Overview:

Responsible for developing and executing plans to defend the bank and our clients from fraud losses associated with the bank’s payment rails, products, and tools.  Serves as the central point of accountability for aligning bank resources across the enterprise to help Commercial and Business Banking clients mitigate their exposure to fraud.  Aligns closely with Product Managers, Operations, and IT partners to drive the investment in, and delivery of, highly effective fraud mitigation product and tools for our clients.  Continuously assesses the condition of our fraud mitigation program* and deliver fact-based recommendations for improvements and refinements.

Primary Responsibilities:

The Senior Fraud Product Manager is accountable to drive the following key outcomes:

• improve client experience 
• reduce fraud losses
• enhance and grow fraud product revenue 
• ensure that our processes, policies, and capabilities are consistent with evolving industry norms and standards

Clarifying Responsibilities:

• Establish an enterprise view of our fraud control investment portfolio and roadmap by coordinating with Product, IT (including Cyber Security, application owners, and agile teams), Operations (including Financial Crimes), and business leaders.  Effectively advocate for appropriate investments to address weaknesses and establish a best-in-class fraud defense program.
• Play the leading role in defining and delivering client authentication capabilities for all client interactions that are both effective and market-competitive.
• Develop educational programs and communications that will keep all Commercial and Business Banking clients, front line teams, and support teams well-informed on fraud trends, risk mitigation techniques, and changes in bank processes and policies that will help mitigate fraud.
• Act as point of escalation when fraud events occur to coordinate communications and action steps between clients, relationship teams, and support teams (including Legal, Financial Crimes, and service teams).  Ensure that the teams’ responses are consistent with bank guidance, delivered with appropriate urgency and efficiency, and inspire confidence in our clients.  Work with these teams to improve internal processes associated with the execution and tracking of fraud events, including investigations, claims, and coordination of activities.
• Coordinate with Legal, Financial Crimes, and Cyber Security to establish bank guidelines for information sharing and messaging with clients.
• Develop comprehensive fraud reporting requirements that provide insight into fraud trends and risks at the bank.

Education and Experience Required:

• Bachelor’s degree and a minimum of 10 years’ proven fraud, product management, financial, operations and/or project management experience, OR in lieu of a degree, a combined minimum of 14 years’ higher education and/or work experience, including a minimum of 10 years’ proven marketing, product management, financial, operations and/or project management experience.
• Detailed understanding of bank payment systems, payment products, and digital channels
• Strong understanding of, and experience with, the legal and regulatory compliance standards that apply to payments fraud
• Experience with technology tools focused on authentication and fraud prevention, including those associated with account takeover prevention
• Ability to navigate and create cohesion among Business, Operations, IT, Risk, and Legal teams to deliver improvements to client capabilities, enabling infrastructure, and operating processes
• Ability to establish consensus among stakeholders on a target strategic end-state, and to lead those stakeholders on a path to deliver it with concrete, actionable milestones
• Demonstrated ability to communicate ideas and recommendations effectively in both business and technical language with clients, bank partners, and executive leadership
• Experience incorporating client feedback into decision-making

*M&T’s Fraud Mitigation Program for Commercial and Business Banking includes:

• Internal prevention and detection tools
• Fraud control products which M&T offers to our clients (eg, Positive Pay)
• Fraud education programs for clients and internal colleagues
• Processes and playbooks to manage the bank’s response to fraud incidents from the point of discovery through resolution
• Reporting and analysis of fraud incidents, and the distribution of such to executive leadership

Location