Investigations Manager- 6 Month Fixed Term Contract

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 security incidents from triage, and where necessary conduct in depth investigations into suspicious and/or concerning incidents, to reporting and oversight. This role is integral in ensuring that players, partners and customers of the National Lottery are protected.  
Investigations may include potential fraud or other dishonesty relating to player’s complaints or prize claims, or the activities of PLI internal staff and contractors, retail agents or their staff, or third-party suppliers. 
The Investigations Manager is also responsible for optimising the retail monitoring approach for identification of suspicious transactions and maintaining suitable processes & procedures to reflect.  
 
 
Responsibilities of the Job-Holder 
 
Main Tasks 
 

1. Retail security incident management – Responsible for detailed triage of all escalated & flagged retail 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, or the activities of PLI internal staff, retail agents or retail agent’s staff.
3. As required in investigations, perform interviews of players, claimants, PLI internal staff and contractors, retail agents or retail agent’s staff, or third parties.
   
4. 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. 
   
5. Schedule and facilitate Fraud Sub Committee meetings, including preparation and presentation of individual investigation updates and quarterly performance reporting,
   
6. Liaise with An Garda Síochána and other third parties on investigations or information requests as . This may include supporting the investigation and prosecution of a suspected fraud incident.
   
7. Maintain understanding and awareness of Retail Compliance requirements to suitably inform retailers and other stakeholders of implications of triage and investigation findings
   
8. Liaise with Retail Compliance ensuring retailer non compliances are appropriately recorded and understood, and provide feedback on learnings from triage & investigations, 
   
9. 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 adjustment (Adjustment Request Forms)
   
10. Educate & support key stakeholders including Retailers, Customer Support, Retail Compliance, Retail Teams etc., on key insights from transaction monitoring and incident triage & investigation
11. Maintain triage and investigations processes & procedures. 
12. Make recommendations for continuous improvement of fraud monitoring processes and tools and assist with the development and/or implementation of improvements.
13. In exceptional circumstances and as , 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.
14. Provide support to Security & Resilience Manager and across the wider Business Assurance team as , including acting as backup for retail transaction monitoring activities, and preparation of information for Senior Leadership Team updates
15. Any other duties that may be assigned from time to time.

 
Qualifications  

• Formal training in investigative and interview techniques
• Advanced driving skills

 
Relevant Experience     

• 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

 
 
Key Competencies 

• Excellent interpersonal skills / stakeholder management  
• 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
• Strong communication skills

 
 
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