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Role Description

The Fraud Operations Manager leads multi-country fraud detection and prevention teams supporting retail banking clients across online and mobile channels. This role is responsible for driving operational performance, improving fraud outcomes, enhancing customer experience, and ensuring compliance with regulatory and client requirements.

• 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

Qualifications

• 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

Requirements

• Strong leadership, coaching, and team development skills
• Ability to operate effectively in fast-paced, high-volume environments
• Strong analytical, problem-solving, and decision-making abilities
• Excellent written and verbal communication skills
• Strong knowledge of retail banking fraud detection operations
• Ability to manage geographically dispersed teams
• Ability to partner with senior client leaders
• Spanish preferred but not required

Benefits

• Comprehensive plans tailored to your needs, effective from day one
• Robust programs to help you secure your financial future
• Access to a wide range of discounts on merchandise, services, travel, and more
• Paths for advancement within a global organization
• Learn while you earn with award-winning learning platforms
• Competitive PTO packages to help you recharge
• Join an award-winning culture that values diversity and inclusion