Associate Director overseeing IT Operations for the New York Public Library, modernizing endpoint environments and leading teams in technology solutions.
About the role
- Fraud Operations Manager leading a team responsible for fraud prevention and regulatory compliance in financial services. Focused on establishing a scalable fraud contact center and improving fraud investigation processes.
Responsibilities
- Lead a high-performing fraud operations functions to protect customers and minimize fraud losses
- Establish and scale a customer and employee-facing fraud contact center
- Implement fraud triage and investigation processes and procedures
- Set performance expectations and monitoring frameworks
- Partner with Fraud Governance, Fraud Technology, and cross-functional business partners
- Provide coaching, performance management, and professional development for the team
Requirements
- Bachelor's degree or higher preferred
- Minimum of 10 years’ work experience in contact center, preferably in banking or financial services, with 5+ years’ experience handling fraud or related investigations
- Strong background in contact center leadership
- Knowledge of banking systems and processes, regulations and guidelines related to fraud
- Experienced in handling competing priorities, managing concurrent tasks and initiatives in a fast-paced environment
- Works independently with minimal oversight, taking full ownership of deliverables
- Collaborates effectively with colleagues across the institution
- Excellent analytical, communication, and problem-solving skills
- Strong understanding of fraud typologies, fraud operations, and fraud technology platforms
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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