Job Description: Counter Fraud Services Investigations Manager
Salary: £40,000 to £45,000
Details
Responsible To: Head of Counter Fraud Services
Management Authority: 4 teams of Investigators and Team Leaders
Budgetary Authority: None
Purpose of the Role:
A Senior member of the CFS Management Team Reporting to the Head of Counter Fraud
Services, the Investigations Manager (IM) will have overall responsibility for the efficient and
effective management of investigative resource to ensure Investigation teams meet Key
Performance Indicators. As an experienced Counter Fraud Professional, the IM is
responsible for developing investigative capability to ensure continuous improvement, is an
escalation point for complex investigations and provides advice and guidance to Team
Leader SMEs and colleagues in the wider business to help prevent, detect and deter fraud.
The IM will collaborate with CFS management colleagues to develop a comprehensive
measure of the value of funding at risk of fraud and lead on the plan to reduce the funds at
risk.
Detailed Accountabilities:
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Ensure investigative resources are being used efficiently and effectively to prevent, deter,
detect and respond to student funding fraud;
Identify process changes and improvements to investigative capability, including
commercial fraud prevention tools through benchmarking with appropriate organisations,
market awareness and horizon scanning;
Act as a Subject Matter Expert and centre of excellence by maintaining wide ranging
fraud, Regulatory and Legal knowledge necessary to provide direction and guidance to
other areas of the business and ensure compliance within your business area.
Monitor and analyse operational performance information, ensuring targets are met at
individual and team level.
Be an escalation point for complex investigations, including providing advice and
guidance to Team Leader SMEs and Investigators on case management and
provisional/final decisions.
Be responsible for the review, implementation and evaluation of investigative procedures
to ensure investigations are being conducted to the highest professional standards;
Provide expert remedial advice to Team Leader SMEs, Operational and Policy to
Production Managers and Project Managers to help prevent further occurrences of fraud
or irregularity.
Ensure adequate provisions are made for the development and training of investigative
teams to ensure fraud cases are handled effectively by well motivated and expert fraud
investigators;
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Maintain a view of current and emerging trends in the wider fraud arena, to ensure new
developments are highlighted and assessed for impact on SLC’s processes or systems;
Engage with colleagues up to and including the Senior Management Team, as well as
external stakeholders/clients, to ensure counter fraud activity is at the forefront of
proposed updates or enhancements;
Participate in the recruitment and introduction of new staff to the department, ensuring
their training and development is adequate to allow them to become an integral part of the
team;
Lead, coach and develop the Team Leader SMEs;
Ensure quality and consistency of approach through 1-2-1 coaching sessions;
Ensure all staff records are kept up to date in line with HR processes and procedures;
Lead and continue to develop the Operational Fraud sub group.
Key Outputs:
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Best Practice fraud investigative capability across all services, products, systems and
fraud typologies that prevent and detect fraud in SLC’s Delivery processes.
Well developed and maintained investigative processes and procedures, including
reporting templates
Expert fraud prevention advice and guidance in relation to SLC’s Delivery and Enabling
processes, critical change programmes and the development of products and services to
ensure fraud prevention is a key consideration at each stage of development and
delivery.
Regular management reporting highlighting trends in investigative performance.
A cohesive measure of the potential value of fraud in the student funding system
developed in collaboration with the Fraud and Analytics Managers, and a plan to reduce
the value of funding at risk.
Consistent performance management reviews that provide regular feedback, identify and
address training and development needs and manage issues related to conduct and
capability, ensuring such issues are dealt with in a sensitive, focussed and timely manner.
Skills, Knowledge and Experience:
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Significant investigative experience across multiple channels and customer demographics
in a fast paced, customer focussed digital environment;
Experienced in fraud loss measurement and reporting;
Excellent communication skills; written and verbal – able to translate complex technical
issues to suit the audience;
Strong relationship management skills;
Demonstrable experience of strategic and operational decision making and delivering
outcomes;
Excellent problem solving and analytical skills, highly numerate and literate;
Ability to engage and communicate with colleagues at all levels across the business;
Ability to provide feedback in an effective and informative manner;
Proven leadership qualities and the ability to motivate and develop a team.
Non-Specialist Knowledge / Expertise
Recognising that the public contact element of the role involves regular contact with people
who are distressed, agitated and, on occasion, aggressive, IMs need to support Team Leader
SMEs and Investigators achieve the right balance between applying thorough investigations
and sensitivity to the rights and needs of suspects and witnesses.