Summary
Overview
Work history
Education
Skills
Timeline
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Alice Jones

Bournemouth

Summary

Accomplished professional with expertise in fraud strategy and prevention, regulatory compliance (PSD2, PSR, PSD3), and risk assessment and mitigation. Demonstrates proficiency in fraud portfolio management and stakeholder engagement through cross-functional collaboration. Skilled in data analysis and investigations, contact centre process optimisation, and adept in both agile and waterfall project methodologies. Committed to training and knowledge sharing to enhance team capabilities.

Overview

21
21
years of professional experience

Work history

Fraud Portfolio Manager

Santander UK
09.2017 - Current
  • Manage fraud-related portfolios, balancing fraud loss, customer experience, controls, and P&L ownership
  • Identify issues in fraud strategy, policies, or business processes; implement corrective measures to reduce losses
  • Communicate fraud objectives across departments and support cross-team alignment
  • Lead fraud input for major projects, including the transition from Visa to MasterCard for debit cards
  • Collaborate with project teams to ensure all fraud impacts are understood, tested, and mitigated
  • Deliver training and communicate key changes across fraud teams, ensuring compliance and readiness
  • Improve fraud detection systems, resulting in annual efficiency gain equivalent to 6 FTE
  • Drive initiatives that streamline operations in contact centres, enhancing both efficiency and customer outcomes
  • Track and respond to regulatory changes, adjusting fraud policies and controls accordingly
  • Work with Agile and Waterfall teams to ensure fraud perspectives are incorporated from inception to implementation

Trust & Safety Team Leader

TripAdvisor
04.2012 - 06.2017
  • Led fraud prevention efforts across global teams, protecting platform integrity
  • Delivered training across UK and international offices
  • Managed fraud tools and adapted systems to evolving threat vectors
  • Investigated account takeovers, phishing, and social engineering threats
  • Acted as liaison for high-priority escalations from legal, PR, and social media
  • Conducted behavioural analysis using fraud analytics tools to identify malicious activity
  • Partnered with cross-functional teams to drive improvements in security systems

Customer Relationship Manager

Clean Genie Ltd
07.2010 - 01.2012
  • Managed client relationships and service delivery standards
  • Oversaw staff payroll, documentation, inventory, and benefits
  • Maintained internal financial and administration systems

Customer Service Advisor

Vodafone UK
10.2004 - 06.2010
  • Investigated fraud trends and flagged suspicious activity
  • Delivered high service standards (90%+ SLA) and fraud risk insights
  • Created fraud awareness materials and contributed to training
  • Supported escalations, new starter coaching, and temporary team leadership
  • Worked closely with fraud and training teams to maintain KPI delivery
  • 12 month fraud secondment

Education

GCSEs - GCSE's

Bicester Community College
Bicester, Oxfordshire
04/2001 - 06/2002

Maidenhead College
09/1997 - 04/2001

Skills

  • Fraud Strategy & Prevention
  • Regulatory Compliance (PSD2, PSR, PSD3)
  • Risk Assessment & Mitigation
  • Fraud Portfolio Management
  • Stakeholder Engagement & Cross-Functional Collaboration
  • Data Analysis & Investigations
  • Contact Centre Process Optimisation
  • Agile & Waterfall Project Methodologies
  • Training & Knowledge Sharing

Timeline

Fraud Portfolio Manager

Santander UK
09.2017 - Current

Trust & Safety Team Leader

TripAdvisor
04.2012 - 06.2017

Customer Relationship Manager

Clean Genie Ltd
07.2010 - 01.2012

Customer Service Advisor

Vodafone UK
10.2004 - 06.2010

GCSEs - GCSE's

Bicester Community College
04/2001 - 06/2002

Maidenhead College
09/1997 - 04/2001

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Alice Jones