Key skills
AnalyticsLeadershipCommunication
About this role
Role Overview
- Lead and manage multi-country fraud operations teams, including managers, supervisors, and analysts
- Oversee workforce management to meet or exceed KPIs and SLAs
- Partner with client workforce teams, recruiting, and HR to ensure appropriate staffing levels
- Provide coaching, performance management, and development for leaders and frontline staff
- Lead monthly performance reviews focused on SLA attainment and operational results
- Develop and implement operational strategies to improve fraud detection effectiveness and customer experience
- Monitor emerging fraud trends and partner with clients to adjust detection methodologies
- Ensure compliance with internal policies, client policies, and regulatory requirements
- Manage client relationships and provide clear, accurate, and timely performance communication
- Collaborate cross-functionally to improve operational efficiency and customer experience
- Use data and analytics to identify fraud trends, staffing needs, and performance improvement opportunities
- Report fraud metrics, trends, and operational performance to clients and senior leadership
Requirements
- Bachelor’s degree in Business, Finance, Criminal Justice, or related field
- 5–10 years of experience in retail banking fraud operations or investigations, including deposit and online/mobile banking fraud
- 2–5 years managing teams of 40+ associates, including frontline managers and supervisors
- Experience in contact center environments strongly preferred
Benefits
- Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one.
- Retirement Savings: Robust programs to help you secure your financial future.
- Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more.
- Career Growth Opportunities: Paths for advancement within a global organization.
- Paid Training: Learn while you earn with award-winning learning platforms.
- Paid Time Off: Competitive PTO packages to help you recharge.
- Great Work Environment: Join an award-winning culture that values diversity and inclusion.