Job Description

Position: AVP Fraud Operations

Work Schedule: Flexible Shifts

About the Role:

We are seeking an experienced AVP Fraud Operations to lead and manage a large team responsible for fraud prevention and resolution across multiple operational areas, including Tactical Operations, Watchlist Screening, and Credit Solutions. This role requires a strong leader who can balance compliance, regulatory requirements, and operational efficiency while driving innovation, employee engagement, and superior customer experience.

Key Responsibilities:

• Lead and manage a midsize leadership team (~13 front-line managers) with indirect oversight of ~250 associates.
• Ensure delivery on core metrics such as performance, productivity, quality, compliance, and customer experience.
• Act as a customer advocate, managing escalations and driving improvements in customer satisfaction.
• Develop and coach front-line managers, fostering teamwork, engagement, and accountability.
• Translate business strategies into operational and performance requirements through learning and development initiatives.
• Ensure adherence to policies, compliance requirements, and service-level standards.
• Collaborate with partner sites to identify risks, gaps, and process opportunities, implementing improvements and reducing defects.
• Drive strong and consistent communication across teams and locations.
• Lead and participate in projects to enhance processes, systems, and overall efficiency.
• Design and implement reward and recognition programs to boost associate performance.
• Partner with internal and external auditors to ensure compliance readiness.
• Identify and implement innovative solutions to streamline operations and improve productivity.

Required Qualifications:

Bachelor's degree in any discipline with a minimum of 12 years' experience in financial services or customer service (or 14+ years of relevant experience in lieu of a degree).

At least 10 years of experience supervising credit card related operations, managing external vendor relationships, and driving innovation.

Minimum 6 years of call center managerial experience in a multinational environment.

Strong communication skills with the ability to influence and collaborate across all levels of the organization.

Proven track record in managing compliance requirements and mitigating operational risks.

Ability to manage multiple priorities, time-sensitive deliverables, and complex projects.

Willingness to work shifts, weekends, and holidays on a rotational basis.

Desired Skills:

• Demonstrated success leading large teams (20+ employees) in a customer service or fraud operations setting.
• Strong organizational, prioritization, and time-management skills.
• Proven ability to deliver change, solve complex problems, and influence decision-making.
• Experience handling customer/client escalations with strong business acumen.
• Ability to engage cross-functionally and work with senior leadership.

Why Join Us:

This is a high-impact leadership role where you will directly shape fraud operations for thousands of customers. You will have the opportunity to lead large teams, collaborate across regions, and implement process improvements that enhance customer trust and business performance. If you are a strategic thinker with a passion for leadership, innovation, and operational excellence, this role offers an exciting platform to make a significant difference.