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We are seeking an individual to support fraud prevention and risk mitigation activities by identifying, analysing, and controlling behaviours that may result in financial loss or negative customer experience. This role plays a key part in protecting customers, safeguarding revenue, and upholding Vodafone’s reputation by applying preventative controls, analytical judgement, and timely interventions across telecom fraud scenarios.
Job Responsibility:
Monitor customer accounts and service usage to identify potentially fraudulent activity, including roaming, domestic, AIT, and first‑party fraud
Analyse fraud risk cases in detail to confirm or dismiss suspicious behaviour
Review and act on transactions flagged as high‑risk in line with defined procedures
Manage customers with high service usage across messaging, voice, or data services at local and international levels
Apply departmental procedures to take timely decisions to prevent or stop fraudulent activity
Identify emerging fraud patterns and contribute to the development of improved fraud prevention methods
Manage internal requests and complaints via phone and email with professionalism and clarity
Maintain high standards of customer interaction while resolving complex cases with minimal supervision
Contribute to performance reporting through KPIs and service delivery standards
Collaborate with colleagues and stakeholders to improve processes and strengthen fraud controls
Requirements:
Experienced in analytics, telecom, banking, fraud control, revenue assurance, or customer operations, with a strong analytical background
Confident using multiple systems and applications, with strong MS Office capability
Skilled in analysing data, assessing risk, and making sound, timely decisions
Comfortable working in a 24/7 operational environment
Clear and confident communicator with strong written and spoken English proficiency
Customer‑focused, with the ability to balance fraud prevention with positive customer experience
Organised, detail‑oriented, and able to prioritise effectively in a high‑volume environment
Proactive in managing personal performance and continuous improvement
Holds a graduate degree from a recognised university
What we offer:
Exposure to real‑world fraud scenarios within a global telecom environment
Opportunities to contribute directly to customer trust and financial protection
Experience working with international stakeholders and complex service landscapes
A role where analytical thinking directly influences business outcomes