Fraud Operations Manager
New
I
ImprintFinTech
RemoteFull-TimeManager
Salary$150K - $200K
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Job Details
- Required Skills
- People ManagementComplianceQuality Assurance
Requirements
- Experience owning fraud or dispute operations in a regulated consumer credit or banking environment
- Demonstrated experience managing an outsourced/BPO workforce — including vendor QA, scorecards, and performance accountability
- Has written SOPs and obtained compliance approval for them in a compliance-gated process
- Proven people management experience, including direct oversight of team leads or frontline operations staff
- Owns outcomes without being prompted — closes the loop, follows through, and brings solutions alongside problems
- Direct communicator with both vendors and internal peers
Responsibilities
- Own full-cycle people management for fraud operations, including team leads, internal specialists, and BPO vendor workforce
- Drive SOP development, gap identification, and compliance approval processes to ensure all procedures are documented, current, and bank-approved
- Manage the BPO relationship — maintain QA scorecards, hold vendors accountable to performance standards, and coach vendor agents directly
- Partner with fraud strategy on workflow changes and emerging fraud trends without acting as a blocker
- Serve as the escalation backstop for fraud operations issues and always bring a recommendation when raising a problem
- Balance fraud prevention with user experience — treat false positives as a real cost, not just a fraud metric
- Use data and operational insight to identify bottlenecks and drive process improvements
- Build systems and processes that scale with rapid team growth
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