Fraud and Recovery Team Manager

Do you want to work for a multi-award-winning business, where we put your career and development first? If this sounds like you, we are looking for a Travel Counter Fraud Team Manager to join our fight against Fraud and lead the way in developing our handlers to achieve their full potential.

Are you an enthusiastic individual who will look forward and take on all the challenges that this role brings, whilst considering our goals in the anti-fraud culture within Admiral and in the industry?

Fraud is an ever-changing landscape, we need motivated forward-thinking people who can consider new initiatives as well as our current procedures to ensure we are market leaders in fraud prevention, detection, and investigation capabilities.

You will need to come with new and fresh ideas on our work and processes to help make Counter Fraud a great place to work for our staff whilst ensuring a high quality of work.

Flexibility and work life balance is important to us, and so your time will be split between home  and office.

We have an honest and open culture here that is focused on four key areas: communication, equality, reward, and fun. You can expect an environment that rewards hard work and determination, all done whilst embracing a culture that puts you first. 

Main Duties and Responsibilities

The Travel Counter Fraud Team Manager will be required to:

• Ensure that the team perform in line with the expected departments key performance metrics.
• Lead, mentor, and coach a team of fraud investigators and analysts, ensuring high performance, skills development, and engagement.
• Ensure the team always delivers great customer service, whilst remaining alert to suspect/fraudulent activity.
• Ensure department processes and procedures are compliant, documented, updated, and adhered to.
• Ensure quality control of claims is high, with a pro-active approach in terms of claims management.
• Understand and analyse department data, providing commentary and insight to the relevant stakeholders where applicable.
• Support and motivate the team, providing clear development paths that enhance the knowledge and capability across the team.
• Consider referrals to external bodies, law enforcement and register details on fraud registers (IFR, IFB, CIFAS, IFED etc).
• Ensure staff working within the fraud area are engaged and provided with a fulfilling work environment.
• Embrace the business’s core competencies & promote our culture.

The ideal candidate:

• A practical knowledge base of Counter Fraud Investigation.
• Have either Counter Fraud or previous management experience. Familiarity with the latest trends and emerging threats in travel insurance fraud
• Experience with travel insurance claims preferred and claims fraud-specific processes and challenges
• Experience working with law enforcement or other fraud organizations (e.g., IFED, IFB).
•  Understanding of claims management and underwriting practices within the travel insurance sector.
• Excellent listening skills.
• Strong attention to detail.
• The ability to motivate & develop a team.
• Able to think quickly, creatively, and laterally.
• Able to independently organise, prioritise and manage workload.
• The ability to analyse and act upon trends and patterns in our performance.
• Will be someone who can inspire both the team and their peers.
• Will show a willingness to learn and be able to research information effectively.
• Will be comfortable in making their own decisions which will help inspire, improve, and motivate the team.
• Be competent at current Microsoft office and other software programmes used for reporting and analysis.
• Attend the office on set department working days and be flexible should this change.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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