Investigations Manager

Join to apply for the Investigations Manager role at The National Lottery

Join to apply for the Investigations Manager role at The National Lottery

The Investigations Manager is responsible for assessing, monitoring and investigating fraud and related incidents relating to the National Lottery.

The focus of the role is to manage and report on retail and online security incidents from triage, and where necessary conduct in depth investigations into suspicious incidents, providing detailed reporting and oversight to internal and external stakeholders. Additionally, the Investigations Manager will continuously seek to optimise the retail & online monitoring approach for identification of suspicious transactions and maintain suitable processes & procedures to reflect. This role is integral in ensuring that players, partners and customers of the National Lottery are protected.

The Investigations Manager will also support physical security assurance through monitoring and testing of physical security controls across the various National Lottery sites.

What you will do:

Main Tasks

1. Retail & Online transaction security incident management – Responsible for detailed triage of all escalated & flagged retail and online transactions, determining requirement for full investigation, and recording all triage activity and outcomes

2. Conduct thorough and unbiased investigations into potential fraud or dishonesty-related incidents which may include player's prize claims or complaints, the activities of retail agents or retail agent's staff, or suspicious online player account patterns. As required in investigations, perform interviews of players, claimants, retail agents or retail agent's staff, or third parties

3. Maintain detailed supporting documentation and evidence of findings from investigations, prepare & submit reports detailing interim and final outcome of investigations, and communicate on progress and conclusion to key stakeholders, including ORNL.

4. Continuously review scope and approach to proactive monitoring, including leading the identification and introduction of enhanced proactive online transaction monitoring for suspicious behaviour

5. Provide direct and ongoing support and guidance to Customer Support team in transitioning retail transaction monitoring activities and building triage process knowledge across the team

6. Schedule and facilitate Fraud Management Council meetings, including preparation and presentation of individual investigation updates, and quarterly performance analysis and reporting,

7. Liaise with An Garda Síochána and other third parties on investigations or information requests as required. This may include supporting the investigation and prosecution of a suspected fraud incident.

8. Maintain understanding and awareness of Retail Compliance requirements to suitably inform retailers and other stakeholders of implications of triage and investigation findings

9. Maintain key stakeholder relations including Retail Compliance and Player Protection ensuring retailer non compliances and/or potential player protection issues are appropriately recorded and understood

10. Support, & manage to resolution, transaction-related queries from the wider business, the public or authorised external parties, including reports of lost/stolen tickets, complaints, and requests for financial adjustments

11. Educate & support key stakeholders including Retailers, Customer Support, Retail Compliance, Retail Teams etc., on key insights from transaction monitoring and incident triage & investigation

12. Maintain triage and investigations processes & procedures

13. Conduct inspections of National Lottery sites investigating suitability of physical security controls

14. Provide extensive support for external security certification audits on fraud prevention aspects in the National Lottery

15. Drive continuous improvement of fraud monitoring processes and tools, assisting with the development and leading implementation of improvements

16. In exceptional circumstances and as required, ensure the secure collection and delivery of National Lottery prize claims to the PLI Prize Claims team, including any claim-related validation required by PLI's claims processes.

17. Provide support to Security & Resilience Manager and across the wider Business Assurance team as required, including acting as backup for retail transaction monitoring activities, and preparation of information for Senior Leadership Team updates,

18. Any other duties that may be assigned from time to time.

What we are looking for:

Qualifications

• Formal training in investigative and interview techniques
• Advanced driving skills
• Experience with fraud detection and investigation
• Experience in law enforcement or private security/investigations
• An understanding of the lottery or gaming business would be beneficial

Technical Skills

• Proficient with Microsoft Office tools
• Proficient with operational system queries
• Excellent report writing and presentation skills
• Problem solving and analysis
• Technical / professional knowledge
• Meeting and interview management including attention to detail
• Proven judgment in decision making and ability to influence senior stakeholders

Working Relationships

Internal- Business Assurance, Prize Claims, Sales & Operations, all departments

External- Players/Claimants, Retail Agents & Staff, Third Party Suppliers, Law Enforcement, Auditors, Regulator of the National Lottery

Why you will love working here:

• Work-life balance: Hybrid working model for applicable roles, Full range of leave entitlements, Career Breaks and Secondments
• Financial Wellbeing: Competitive salary, Defined contribution pension, Income protection 1:1 financial advice.
• Learning & Development: We promote a culture where you can continuously develop on a personal and professional basis. These include access to 24/7 resources such as: In-House Training Programme, Go1 Learning Content, Irish Management Institute, The Executive Institute

Seniority level

• Seniority levelNot Applicable

Employment type

• Employment typeFull-time

Job function

• Job functionQuality Assurance
• IndustriesConsumer Services

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