Fraud Operations Sr Manager

Job description

The Fraud Operations Site Leader – Irving TX is a new role, in our new office in Irving, TX. This leader oversee Fraud Operations colleagues and processes in the Irving Site. The leader will build and manage a next-generation fraud operations team, combining strong operations management discipline with data-driven insights and modern technology to deliver efficient, high-quality outcomes and excellent customer experiences. This role is ideal for an experienced operations leader who thrives in high-volume, regulated environments and is comfortable leveraging data and technology—including emerging AI and agentic tools—to drive performance, scalability, and continuous improvement. Key Responsibilities Operations Leadership & Performance Management - Lead a multi-level, global fraud operations organization responsible for customer outreach, fraud detection, and claims processing. - Establish, monitor, and optimize key performance indicators (KPIs) to ensure outcomes align with financial, customer experience, and timeliness expectations. - Drive consistent execution of high-velocity, regulated operational work with a strong focus on quality, efficiency, and workforce engagement. - Collaborate with other site leaders and stakeholders to continuously improve processes and outcomes. Data-Driven Decision Making - Work with the Command Center/Workforce management team to use data to identify trends, manage capacity, improve productivity, and inform operational decisions. - Translate insights into actionable improvements across processes, controls, and customer experiences. Technology & Innovation - Partner with technology and product teams to implement and enhance operational tools, controls, and platforms, including industry-leading and emerging AI/agentic capabilities. - Champion change and innovation, adopting new technologies and operating models to modernize fraud operations while maintaining appropriate oversight and controls. People & Stakeholder Leadership - Hire, develop, and retain top operational talent within a newly formed fraud operations organization. - Build strong cross-functional relationships within Fraud & Claims and across the broader matrix organization to ensure alignment and shared accountability. Qualifications, Education, Certifications and/or Other Professional Credentials - Bachelor's degree preferred. - Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or a related field required. - Proven experience leading operations in financial services or similarly high-volume, regulated environments (e.g., insurance, government programs, medical or claims-based operations). - Demonstrated strength in operations management, including workforce leadership, KPI-driven execution, and continuous improvement. - Strong analytical skills with the ability to use data to manage performance and drive outcomes. - High level of comfort with technology and process automation; experience partnering with technology teams and adopting new tools is essential. - Experience in fraud detection, prevention, or resolution is beneficial, but not required for the right operational leader. - Change-oriented, innovative leader with the ability to scale teams, implement new operating models, and deliver results in dynamic environments. Hours & Work Schedule - Hours per Week: 40 - Work Schedule: M-F, position is 4 days in office at our Irving, TX office (1 day from home) #LI-JH1