Fraud Operations Manager

Job Summary

Owning the day-to-day operations of the fraud operations team, the full-time remote Fraud Operations Manager will manage people, ensure compliance and quality, and oversee vendor performance while driving process improvements and team growth.

Key responsibilities

• Oversee full-cycle people management for fraud operations, including internal specialists and BPO vendor workforce
• Drive the development of standard operating procedures (SOPs), identifying gaps and ensuring compliance approval
• Manage the BPO relationship, maintain quality assurance scorecards, and coach vendor agents directly

Required qualifications

• Experience in fraud or dispute operations within a regulated consumer credit or banking environment
• Demonstrated experience managing an outsourced/BPO workforce, including vendor performance accountability
• Proven track record of writing SOPs and obtaining compliance approval
• Experience in people management with direct oversight of team leads or frontline staff
• Ability to communicate directly and effectively with both vendors and internal peers