Fraud & Claims Operations Senior Manager

Wells Fargo

CHARLOTTE, NC

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JOB DETAILS

SKILLS

Budgeting, Change Management, Channel Strategies, Claims Management, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Credit Cards, Credit Risk, Customer Experience, Customer Relations, Detail Oriented, Establish Priorities, Expense Management, Financial Management, Financial Operations, Financial Regulations, Leadership, Maintain Compliance, Offshoring, Operational Communications, Operational Control, Operational Expenditure (OPEX), Operations, Operations Management, People Management, Performance Analysis, Performance Metrics, Performance Reviews, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Productivity Management, Quality Metrics, Regulations, Regulatory Compliance, Regulatory Requirements, Risk, Risk Analysis, Risk Management, Succession Planning, Talent Management, Team Lead/Manager, Time Management, Writing Skills

LOCATION

CHARLOTTE, NC

POSTED

30+ days ago

About This Role

Wells Fargo is seeking a Claims & Recovery Senior Manager to lead the Credit Card Fraud Claims organization, overseeing the end-to-end performance of a large, complex operation. This role is accountable for operational results, risk and regulatory adherence, financial performance, and people leadership across approximately 200 onshore and offshore team members. The successful candidate will operate as both a people leader and strategic operator, partnering closely with Fraud Strategy, Detection Operations, Channel Leaders, and other internal stakeholders to reduce fraud losses, improve customer outcomes, and manage operational expense. This role requires sound judgment, comfort with ambiguity, and the ability to influence decisions at multiple levels of the organization.

In this role, you will:

Operational Leadership & Execution

• Lead daily operations for Credit Card Fraud Claims, ensuring service levels, quality standards, and regulatory requirements are consistently met

• Translate business objectives into clear operational priorities, resource plans, and performance expectations

• Make informed decisions related to staffing, workflows, and capacity to balance customer experience, cost, and risk

Risk Management & Compliance

• Ensure all claim activities comply with applicable regulations, including Regulation Z, and internal risk management standards

• Identify operational risks, control gaps, and process weaknesses; escalate issues and implement corrective actions as appropriate

• Partner with compliance and risk teams to support audits, reviews, and regulatory inquiries

Stakeholder Partnership & Influence

• Serve as a primary operations partner to Fraud Strategy, Detection Operations, and claim intake channel leaders

• Influence outcomes across teams that do not report directly to you by using data, insights, and strong business rationale

• Communicate complex operational performance and risk topics clearly to senior leaders

Continuous Improvement & Change Leadership

• Identify and lead process improvement initiatives that reduce fraud loss, improve efficiency, and enhance customer and employee experiences

• Manage moderately complex projects independently, including changes impacting people, technology, or policy

• Drive adoption of new procedures, tools, or controls through structured change management

People & Financial Management

• Directly manage leaders and managers, setting clear performance expectations and holding teams accountable for results

• Provide coaching, development, performance evaluation, and succession planning for leaders within the organization

• Own budget and financial performance for the function, with accountability for expense management and productivity outcomes

Required Qualifications

+ 7+ years of Fraud Claim Investigations, Policy Violations, Risk Management, or Compliance experience, or equivalent demonstrated through one or a combination of: work experience, training, military experience, or education

+ 3+ years of management or leadership experience

Desired Qualifications

+ 8+ years of operations experience

+ 6+ years of people management or leadership experience

+ Deep, hands‑on knowledge of credit card claims operations

+ Strong experience driving consistency in meeting regulatory, quality, and service expectations within Fraud Claims operations

+ Proven ability to develop senior stakeholder trust through clarity, data‑driven insights, and solutions to complex problems

+ Demonstrated leadership experience building engaged teams, developing talent, and holding teams accountable for results

+ Strong experience managing fraud losses and operational expenses through disciplined execution and continuous improvement

+ Strong working knowledge of Regulation Z and its application in a claim’s environment

+ Demonstrated ability to prioritize competing demands, meet deadlines, and perform effectively in a fast‑paced, highly regulated environment

+ Strong attention to detail with a proven commitment to accuracy and quality

+ Data‑driven leadership style with the ability to translate performance metrics into compelling narratives for senior executives

+ Effective written and verbal communication skills, with the ability to influence at all levels

+ Proven people leader with strong coaching, decision‑making, and problem‑solving skills

Job Expectations

• Willingness to work a hybrid schedule at the posted location and provide flexibility in working hours as business needs require

Location:

Charotte, NC

Posting End Date:

10 Apr 2026

_*Job posting may come down early due to volume of applicants._

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-drug-and-alcohol-policy) to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Req Number: R-531948

About the Company

Wells Fargo

We believe in our vision and values just as strongly today as we did the first time we put them on paper more than 20 years ago. Staying true to them will guide us toward continued growth and success for decades to come. As you read more about our vision and values, you will learn about who we are, where we’re headed and how every Wells Fargo team member can help us get there.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Financial Services

FOUNDED

1852