About this role

Lead a high-performing fraud operations functions to protect customers and minimize fraud losses
Establish and scale a customer and employee-facing fraud contact center
Implement fraud triage and investigation processes and procedures
Set performance expectations and monitoring frameworks
Partner with Fraud Governance, Fraud Technology, and cross-functional business partners
Provide coaching, performance management, and professional development for the team

Bachelor's degree or higher preferred
Minimum of 10 years’ work experience in contact center, preferably in banking or financial services, with 5+ years’ experience handling fraud or related investigations
Strong background in contact center leadership
Knowledge of banking systems and processes, regulations and guidelines related to fraud
Experienced in handling competing priorities, managing concurrent tasks and initiatives in a fast-paced environment
Works independently with minimal oversight, taking full ownership of deliverables
Collaborates effectively with colleagues across the institution
Excellent analytical, communication, and problem-solving skills
Strong understanding of fraud typologies, fraud operations, and fraud technology platforms

Fraud Operations Manager

Key skills