Fraud Operations Team Lead
Leads a player-coach fraud operations team, balancing complex casework with coaching, performance management, investigations, and process improvement. Requires 6+ years in fraud or financial crime operations, leadership experience, data-driven decision-making, and English-Spanish fluency.
About the job
Responsibilities
- Lead, coach, and develop a team of Operations Associates through regular 1:1s, performance conversations, and structured goal-setting aligned with organizational priorities.
- Monitor and report on team performance against KPIs, managing capacity, scheduling, and workload distribution across queues and channels.
- Dedicate approximately 40% of time to core casework, including complex, high-risk escalations and quality reviews.
- Serve as a subject matter expert in Risk and Fraud Operations, guiding investigations to protect the business, brand, and mission.
- Lead root cause analyses on complex operational challenges, using data to identify trends, surface gaps, and drive improvements.
- Develop sustainable solutions to systemic issues and present data-backed recommendations to leadership.
- Build and maintain cross-functional relationships across the Risk organization, representing team priorities in strategic forums.
- Support recruitment, hiring, and onboarding while fostering an inclusive, high-performing team culture.
- Advocate for product and process improvements that deliver lasting operational impact.
- Champion company-building initiatives, mentor future leaders, and model organizational principles in decision-making.
Requirements
- 6+ years of experience in Fraud Operations, Fraud Strategy, or Financial Crime Operations.
- Experience coaching and leading operations teams, with a track record of managing and improving performance.
- Experience mentoring others and delivering constructive, growth-oriented feedback.
- Ability to use data to drive operational decisions and deliver weekly and monthly business metrics and reporting.
- Subject matter expertise in Risk Operations.
- Ability to work cross-functionally to deliver results and build strong partnerships.
- Strong planning, prioritization, and time management skills.
- Excellent written and verbal communication skills.
- Fluency in English and Spanish.
Nice-to-haves
- Knowledge of risk reviews, policy and compliance operations, and fraud detection tools.
- Experience managing risk events and identifying at-risk scenarios within operational systems.
- Experience leading or contributing to cross-departmental or transformational initiatives.
- Familiarity with Jira and incident management workflows.
Skills
Fraud Operations, Fraud Strategy, Financial Crime Operations, Risk Operations, Fraud Detection, Jira, Incident Management, Data Analysis, Kpi Reporting, Root Cause Analysis, Team Leadership, Cross-Functional Collaboration
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