Fraud Operations Manager
New
J
JobgetherFinancial Services
Our partner is looking for a Fraud Operations Manager based in the United States.Full-TimeManager
SalaryCompetitive compensation package with equity opportunities.
Apply NowOpens the employer's application page
Job Details
- Required Skills
- SQLData AnalysisPeople ManagementComplianceZendesk
Requirements
- Proven experience managing fraud or dispute operations within a regulated consumer credit, banking, or comparable financial services environment.
- Demonstrated experience managing an outsourced or BPO workforce, including vendor QA, performance scorecards, coaching, and accountability.
- Hands-on experience writing and maintaining standard operating procedures and successfully navigating compliance approval processes.
- Previous people management experience, including direct oversight of team leads, specialists, or frontline operations teams.
- Strong ownership mindset with a demonstrated ability to follow through, close operational gaps, and proactively solve problems.
- Clear, direct, and effective communication skills when working with internal stakeholders, vendors, and frontline teams.
- Strong operational judgment and the ability to make thoughtful decisions in fast-moving and evolving environments.
- Data-driven approach to identifying performance trends, operational bottlenecks, and opportunities for improvement.
Responsibilities
- Own full-cycle people management for fraud operations, including team leads, internal specialists, and outsourced BPO personnel.
- Establish structured coaching, feedback, productivity tracking, and quality management practices to improve team performance.
- Manage the BPO relationship, including vendor performance, QA scorecards, service standards, coaching, and accountability.
- Maintain accurate and effective vendor QA frameworks that measure performance against clearly defined operational standards.
- Lead SOP development and maintenance, identifying process gaps and ensuring procedures are properly documented and routed through required compliance approvals.
- Partner with fraud strategy teams on workflow changes, emerging fraud trends, and operational enhancements.
- Serve as a key escalation point for fraud operations issues, assessing problems and bringing clear recommendations and solutions.
- Use operational data and team insights to identify bottlenecks, inconsistencies, and opportunities for process improvement.
- Build scalable systems, workflows, and processes that can support rapid growth in fraud operations.
- Balance fraud prevention objectives with customer experience, recognizing and minimizing the operational cost of unnecessary false positives.
View Full Description & ApplyYou'll be redirected to the employer's site
