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Position Overview
We are recruiting for a senior Fraud Strategy and Operations Leader with divisional-wide responsibility for comprehensive fraud prevention, detection, and resolution operations across consumer credit cards, debit cards, small business and commercial cards, and consumer lending. This role oversees an organization of 250+ employees across critical functions including fraud strategy, rule writing, investigations, fraud and disputes call center operations, high-risk account management, and product ownership for authorization and fraud detection systems. The position leads 5–6 Director-level reports and manages a $20MM+ annual budget with significant impact on fraud loss reduction and fraud prevention savings.

 

Primary Responsibilities

Strategic Leadership and Organizational Management

  • Develop and execute an enterprise fraud prevention strategy aligned with overall business objectives for cards and lending portfolios.

  • Present fraud trends, strategies, and performance to executive leadership, key enterprise stakeholders, and relevant board or risk committees.

  • Establish fraud risk appetite in collaboration with Executive and Senior Leadership, including Risk, Compliance, Technology, and Information Security partners.

  • Lead and develop a team of 5–6 Directors overseeing 250+ employees, fostering a culture of accountability, innovation, and continuous improvement.

  • Drive talent development, succession planning, and organizational design to optimize efficiency and effectiveness.

  • Manage a multimillion-dollar departmental operating budget, justify investments, and evaluate ROI on fraud prevention tools and technologies.

  • Track fraud losses and fraud prevention savings to demonstrate value and inform strategic decisions.

Fraud Operations and Execution

Rule Writing and Detection Strategy

  • Oversee development and optimization of sophisticated fraud detection rules, processes, and procedures across portfolios and transactional channels.

  • Ensure detection strategies balance fraud prevention with customer experience across card and lending products.

  • Monitor industry trends and incorporate best practices into detection strategies.

  • Establish governance frameworks for rule management, testing, and performance monitoring.

Investigations Management

  • Provide executive oversight of fraud investigation operations, workflows, and resource allocation.

  • Review complex, high-dollar, or sensitive fraud cases, particularly for unsecured consumer loans and high-risk accounts.

  • Coordinate with Risk, Legal, Compliance, and Law Enforcement on major cases.

  • Ensure regulatory compliance with dispute resolution timeframes and requirements.

  • Drive process improvements to reduce cycle time, improve accuracy, and enhance investigative outcomes.

Fraud and Disputes Call Center Operations

  • Oversee inbound and outbound call center operations handling fraud alerts, customer disputes, and resolution activities.

  • Set performance standards, service levels, and quality metrics for fraud and disputes servicing.

  • Implement workforce management strategies to optimize staffing and efficiency.

  • Drive customer satisfaction initiatives while maintaining strong fraud prevention effectiveness.

Third-Party Fraud Management

  • Develop comprehensive strategies to identify and mitigate third-party fraud, including identity theft, account takeover, synthetic identity, and card-not-present fraud.

  • Establish risk assessment frameworks and early warning indicators.

  • Participate in fraud consortiums and industry working groups to drive external collaboration and benchmark emerging threats.

  • Track and report fraud trends, losses, and mitigation effectiveness.

Technology and Innovation

  • Oversee complex fraud and disputes detection and case management platforms supporting customer authentication, validation, channel intake, and dispute processing.

  • Serve as executive product owner for authorization and fraud detection systems.

  • Define long-term system strategy and technology roadmap in partnership with technology and analytics leadership.

  • Partner with analytics teams to leverage advanced technologies including machine learning, AI, and predictive modeling.

  • Manage vendor relationships for fraud technology platforms and third-party partnerships.

  • Drive digital transformation initiatives to enhance fraud prevention capabilities and operational scalability.

  • Lead innovation in fraud detection and prevention methodologies to stay ahead of emerging fraud schemes; strong understanding of machine learning and AI concepts is a plus.

 

Key Qualifications

Required Experience

  • 10+ years of progressive experience in financial services and fraud management for credit and debit card products.

  • 7+ years in a leadership role, with at least 3+ years managing multi-layered teams and senior leaders.

  • Proven track record managing large, multi-functional fraud operations teams.

  • Deep knowledge of fraud detection technologies, methodologies, and industry trends.

  • Strong understanding of authorization systems and fraud platforms.

  • Solid background in regulatory requirements related to fraud and disputes.

  • General knowledge of card payment networks and their standards.

  • Proficiency in data analytics and business intelligence methods.

Leadership Competencies

  • Executive-level strategic planning and execution across complex fraud portfolios.

  • Large-scale organizational management and development.

  • Ability to lead through multiple layers of leadership and influence cross-functional stakeholders.

  • Strong executive communication and presentation skills.

  • Budget management expertise for large operational departments.

  • Commitment to talent development and succession planning.

  • Experience driving change management and organizational transformation.

  • Demonstrated success in crisis management and decision-making under pressure.