Fraud & Claims Operation Associate Manager - Detection Assurance Program (DAP)

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Associate Manager to support the Detection Assurance Program (DAP). This role will provide leadership and oversight for a back-office operation responsible for secondary risk reviews of fraud detection cases, helping ensure appropriate actions are taken in accordance with established Detection Operations policies and procedures.

The role will lead team performance across productivity and quality measures, including process and regulatory accuracy, while supporting internal reviews, issue identification, corrective actions, remediation, and continuous improvement.

In this role, you will:

• Supervise a team of specialists within a fraud and claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims
• Identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer service
• Make supervisory decisions and resolve issues related to work distribution under direction of fraud and claims management
• Leverage interpretation of internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulations
• Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues
• Interact directly with fraud and claims management to develop and implement functional area policies or procedures, and to provide exceptional customer experience
• Manage allocation of people and financial resources for Fraud and Claims Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ years of Financial Services, Fraud, or Investigation experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years Leadership experience

Desired Qualifications:

• Demonstrated people management experience in a formal managerial capacity, with direct responsibility for leading, coaching, developing, and managing the performance of employees.
• Alternatively, strong Detection Operations experience in a people-leadership role.
• Experience in fraud detection, fraud operations, claims, risk, or quality assurance.
• Strong understanding of operational controls, procedures, quality, and risk management.
• Experience managing productivity, quality, and operational performance.
• Demonstrated ability to identify performance or process gaps and drive corrective actions.
• Strong decision-making, problem-solving, and escalation-management skills.
• Ability to provide clear coaching and feedback and hold employees accountable for performance.

Job Expectations:

• Must be amenable to working 11:00 PM to 8:00 AM (Manila time),
• Monday to Friday.
• Must be flexible to observe applicable holidays based on business and operational requirements.
• Must be amenable to a hybrid work arrangement of three days onsite and two days remote per week, or full onsite, based on business requirements.
• Work location: McKinley, Taguig.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.