Job Description

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 travelers, 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

As fraud threats continue to evolve and new fraud controls are introduced, there is a growing requirement for an experienced Senior Fraud Analyst to act as the operational support lead within Cape Town, providing fraud expertise, leadership, training, quality assurance, and real-time fraud response capabilities.

The proposed role will establish the capability required to manage fraud operations effectively, ensure consistent delivery of controls, provide ongoing support and development to the operational team, and enable the business to react quickly to emerging fraud threats. This position is essential to ensuring the long-term success of the fraud strategy and reducing fraud losses across the organisation.

This role will provide the required capability, oversight, and expertise needed to:

• Act as the primary fraud subject matter expert within the Cape Town operation.
• Support the operational team in identifying, escalating, and containing fraudulent activity.
• Drive consistency and quality across fraud data management in the cape town operation
• Provide ongoing fraud training and coaching to colleagues.
• Support in ensuring new workstreams are successfully embedded and understood.
• Monitor fraud controls and fraud detection tools in real time.
• Strengthen operational resilience and fraud response capability.

The role is particularly important during the current period of process change and enhancement, as fraud threats will continue to evolve until key business vulnerabilities have been addressed. Whilst these improvements will reduce fraud exposure, they will not eliminate fraud entirely, making continued specialist oversight essential.

Key Responsibilities

Operational Fraud Leadership

• Acting as the a point of contact for fraud related queries within the Cape Town operation.
• Providing on the ground expert guidance and support to the team
• Supporting in ensuring the daily fraud tasks and controls are completed accurately and within agreed service levels.
• Initial assessment and escalation of complex fraud cases.

Fraud Detection and Prevention

• Monitoring emerging fraud trends and attack patterns.
• Identifying suspicious activity and initiating containment actions.
• Conducting detailed fraud investigations
• Supporting the enhancement of fraud controls.
• Making recommendations to reduce fraud losses and mitigate risk.

Real-Time Fraud Monitoring

• Monitoring Datadog and other fraud detection platforms.
• Analysing alerts and identifying emerging fraud threats in real time.
• Escalating significant fraud incidents appropriately.
• Coordinating with Fraud Operations Manager to implement immediate actions to minimise customer and business impact.

Training and Capability Development

• Delivering on-the-ground fraud training to operational colleagues.
• Supporting the onboarding and development of new team members.
• Support the team with the ongoing training on new fraud workstreams and processes.
• Ensuring consistent application of the standard operating procedures (SOPs)
• Acting as a mentor and knowledge resource across the operation.

Management Information and Reporting

• Supporting senior stakeholders with insight-led reporting and recommendations.

Operational Support Activities

• Management and oversight of cancellation bot activity and automated fraud controls.
• Supporting incident response activity.
• Supporting implementation of new fraud tools and technologies.

Knowledge, skills and experience required

• Strong fraud investigation, detection and prevention expertise, with the ability to identify, assess and mitigate fraud risks while supporting the Fraud Operations Manager in the delivery of the fraud strategy.
• Excellent analytical skills, attention to detail and accuracy when reviewing data, investigating suspicious activity, processing fraud cases and producing reporting.
• Experience monitoring fraud systems and alerts, including real-time fraud detection platforms, and taking appropriate action to minimise customer and business impact.
• Ability to manage, investigate and escalate complex fraud incidents, providing recommendations and support to the Fraud Operations Manager on high-risk cases.
• Knowledge of fraud controls, operational risk management, account management processes and control enhancement practices.
• Strong leadership, coaching and mentoring skills, with the ability to provide day-to-day guidance and support to operational teams.
• Excellent stakeholder management, collaboration and communication skills, acting as a key contact for fraud-related queries and supporting cross-functional engagement.
• Proficiency in Salesforce, CRM platforms, MS Excel and reporting tools, with the ability to produce insight-led management information and recommendations.
• Ability to handle sensitive and confidential information with professionalism, discretion and integrity.
• Experience working in a fast-paced operational environment, supporting workload management, service level delivery, incident response activities and continuous improvement initiatives.

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).