Fraud Operations Manager
Own day-to-day fraud operations across internal specialists, team leads, and an outsourced BPO workforce in a regulated consumer credit environment. The role focuses on people management, SOP and compliance processes, vendor QA, escalation management, and scalable operational improvements.
About the job
Responsibilities
- Own full-cycle people management for fraud operations, including team leads, internal specialists, and BPO vendor workforce.
- Drive SOP development, gap identification, and compliance approval processes to ensure procedures are documented, current, and bank-approved.
- Manage the BPO relationship, including QA scorecards, vendor performance accountability, and direct coaching of vendor agents.
- Partner with fraud strategy on workflow changes and emerging fraud trends.
- Serve as the escalation backstop for fraud operations issues and provide recommendations when raising problems.
- Balance fraud prevention with user experience, treating false positives as a real cost.
- Use data and operational insight to identify bottlenecks and drive process improvements.
- Build systems and processes that scale with rapid team growth.
First 90 Days
- Establish structured coaching, guidance, and feedback for team leads, with productivity and QA measurements actively tracked.
- Identify and document SOP gaps and establish a path to bank compliance sign-off.
- Maintain an accurate BPO QA scorecard measuring vendor performance against defined standards.
- Improve consistency across the BPO agents and internal specialists.
- Become a trusted escalation point for fraud operations.
Requirements
- Experience owning fraud or dispute operations in a regulated consumer credit or banking environment.
- Experience managing an outsourced or BPO workforce, including vendor QA, scorecards, and performance accountability.
- Experience writing SOPs and obtaining compliance approval through a compliance-gated process.
- People management experience, including direct oversight of team leads or frontline operations staff.
- Demonstrated ownership, follow-through, and solution-oriented problem solving.
- Strong direct communication skills with vendors and internal stakeholders.
Nice-to-Haves
- Familiarity with transaction fraud monitoring platforms such as Sardine.
- Experience with application decisioning and KYC processes.
- Proficiency with ticketing and workflow tools such as Zendesk.
- Ability to build analytical views using SQL, Sigma, or data visualization tools.
- Workforce management experience.
- Experience designing written processes, including SOPs, escalation processes, and QA sampling plans.
Compensation & Benefits
- Competitive compensation and equity packages.
- Flexible paid time off.
- Fully covered healthcare, including dependent coverage.
- Access to One Medical and an optional FSA.
- 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents.
- Choice of high-quality work computer.
- Access to industry-leading technology across business units.
Skills
Fraud Operations, Dispute Operations, Bpo Management, Vendor Management, Sop Development, Quality Assurance, Compliance, Fraud Monitoring, Kyc, Zendesk, SQL, Sigma, Workforce Management, Process Improvement, People Management
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