About Wio
Wio Bank is a leading one‑of‑a‑kind financial platform that is revolutionizing the banking industry in the MENA region. Our platform is here to reboot personal and business banking in the digital age. Our personalised features and seamlessly integrated services are built around your needs, helping you spend, save, and plan for your future.
Role OverviewWe’re hiring a Manager to run the Fraud Operations Centre — someone who sees AI not as a future possibility but as today’s operating lever. You’ll own the front‑line fraud operation end‑to‑end: real‑time alert triage, account and card containment, chargeback handling, customer recovery, and the shift coverage that keeps it all running.
You will report directly to the COO and partner closely with Financial Crime Compliance, Customer Care, Card Operations, Fraud Risk/Strategy, and Product. This is a hands‑on operating role for someone who has done the work, run the team, and is ready to reimagine what a fraud ops function looks like when AI is at the centre of it.
What You’ll Be Responsible For- Run the Fraud Operations Centre — own the shift rota, coverage model, escalation paths, and the daily ops cadence. Make sure every alert hits an analyst within SLA, across all operating hours. Continuously look for where AI and automation can eliminate manual steps, reduce handling time, and free your analysts to focus on what machines can’t do.
- Drive the AI‑first transformation of fraud operations. Identify where AI agents, LLM‑powered triage, automated decisioning, and intelligent workflow tools can replace or augment manual processes. Build, pilot, and iterate — whether that’s a prototype you’ve spun up yourself or a capability you’ve pulled in from a vendor. Set the ambition: a fraud ops team where AI handles the routine so your people handle the complex.
- Set the standard for customer experience in fraud handling. Wio’s aim is to deliver the best fraud handling experience in the market — not the traditional approach. You will define and uphold best‑in‑class customer experience standards for fraud interactions, instil a customer‑first mentality across your team, and ensure that every customer going through a fraud event is treated with empathy, speed, and transparency.
This team will be measured by customer feedback and Wio’s service standards, not just fraud metrics. - Own the queue. Real‑time payment and card fraud alerts, account‑takeover signals, scam reports, mule investigations, and chargeback cases — your team triages, decisions, and closes every one of them with a clear audit trail.
- Contain and recover. Block compromised cards and accounts in minutes, freeze and recall funds where possible, coordinate with correspondent banks and the UAE Funds Tracing & Recovery channels, and drive the customer‑facing recovery conversation alongside Customer Care.
- Partner with Fraud Risk/Strategy and Data Science on model performance, rule tuning, and AI tool evaluation. Bring the operational evidence — false‑positive rates, analyst feedback, emerging typologies — that closes the loop between detection and prevention. Be an active voice in shaping what the next generation of AI‑powered fraud detection looks like at Wio.
- Manage fraud chargebacks through Visa VROL and Mastercard MDS — pre‑arbitration, arbitration, compliance cases — and keep our chargeback ratios well inside scheme thresholds.
- Support the regulatory and compliance interface. Feed timely, accurate operational data and fraud incident details to Financial Crime Compliance and Fraud Risk for regulatory notifications and STR/SAR submissions to the FIU via goAML. Ensure your team’s case documentation meets the standards required for regulatory and audit purposes.
- Lead, hire, and develop a team of 8–15 Analysts and Senior Analysts across shifts. Set the standard on quality, urgency, and customer empathy; run the QA programme, the coaching cadence, and the career conversations.
- Run the post‑incident discipline. After every material event — fraud ring, scheme outage, scam wave — own the timeline, the root‑cause, the lessons‑learned, and the playbook update. Maintain a living library of runbooks for the top…
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