• Lead Money Network Fraud support operations and provide day-to-day oversight of fraud inquiry handling to meet Service Level Agreements (SLAs), quality, and compliance targets. • Direct triage, workload assignment, and escalation management to ensure timely investigation and resolution of fraud cases and disputes. • Coach, mentor, and develop supervisors and associates, setting clear goals, conducting regular 1:1s, and providing actionable feedback and career guidance. • Administer performance management processes, including evaluations, improvement plans, and corrective actions aligned to company policies. • Partner with Fraud Operations, Risk, Compliance, and partner clients to maintain alignment with fraud policies, dispute processes, and regulatory requirements. • Monitor and analyze key fraud metrics—case volume, Average Handle Time (AHT), authentication accuracy, First Contact Resolution (FCR), and fraud-loss impact—and implement improvement plans. • Conduct call and case quality reviews; strengthen documentation standards and intake accuracy; report emerging trends and escalate risk issues. • Participate in recruiting, interviewing, and hiring; onboard talent and foster a high‑engagement, high‑integrity culture.