Senior Director, Fraud & Disputes Operations

The Role

We are seeking a Senior Director, Fraud and Disputes COE Operations to join our team. In this high-impact role, you will provide strategic and operational leadership for the Fraud & Disputes COE operations teams, ensuring efficiency, compliance, and process excellence. You will report to the VP of the Fraud and Disputes Center of Excellence team and will be instrumental in shaping the future of our operational infrastructure as our company scales rapidly.

What You'll Do

• Define, develop, deliver, and manage key business processes for fraud prevention, investigations, and dispute operations within the Fraud and Disputes COE.
• Recruit, develop, and lead an operations team, including potential offshore support teams, to drive company and role objectives.
• Oversee disputes/chargeback processing, ensuring compliance and delivery within SLAs.
• Develop and maintain procedures for all key workflows, including documentation of non-manual processing in partnership with strategy functions.
• Own continuous improvement of manual processing, including hiring/profile strategy(s), QA oversight and delivery, talent management including agent scorecards, coaching, and performance management, and six sigma process improvement.
• Interface with bank partners and conduct/own key compliance items such as 1LOD testing, audit/exam responses, controls improvements, and relevant complaints response.
• Own BPO relationship(s) including driving strategic footprint, ensuring strong weekly/daily vendor output, and managing BPO costs.
• Partner with Operations Analytics teams to ensure efficient handling of peak volume periods and achievement of KPIs across all support channels/queues.
• Surface opportunities for more effective and efficient processing; partner with servicing strategy teams on business case and delivery (as needed).
• Administer and leverage fraud detection technologies and platforms.
• Stay abreast of emerging trends, fraud schemes, techniques, and financial technology (FinTech) and proactively implement preventative measures.

Experience You'll Need To Have

• 10+ years of progressive management experience in operations functions, with a proven track record of managing large teams.
• 10+ years of experience in fraud risk management, financial crime investigations, or a related field. Experience in financial services preferred.
• Proven ability to drive operational transformation which enables more effective and efficient processing.
• Prior experience managing outsourced operations is required.
• Hands-on leader who goes deep with their team and is process-oriented.
• Strong experience in disputes/chargeback and risk operations domains.
• Experience operating within regulatory frameworks such as Reg E, Reg Z, FCRA, UDAAP, NACHA, and other relevant regulations is a must.
• Experience in developing and implementing strategic fraud prevention programs.
• Experience with advanced fraud detection technologies and platforms.
• Experience in developing metrics and KPIs for fraud prevention programs.
• Exceptional written and oral communication skills.
• Exceptional people leader and collaborator.

Experience That Would Be Great To Have

• Bachelor's degree in Business, Finance, Mathematics, or a related field.
• Strong knowledge of fraud, identity theft, account take-over, financial crimes, and other fraud tactics.
• Experience with chargeback and recovery rate processes.
• Experience with managing partners/outsourcing and strong negotiation skills.
• Experience with regulations and navigating through the audit process.
• Experience with automation/tools/platforms to improve effectiveness and efficiency (e.g., Robotic process automation, artificial intelligence, work case management solutions, APIs).