Fraud Operations Manager II (M2)

Operating within an AI-enabled fraud ecosystem, Manager II is responsible for ensuring effective integration of artificial intelligence, automation, analytics, and human decision-making across multiple operational functions. The Manager drives operational excellence through advanced analytics, fraud intelligence, AI governance, and continuous improvement initiatives while ensuring fraud decisions remain accurate, explainable, compliant, and customer-focused.

The Manager II serves as a link between Fraud Operations, Fraud Strategy, Risk, Compliance, Analytics, and Technology organizations to improve fraud detection effectiveness, organizational performance, and future-state AI capabilities.

Required Capabilities

Leadership & Talent Development

• Lead team leads, analysts, and fraud specialists across a fraud function.
• Build leadership capability in direct reports while developing strong analytical, investigative, and decision-making skills across the organization.
• Establish performance standards focused on decision quality, AI utilization, fraud prevention, operational excellence, customer outcomes, and risk management.
• Drive workforce planning, performance management, succession planning, and talent development initiatives.
• Foster a culture of accountability, innovation, continuous improvement, and data-driven decision-making.

AI Leadership & Governance

• Oversee adoption, optimization, and governance of AI-enabled fraud detection, investigation, and decision-support technologies.
• Ensure teams appropriately validate, challenge, and refine AI-generated recommendations through effective human oversight practices.
• Monitor AI-assisted decision quality, model effectiveness, false positive rates, false negative rates, decision consistency, and operational impacts.
• Identify model weaknesses, automation gaps, workflow inefficiencies, and opportunities to improve AI performance.
• Partner with Fraud Strategy, Analytics and Technology teams to improve model outcomes, fraud rules, prompts, and decision logic.
• Lead AI validation efforts, calibration exercises, quality assurance reviews, testing initiatives, and operational readiness activities.
• Promote responsible AI principles including explainability, accountability, fairness, transparency, compliance, and risk management.

Critical Thinking & Decision Quality

• Serve as the primary escalation point for complex, high-risk, and ambiguous fraud scenarios.
• Ensure fraud decisions are supported by evidence, analytics, investigative findings, and sound business judgment.
• Challenge assumptions, operational practices, fraud strategies, and AI-generated recommendations when appropriate.
• Drive consistency, accuracy, and quality across multiple fraud functions and operational teams.
• Lead root-cause analysis efforts involving fraud losses, customer complaints, operational breakdowns, and decision-quality concerns.

Fraud Operations & Risk Management

• Manage multiple fraud functions while balancing fraud prevention, customer experience, productivity, operational efficiency, and compliance obligations.
• Monitor fraud trends, attack patterns, customer behavior, operational risks, and control effectiveness.
• Identify systemic vulnerabilities, emerging fraud threats, and operational risks requiring strategic intervention.
• Ensure adherence to fraud controls, policies, procedures, governance standards, and regulatory requirements.
• Drive risk mitigation efforts and operational improvements across assigned areas.

Analytics & Operational Excellence

• Leverage operational reporting, dashboards, fraud intelligence, and performance analytics to drive business decisions.
• Analyze fraud performance, AI effectiveness, customer outcomes, and operational metrics to identify improvement opportunities.
• Drive large-scale initiatives that improve fraud detection, decision accuracy, operational efficiency, and workforce effectiveness.
• Translate operational insights into strategic recommendations for senior leadership.

Technology & Digital Fluency

• Demonstrate advanced proficiency utilizing fraud platforms, AI-enabled investigation tools, machine learning-assisted workflows, reporting systems, and case management technologies.
• Drive adoption of emerging fraud technologies, automation strategies, advanced analytics, and AI capabilities.
• Identify opportunities to improve operational effectiveness through technology transformation.
• Partner with technology organizations to influence future-state fraud platforms and operational workflows.

Communication & Organizational Influence

• Influence decision-making across Fraud Operations, Fraud Strategy, Analytics, Risk, Compliance, Technology, Customer Experience, and Operations teams.
• Communicate operational risks, fraud intelligence, AI performance trends, and strategic recommendations to leadership.
• Build strong business partnerships that drive enterprise fraud prevention and operational effectiveness.

Innovation & Continuous Improvement

• Lead initiatives focused on fraud prevention, AI optimization, process improvement, and operational transformation.
• Identify opportunities to improve fraud controls, investigative quality, and customer outcomes.
• Champion innovation and organizational readiness for evolving fraud threats and emerging technologies.

Risk & Control Ownership

• Ensure strong execution of fraud controls, governance standards, and risk management practices.
• Identify and escalate significant operational, fraud, compliance, and AI-related risks.
• Support audits, regulatory reviews, governance activities, and remediation initiatives.
• Drive continuous improvement of the control environment.

Qualifications

• Bachelor's degree in Business, Finance, Criminal Justice, Risk Management, Analytics, Data Science, Information Systems, or a related field; equivalent experience may be considered.
• 5+ years of experience in fraud operations, financial crimes, fraud strategy, investigations, risk management, analytics, financial services, or a related discipline.
• 3+ years of leadership experience managing supervisors, managers, team leads, or multiple operational functions.
• Demonstrated success leading multiple fraud teams while balancing fraud risk, customer experience, operational performance, and business objectives.
• Strong analytical, investigative, and critical-thinking capabilities with experience identifying fraud trends, systemic risks, and operational vulnerabilities.
• Advanced proficiency utilizing AI-enabled investigation platforms, fraud detection systems, machine learning-driven insights, and automated decision-support technologies.
• Experience evaluating AI performance, validating model outcomes, identifying automation gaps, and driving AI improvement initiatives.
• Strong understanding of fraud controls, regulatory requirements, operational risk management, and responsible AI practices.
• Effective communication, stakeholder management, organizational leadership, and change management skills.

Success Profile

• Leads a high-performing teams that consistently deliver accurate, risk-based fraud decisions.
• Drives measurable improvements in fraud detection effectiveness, AI performance, operational efficiency, and customer outcomes.
• Successfully integrates AI, analytics, and human judgment to improve decision quality and investigative effectiveness.
• Identifies systemic fraud risks, operational vulnerabilities, and AI performance issues before they materially affect the business.
• Develops leaders and strengthens organizational capability across multiple operational functions.
• Serves as a trusted business partner influencing fraud strategy, technology adoption, and future-state operating models.