Fraud Operations Manager

The role

You run the first line against fraud. Every rule based alert, and every customer who reports a transaction they do not recognize, comes to the team you lead, and how accurately they close or escalate it decides whether fraud is stopped or let through. You do it while protecting the one thing that makes detection work: analysts act on alerts without ever seeing the rule logic behind them.

What you'll do

Run the processing of rule based L1 fraud alerts, ensuring each one is accurately closed or escalated

Oversee the intake of customer reported fraud and unrecognized transaction disputes

Make sure L2 cases are documented and routed to the Anti-Fraud Risk Unit with complete case files

Hold strict information separation, so analysts act on alerts without visibility of the fraud rule logic

Monitor team productivity, quality and SLA adherence, and coach against the standard

Work with the Fraud Investigation Manager, the Anti-Fraud Risk Unit and technology to keep first line controls sharp

What we're looking for

5 to 8 years in fraud operations within a bank or fintech

A solid grasp of fraud typologies, alert triage and escalation frameworks

Experience managing first line fraud teams with clear controls awareness

Familiarity with fraud management systems and alert workflow tools

A strong instinct for control integrity, and why analysts must never see the detection logic

You'll thrive here if you

You believe the integrity of the detection logic is worth protecting even when it slows a case down

You can tell a real fraud pattern from noise, and you teach your team to as well

You treat every false closure as a gap to fix, not a number to accept

You want to build the first line that stops fraud before a customer ever feels it