Senior Manager, Fraud Investigations

The role:

We are seeking a talented and self-motivated Senior Manager to assist in leading our Fraud Investigations team. This Senior Manager will work closely with other fraud leadership to facilitate operational excellence. The Senior Manager, Fraud Investigations will be responsible for overseeing Fraud Managers and teams that are conducting independent reviews and analysis of potential fraudulent activity. The role will drive execution plans across different products to ensure consistent Member experience while meeting Investigation standards. You will partner with other Fraud Operation teams, AML, Legal and Compliance teams to drive operations excellence in the first line of defense in the fraud prevention domain. 

What you’ll do:

• Manage teams of speciality Fraud Managers and Investigators to ensure determinations are appropriate, fully supported, and clearly documented, for fraud cases


• Provides ongoing mentoring, coaching, and counseling to Fraud Managers and Investigators to drive production and quality goal achievement


• Work closely with Fraud Managers and Investigators to identify training needs, performance gaps, project process improvement, and provide recommendations to leadership


• Collaborate with Senior Management related to ongoing projects to further enhance process improvements and special projects


• Lead and coach Fraud Managers and Fraud Investigators on productivity while driving accountability and efficacy.


• Develop and implement SOPs for new processes


• Partner with Learning and Development on fraud training curriculums 


• Partner with workforce management to balance cost and capacity to meet established SLAs


• Identify opportunities for financial recovery through other financial institutions or law enforcement


• Be a strong advocate of change within the organization

What you’ll need:

• 8+ years of fraud leadership experience  


• Ability to implement and iterate on Fraud Investigation SOPs, identify and incorporate automation tools to enhance Investigators efficacy and efficiency, and drive accountability


• Subject matter expert for Fraud Prevention and Investigation – including process, processes, controls, and KPIs


• Demonstrate ability to lead a team


• Knowledge of banking compliance trends, rules, and regulations


• Excellent organizational skills


• Excellent written and verbal communication and presentation skills 


• Analytical and problem-solving skills 

Nice to haves:

• Experience in managing multiple fraud teams 


• A CFE or similar industry designation