Fraud Operations Manager

Job Summary

Building and managing the fraud operations workflow, the full-time Fraud Operations Manager will oversee case management, team performance, and operational standards in a remote environment while driving improvements in fraud detection and prevention.

Key responsibilities

• Build and manage the end-to-end fraud operations workflow, including investigation processes and documentation standards
• Manage, coach, and develop a team of Fraud Analysts, ensuring high investigative standards and effective workload allocation
• Establish operational SLAs and metrics to maintain case quality, productivity standards, and effective performance management of BPO partners

Required qualifications

• 7+ years of hands-on experience in fraud, financial crimes, or risk management, preferably in fintech or high-growth technology environments
• 3+ years of direct people management experience, specifically managing fraud investigators or analysts
• Demonstrated experience in building fraud operations workflows and investigation processes from the ground up
• Deep knowledge of common fraud typologies, including account takeover and payment fraud
• Experience managing high-volume operational queues with defined metrics and quality assurance processes