Senior Manager / Assistant Manager - Fraud Operations

Job Summary

We are seeking a proactive and operational Senior Manager / Assistant Manager - Fraud Operations to support and strengthen the fraud risk management execution. Working closely with the Head of Fraud Operations, this role is responsible for supporting real-time and post-transaction fraud detection, coordinating complex investigations, assisting in rule optimization, and managing daily operational workflows to mitigate fraud risks.

1. Monitoring and investigation:

• Oversee transaction and account activity monitoring using specialized fraud detection platforms across operational queues.

• Review high-risk fraud alerts, investigate complex suspicious activities, and perform secondary reviews and approvals for escalated cases, account actions, and dispute filings.

• Ensure timely and accurate classification, triage, and escalation of high/medium/low-risk fraud cases while maintaining quality standards.

2. Technical proficiency and data analysis:

• Assist in fraud monitoring rule configuration and User Acceptance Testing (UAT), including performance reviews, customization, and post-go-live tuning.

• Work with external vendors and internal stakeholders to ensure alignment on fraud detection logic, system integration, and operational performance.

• Continuously analyze the performance of fraud detection tools and recommend data-driven enhancements to improve their efficiency and effectiveness.

• Leverage data analysis techniques to identify patterns, anomalies, and trends in fraud cases to enhance detection and prevention efforts.

• Use data visualization tools to create operational dashboards and reports that provide actionable insights for fraud decision-making.

• Support automation initiatives focused on reducing manual intervention in fraud case investigations.

3. Team & Process Management:

• Support the definition of fraud operation SOPs, train and guide vendor operational teams, and ensure system capability knowledge transfer across outsourced workflows.

• Assist in managing vendor operational coverage, service quality, and process training updates for newly deployed fraud controls.

4. Collaboration and communication:

• Communicate findings effectively and escalate potential high-risk fraud cases to appropriate stakeholders, including Compliance, Risk Management, and Law Enforcement, as necessary.

• Collaborate closely with internal teams, such as Customer Service and IT, to address and resolve fraud-related issues promptly.

• Liaise with internal teams, card schemes, and acquirers to manage fraud issues and dispute claims swiftly and thoroughly.

5. Others:

• Maintain accurate and detailed records of fraud cases, investigations, actions taken, and outcomes in compliance with regulatory standards.

• Provide support during audits, regulatory examinations, and fraud-related inquiries by preparing documentation and responding to inquiries as required.

Qualifications:

• Bachelor's degree in Finance, Business Administration, Criminal Justice, or a related field.

• At least 4–6 years of experience in fraud prevention, detection, and investigation within the banking or financial services industry, with a strong understanding of banking operations.

• Hands-on knowledge of fraud typologies, detection techniques, and industry best practices. Familiarity with real-time fraud monitoring engines and scheme dispute platforms.

• Strong analytical and problem-solving skills, with the ability to interpret complex data and trends to make informed operational decisions.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external vendors.

Competencies:

• High level of integrity and ethical standards.

• Strong organizational and time management skills.

• Ability to handle multiple tasks and meet tight deadlines in an operational environment.

• Inquisitive and curious, with a passion for technology and data.

• Keen interest in investigative processes and case building.

• Proactive and self-motivated with a continuous improvement mindset.