Description

You will lead and scale the fraud prevention, investigation, and disputes operation, owning team performance, case quality, and continuous improvement. You'll work with Risk, Compliance, Legal, and Product to reduce fraud losses and improve customer protection.

Requirements

• 6+ years in fraud operations, investigations, or disputes in fintech/banking/payments
• 3+ years of leadership experience managing teams and operational performance
• Strong knowledge of fraud investigation, disputes handling, and fraud prevention controls
• Proven experience managing KPIs such as SLA, productivity, quality, backlog
• Strong analytical and problem-solving skills

Responsibilities

• Lead daily performance of Antifraud Disputes operation, ensuring timely and accurate case handling
• Manage and develop coordinators and analysts, providing coaching and feedback
• Oversee fraud investigations and disputes resolution with proper documentation
• Monitor operational KPIs: fraud losses, turnaround times, backlog, productivity, quality, SLA
• Analyze fraud and dispute trends to identify root causes and improvement opportunities