Counter Fraud Operations Manager

at  Direct Line Group

ABOUT US

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
We’ve now welcomed our new CEO, Adam Winslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we’re going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

WHAT YOU’LL BE DOING

• Report directly to the Head of Counter Fraud, leading and managing teams across multiple fraud disciplines, products and locations.
• Minimise the impact of fraud on customers, shareholders, and the business.
• Ensure teams meet performance targets for service delivery, indemnity cost, and fraud savings, aligning resources and strategies with key objectives.
• Act as a technical expert in fraud prevention, providing guidance and coaching to teams and stakeholders.
• Collaborate with internal and external partners to optimise fraud outcomes and represent the business at industry forums.
• Continuously review performance data to drive improvements and ensure optimal results.
• Oversee operational suppliers, ensuring compliance with regulatory standards and contractual obligations.
• Play a key role in strategic initiatives while motivating and supporting teams for maximum performance.
• Deputise for the Head of Counter Fraud as needed, managing resource planning, risk mitigation, and staff development for continuous improvement.

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• Generous 9% employer pension contribution
• Annual company bonus of up to 10%
• 25 days holiday allowance (plus the option to buy or sell up to 5 days each year)
• 50% off home, motor and pet insurance
• Free travel insurance and Green Flag breakdown cover
• Additional optional Health and Dental insurance
• Plus, many mor