Fraud Operations Manager - Fraud Operations

Description

Position Summary

Credit One Bank is seeking a Fraud Analytics Manager to lead vendor strategy, drive operational performance, and advance an AI-enabled fraud operations model. This leader will be accountable for delivering measurable improvements in customer experience, productivity, and risk outcomes through data-driven decisioning, AI/ GenAI adoption, and global vendor optimization.

The ideal candidate brings deep expertise in fraud and disputes management, a strong vendor management experience, and a proven ability to translate AI capabilities into operational impact. This role requires a balance of people leadership, analytical rigor, and transformation execution within a dynamic, regulated environment.

Key Responsibilities

• Lead & Develop Talent
  • Build and coach high-performing fraud and disputes teams, aligning capability development with an AI-augmented workforce model.
  • Focus talent on high-value activities requiring judgment, investigative strategy, and complex decision-making, while leveraging automation for routine tasks.
• Drive AI & Process Transformation
  • Identify and implement opportunities to deploy GenAI, AI, and machine learning to improve fraud detection, fraud and dispute case handling, and customer interactions.
  • Partner with analytics and technology teams to operationalize AI use cases into scalable workflows.
• Fraud & Disputes Management
  • Lead day-to-day fraud and dispute intake, investigation, and resolution across all channels
  • Ensure adherence to SLAs, productivity targets, and quality standards
  • Manage capacity, forecasting, and staffing to meet fluctuating volumes
  • Oversee escalations and complex/high-risk fraud and dispute cases
• Regulatory & Compliance Oversight
  • Ensure compliance with Reg E, Reg Z, network rules (Visa / MasterCard / American Express), and internal policies
  • Maintain audit readiness (internal, external, regulatory reviews)
  • Partner with Compliance, Legal, and Risk on control design and remediation
  • Drive documentation standards for investigations and decisioning
• Vendor & Global Operations Leadership
  • Manage and optimize on and offshore vendor partnerships, ensuring alignment to performance, quality, and customer experience standards.
  • Leverage data and technology to drive consistent performance across globally distributed teams.
• Performance & Operational Excellence
  • Own and deliver against key performance indicators (KPIs), ensuring consistent achievement of productivity, quality, and customer experience targets.
  • Utilize advanced reporting (e.g., Tableau, Snowflake) to monitor performance, identify trends, and drive continuous improvement.
• Risk, Compliance & Quality
  • Ensure all operations meet regulatory, audit, and quality assurance standards.
  • Establish and maintain robust, audit-ready documentation aligned with industry best practices.
• Cross-Functional Collaboration
  • Partner across Fraud Risk, Product, Technology, and Customer Experience teams to enhance processes and drive end-to-end outcomes.
  • Lead and influence change management initiatives supporting fraud and AI transformation programs.
• Operational Governance
  • Oversee multiple lines of business and ensure standardized, scalable processes.
  • Develop and maintain agent- and site-level performance reporting frameworks to support decision-making.
• Additional Responsibilities
  • Travel (domestic and international) to support vendor oversight and operational alignment.
  • Perform other duties as required.

Qualifications & Skills

• Experience
  • 5+ years of experience in fraud and disputes and/or customer operations (end-to-end). College degree preferred.
  • Hands-on experience deploying or working with AI/GenAI tools, automation, or data-driven workflows in an operational setting.
  • Proven track record managing global/vendor-based contact center operations.
  • Strong knowledge of Reg E, Reg Z and card network dispute rules (Visa, M/C, & American Express).
  • Proven ability to manage high-volume, deadline-driven operations.
  • Experience with audit/compliance environments
• AI & Data Capabilities
  • Demonstrated ability to identify, prioritize, and implement AI-driven opportunities within operational environments.
  • Strong proficiency in data analysis, performance reporting, and insights generation (Tableau, Snowflake, or similar platforms)
• Leadership & Execution
  • 3+ years proven success leading and developing teams within large, complex organizations.
  • Strong project and change management capabilities, with experience delivering transformation initiatives.
  • Ability to operate effectively in a fast-paced, evolving, and technology-driven environment.
• Core Competencies
  • Execute Excellence: Drives disciplined, high-quality operational delivery
  • Risk & Control Mindset: Prioritizes compliance and customer fairness
  • Strategic Thinking: Connects operational insights to broader business goals
  • People Leadership: Builds strong, accountable, and engaged teams
  • Continuous Improvement: Challenges status quo and drives transformation
  • Exceptional communication and stakeholder management skills.
  • Strong business judgment and decision-making under uncertainty.
  • Deep commitment to customer experience and continuous improvement.
  • High level of adaptability, agility, and ownership.

Preferred

• Fraud & Disputes Management
• Experience implementing GenAI-assisted investigation tools, case summarization, or agent copilots.
• Exposure to AI governance, model risk, or regulated AI deployment frameworks.
• Demonstrated ability to bridge business and technical teams to deliver operational AI solutions.

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.