Fraud Operations Manager - Fraud Operations

Description

Position Summary

Key Responsibilities

• Lead & Develop Talent
  • Build and coach high-performing fraud and disputes teams, aligning capability development with an AI-augmented workforce model.
  • Focus talent on high-value activities requiring judgment, investigative strategy, and complex decision-making, while leveraging automation for routine tasks.
• Drive AI & Process Transformation
  • Identify and implement opportunities to deploy GenAI, AI, and machine learning to improve fraud detection, fraud and dispute case handling, and customer interactions.
  • Partner with analytics and technology teams to operationalize AI use cases into scalable workflows.
• Fraud & Disputes Management
  • Lead day-to-day fraud and dispute intake, investigation, and resolution across all channels
  • Ensure adherence to SLAs, productivity targets, and quality standards
  • Manage capacity, forecasting, and staffing to meet fluctuating volumes
  • Oversee escalations and complex/high-risk fraud and dispute cases
• Regulatory & Compliance Oversight
  • Ensure compliance with Reg E, Reg Z, network rules (Visa / MasterCard / American Express), and internal policies
  • Maintain audit readiness (internal, external, regulatory reviews)
  • Partner with Compliance, Legal, and Risk on control design and remediation
  • Drive documentation standards for investigations and decisioning
• Vendor & Global Operations Leadership
  • Manage and optimize on and offshore vendor partnerships, ensuring alignment to performance, quality, and customer experience standards.
  • Leverage data and technology to drive consistent performance across globally distributed teams.
• Performance & Operational Excellence
  • Own and deliver against key performance indicators (KPIs), ensuring consistent achievement of productivity, quality, and customer experience targets.
  • Utilize advanced reporting (e.g., Tableau, Snowflake) to monitor performance, identify trends, and drive continuous improvement.
• Risk, Compliance & Quality
  • Ensure all operations meet regulatory, audit, and quality assurance standards.
  • Establish and maintain robust, audit-ready documentation aligned with industry best practices.
• Cross-Functional Collaboration
  • Partner across Fraud Risk, Product, Technology, and Customer Experience teams to enhance processes and drive end-to-end outcomes.
  • Lead and influence change management initiatives supporting fraud and AI transformation programs.
• Operational Governance
  • Oversee multiple lines of business and ensure standardized, scalable processes.
  • Develop and maintain agent- and site-level performance reporting frameworks to support decision-making.
• Additional Responsibilities
  • Travel (domestic and international) to support vendor oversight and operational alignment.
  • Perform other duties as required.

Qualifications & Skills

• Experience
  • 5+ years of experience in fraud and disputes and/or customer operations (end-to-end).  College degree preferred.
  • Hands-on experience deploying or working with AI/GenAI tools, automation, or data-driven workflows in an operational setting.
  • Proven track record managing global/vendor-based contact center operations.
  • Strong knowledge of Reg E, Reg Z and card network dispute rules (Visa, M/C, & American Express).
  • Proven ability to manage high-volume, deadline-driven operations.
  • Experience with audit/compliance environments
• AI & Data Capabilities
  • Demonstrated ability to identify, prioritize, and implement AI-driven opportunities within operational environments.
  • Strong proficiency in data analysis, performance reporting, and insights generation (Tableau, Snowflake, or similar platforms)
• Leadership & Execution
  • 3+ years proven success leading and developing teams within large, complex organizations.
  • Strong project and change management capabilities, with experience delivering transformation initiatives.
  • Ability to operate effectively in a fast-paced, evolving, and technology-driven environment.
• Core Competencies
  • Execute Excellence: Drives disciplined, high-quality operational delivery
  • Risk & Control Mindset: Prioritizes compliance and customer fairness
  • Strategic Thinking: Connects operational insights to broader business goals
  • People Leadership: Builds strong, accountable, and engaged teams
  • Continuous Improvement: Challenges status quo and drives transformation
  • Exceptional communication and stakeholder management skills.
  • Strong business judgment and decision-making under uncertainty.
  • Deep commitment to customer experience and continuous improvement.
  • High level of adaptability, agility, and ownership.

Preferred

• Fraud & Disputes Management
• Experience implementing GenAI-assisted investigation tools, case summarization, or agent copilots.
• Exposure to AI governance, model risk, or regulated AI deployment frameworks.
• Demonstrated ability to bridge business and technical teams to deliver operational AI solutions.