Senior Fraud Operations Manager

What You'll Do

• Fraud Investigation & Mitigation
• Oversee daily monitoring of fraud and operational metrics to identify and react to emerging fraud trends.
• Lead the customer fraud reporting and investigation lifecycle, managing the intake and prioritization of all customer-reported fraud claims (e.g., account takeovers, scams, unauthorized withdrawals). This includes coordinating the swift, high-quality investigation response and developing protocols for extracting critical intelligence from customer-reported data to fuel proactive detection strategies.
• Lead and conduct complex fraud investigations, from initial detection through to resolution.
• Develop and implement new fraud controls, rules, and procedures to mitigate risk and reduce fraud losses.
• Drive operational excellence by refining investigation workflows and standardizing processes.
Global & Cross-Functional Collaboration
• Work closely with product, engineering, and data analytics teams to translate operational insights into scalable fraud prevention solutions.
• Collaborate with customer support and compliance teams to ensure a seamless and customer-centric approach to fraud escalations.
• Serve as the primary point of contact for fraud-related concerns, communicating findings and recommendations to key stakeholders.
• Coordinate with global counterparts to share intelligence, align on best practices, and ensure consistent fraud controls across all markets.
• Must be able and willing to work at least two hours during East Coast US business hours three days a week to ensure effective communication and collaboration with global teams.
People Management & Team Building
• Recruit, train, and mentor a team of India-based fraud operations specialists and investigators.
• Manage global fraud operations teams and set high standards of operational excellence, consistency across markets, and escalation paths.
• Conduct regular one-on-ones, performance reviews, and career development discussions.
• Build a strong, collaborative team culture focused on continuous improvement and shared objectives.
• Ensure adequate fraud support and coverage by providing management oversight for markets outside of their primary responsibility when needed.

What You'll Bring

• 5+ years experience as a Senior Manager in a fraud or risk operations role in financial services or a related field within the fintech or digital lending industry. 
• Experience identifying issues, analyzing root causes, and implementing effective solutions to improve global team efficiency and reduce fraud losses. 
• Expertise in developing, documenting, and enforcing fraud prevention runbooks and processes. This includes a strong understanding of how to optimize workflows for efficiency and accuracy, run effective quality programs, and a deep understanding of manual review techniques during the full customer lifecycle to identify suspicious patterns.
• Proven track record of recognizing fraud trends and properly escalating material fraud trends to leaders and peers in a timely manner. Ability to analyze data using existing tools to confirm fraud, identify trends, and measure the effectiveness of fraud controls
• Direct experience communicating with fraud-impacted customers by email and ability to manage a team responding to customer fraud complaints, ensure quality, and service level agreements
• Expertise in local languages of the markets being served by the role
• Deep understanding of financial fraud typologies specific to fintech and small loan lending, such as identity theft, account takeover, synthetic identity fraud, and first-party default.
• Experience in case management and conducting thorough fraud investigations.
• Familiarity with the fraud lifecycle, from prevention and detection to investigation and recovery.