Head of Fraud Operations

Job Summary:

We are seeking a seasoned and proactive Fraud Operations Lead to oversee and strengthen the fraud risk management framework of our digital bank. This leadership role is responsible for managing real-time and post-transaction fraud detection, coordinating investigations, enhancing system rules, and collaborating across teams to mitigate fraud risks. The ideal candidate will bring strategic insight, hands-on fraud operations experience, and a passion for protecting the bank and its customers.

Key Responsibilities:

1. Monitoring and investigation:

• Oversee transaction and account activity monitoring using specialized fraud detection platforms.

• Review fraud alerts, investigate suspicious activities, and identify fraudulent behavior based on customer behavior, transaction patterns, and system signals.

• Ensure timely and accurate classification and escalation of high/medium/low-risk fraud cases.

2. Technical proficiency and data analysis:

• Lead the fraud monitoring rule configuration and testing (UAT), including review, customization, and post-go-live tuning.

• Work with vendors and internal stakeholders to ensure alignment on fraud detection logic, system integration, and performance optimization.

• Continuously analyze the performance of fraud detection tools and recommend data-driven enhancements to improve their efficiency and effectiveness.

• Leverage data analysis techniques to identify patterns, anomalies, and trends in fraud cases to enhance detection and prevention efforts.

• Use data visualization tools to create dashboards and reports that provide actionable insights for fraud operations and decision-making.

• Provide expertise in data interpretation to support automation initiatives,focusing on reducing manual intervention in fraud case investigations.

3. Team & Process Management

• Define the fraud operation SOPs, train and guide junior fraud ops team members; assign backups and ensure system capability knowledge transfer.

• Contribute to resource planning and team development.

4. Collaboration and communication:

• Communicate findings effectively and escalate potential fraud cases to the appropriate stakeholders, including Compliance, Risk Management, and Law Enforcement, as necessary.

• Collaborate closely with internal teams, such as Customer Service and IT, to address and resolve fraud-related issues promptly.

• Liaise with internal teams to manage fraud issues swiftly and thoroughly.Report and escalate complex fraud cases to Compliance or authorities when required.

5. Others

• Maintain accurate and detailed records of fraud cases, investigations, actions taken, and outcomes in compliance with regulatory standards.

• Provide support during audits, regulatory examinations, and fraud-related inquiries by preparing documentation and responding to inquiries as required.

Qualifications:

• Bachelor's degree in Finance, Business Administration, Criminal Justice, or a related field.

• At least 7-10 years of experience in fraud prevention, detection, and investigation within the banking or financial services industry, with a strong understanding of banking operations.

• In-depth knowledge of fraud typologies, detection techniques, and industry best practices. Familiarity with fraud prevention tools, software, and analytics platforms.

• Strong analytical and problem-solving skills, with the ability to interpret complex data and trends to make informed decisions.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external stakeholders.

Competencies:

• High level of integrity and ethical standards.

• Strong organizational and time management skills.

• Ability to handle multiple tasks and meet deadlines.

• Inquisitive and curious, with a passion for technology and data.

• Keen interest in investigative processes and case building.

• Proactive and self-motivated with a continuous improvement mindset.