01Responsibilities
Manage day-to-day fraud operations across one or more functional areas such as alert monitoring, fraud investigations, claims handling, account takeovers, payment fraud, and case resolution. Lead team leaders and frontline staff to deliver against productivity, SLA, quality, and customer outcome targets in a high-volume operational environment. Review queue health, capacity, staffing coverage, and daily operational risks, and take timely actions to address backlogs, aging, fraud spikes, and escalations. Provide leadership on complex or high-risk fraud cases, including policy interpretation, financial impact assessment, customer remediation, and loss mitigation decisions. Ensure adherence to internal controls, client procedures, audit requirements, and applicable US regulations including Reg E and Reg Z across all fraud operations activities. Drive quality improvements through calibration reviews, error trend analysis, coaching interventions, and reinforcement of risk-based decisioning standards. Partner with quality, training, workforce management, fraud strategy, and client stakeholders to implement process changes, SOP updates, and operational controls. Prepare and present operational reviews covering fraud trends, productivity, quality performance, loss themes, escalations, and improvement actions. Support hiring, onboarding, performance management, succession planning, and capability development for team leaders and analysts. Identify opportunities for automation, workflow redesign, and continuous improvement to improve fraud detection effectiveness, reduce losses, and enhance operational scalability.
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