Fraud Operations Manager
Leads Stripe’s Bengaluru Fraud Operations Center, managing managers and senior investigators while owning fraud investigations, operational metrics, quality, staffing, tooling, and process improvement. Requires substantial people-management experience and expertise in fraud, risk, payments, or investigations operations.
About the job
Responsibilities
- Lead the Bangalore Fraud Operations Center by managing team leads and senior associates, setting expectations, coaching performance, and building a high-judgment culture.
- Own core and complex fraud investigations, including escalations and time-sensitive incident response with global Fraud and Risk stakeholders.
- Establish operating processes covering goals, team cadences, SOPs, change management, queue health, SLAs, quality assurance, calibration, and readiness for new products and markets.
- Define and represent operational and risk metrics through dashboards and recurring readouts, translating data into priorities.
- Drive continuous improvement through root-cause analysis, defect reduction, policy adherence, and consistency across reviewers and teams.
- Partner with Risk teams to evolve fraud tooling and manual and automated workflows, including safe rollout and measurement of changes.
- Support outsourcing by identifying transition candidates, standardizing handoffs, and supporting training.
- Own staffing models, capacity planning, scheduling, hiring plans, onboarding, and training strategy.
- Regularly review cases, support frontline judgment, and ensure feedback loops produce measurable improvements.
- Partner with recruiting on role profiles, interview loops, and hiring decisions.
- Own career development, succession planning, team health, and engagement.
- Build a culture grounded in transparency, empathy, inclusion, empowerment, and user-centricity.
Requirements
- Experience leading cross-functional initiatives and driving change through ambiguity, including workflows for new products, markets, or emerging fraud patterns.
- Experience leading fraud, risk, trust and safety, or investigations operations in a high-scale environment, including managing managers and team leads.
- Ability to partner with globally distributed stakeholders and lead internal teams and vendors.
- Proven ability to define and operationalize metrics such as accuracy, quality, SLAs, throughput, loss outcomes, appeals, rework, and user friction.
- Comfort working across detection systems and manual and automated actioning systems, translating operational needs into product and engineering requirements.
- Strong operational background, including new process launches, service delivery, and operating-model development.
- Excellent written and verbal communication skills in English, including operational reviews and high-pressure escalations.
- Credibility performing the core work of a user-facing team with a high bar for quality and a willingness to lead by example.
- 7+ years of direct people management experience, including performance management, coaching, and mentoring.
- Experience with payments, risk, compliance, or financial industry operations.
Nice-to-haves
- Experience running an operations center, including capacity planning, scheduling, queue management, performance management, and quality programs.
- Strong fraud-domain expertise across investigation workflows, risk vectors, and decision frameworks.
- Experience scaling or transforming fraud review operations through process redesign, tooling improvements, and vendor partnerships.
- Experience with payments risk, including CNP and card testing, account takeover, merchant fraud, and transaction fraud.
- Strong analytics proficiency, including dashboard ownership and direct data querying.
- Experience partnering deeply with data science and engineering.
- Experience operating in a global, follow-the-sun model across time zones.
Skills
Fraud Investigations, Risk Operations, Trust And Safety, People Management, Capacity Planning, Quality Assurance, Root Cause Analysis, Dashboarding, Data Analysis, Process Improvement, Vendor Management, Payments Risk, Incident Response, Change Management, SQL
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