nectar teams recognise risk, escalate concerns and prevent further loss.

What I need to know  

These are key skills, experience and qualifications required to succeed in this role:

Strong knowledge of fraud investigation in an ecommerce, digital, payments or customer-account environment, including evidence gathering, case management, interviewing and root-cause analysis.

Strong analytical capability, with the ability to interpret transaction, account, payment, device, fulfilment and behavioural data and connect information across systems and customer journeys.

Good working knowledge of relevant criminal and civil law, rules of evidence, data protection and lawful information-sharing in a commercial environment.

People-management skills, with the ability to organise case workloads, set standards, give constructive feedback and develop Investigation Specialists.

Experience of producing clear investigation plans, evidence packs, case reports and recommendations for operational, specialist and senior stakeholders.

Sound judgement and integrity, with the ability to manage sensitive information, assess competing risks, make balanced recommendations and escalate material concerns appropriately.

Strong communication and influencing skills, with the confidence to work across Digital, Technology, Payments, Retail, Logistics, People, Legal and external agencies.

Understanding of fraud-detection tools, screening rules or data-led investigative methods, with the ability to recommend practical control improvements.

Strong planning and organisational skills, with the resilience and flexibility to manage complex cases, changing priorities and travel to Argos locations when required.

Knowledge of retail, loyalty or Nectar-related fraud is valuable, but strong transferable ecommerce and digital investigation experience is equally suitable. 

• Strong experience leading complex fraud investigations within an ecommerce, digital, payments or customer-account environment, including evidence gathering, interviewing and case management.
• Demonstrable experience analysing transaction, payment, account or behavioural data to identify fraud patterns, linked activity and emerging threats.
• Proven people-management experience, including managing investigation workloads, setting standards, coaching and developing investigators or specialists.
• Experience producing investigation plans, evidence packs and case reports, translating findings into clear, evidence-based recommendations.
• Experience identifying fraud control weaknesses and recommending improvements to detection rules, processes, systems or customer journeys to reduce future fraud.
• Experience working across multiple business functions and external partners to progress complex investigations and support criminal, civil, disciplinary or asset-recovery outcomes.

#LI-NR1

At Argos, we’re a digital-led UK retailer that keeps pushing boundaries to meet every generation with what they want, how and when they want it. As a market leader in general merchandise, serving millions of customers through our website, app, same-day delivery and Click & Collect services, we offer real opportunities to learn, grow and shape your career. With roles spanning Commercial, Buying, Merchandising, Design and Supply Chain, through to Digital, Operations, Customer Experience, Marketing, and People and Transformation, you will work with brilliant colleagues and directly shape how we serve our customers every day. From enabling inspiring choice across our owned brands, including Habitat, Chad Valley and Bush, alongside the world’s biggest brands like Apple, Lego, Xbox and Samsung, to making shopping effortlessly convenient, championing trusted value and accelerating our strategy - Argos is an exciting place to build your future.

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:

Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary, depending on how we perform.

Your wellbeing is important to us too. You'll receive an annual holiday allowance and you can buy up to an additional week's holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme.

Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.

Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).