Fraud Detection Operations Section Manager

4224 Ridge Lea Road, Amherst, New York

This role manages a staff of Fraud Detection analysts who are responsible for reviewing suspicious activity on client accounts, making determinations whether something is potentially fraudulent, taking appropriate actions to mitigate loss, and contacting clients, as appropriate. The successful Section Manager assumes a leadership role in identifying team and client needs, serving as a SME for all related fraud alert types, and monitoring the day‑to‑day operations of the department.

This role encourages creativity and flexibility, as priorities change quickly and considerations are made on how to utilize the staff optimally. The incumbent actively works with strategic partners to monitor expectations and satisfaction with service level agreements. Additionally, the incumbent provides the highest quality of service to ensure satisfaction with all internal and external clients, while mitigating losses.

• Lead and guide the day‑to‑day operations of the team (up to 20 teammates), ensuring service excellence, optimizing workflow, and achieving SLAs for internal partners and clients.
• Develop and lead a high‑performing team, including hiring, mentoring, coaching, and promoting inclusivity and a positive team culture.
• Ensure compliance with government regulations and bank policies by implementing and testing procedural controls.
• Lead and implement projects or continuous improvement initiatives tied to strategic objectives.
• Hold teammates accountable through the consistent application of performance management processes.
• Execute human capital decisions and projects to achieve financial goals and monitor and track key performance indicators.
• Resolve complex client issues, maintaining quality and quantity of production within budget.
• Ensure quality control, adherence to bank standards, and timely implementation of new policies and procedures.
• Monitor, train and coach teams (in office when appropriate) to improve operational efficiency, reduce overhead, and minimize turnover across multiple sites.
• Exercise appropriate internal control disciplines; leverage information within an electronic environment; actively participate in Process Business Reviews.
• Organize workflow and delegate workload to adhere to established service level agreements.
• Partner with other Lines of Business, Risk, and Compliance to leverage strategic partnerships, including in‑person sessions.
• Actively seek ways to mitigate risk by putting proper and sustainable controls in place.
• Monitor industry fraud trends.
• Perform other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
• Comply with all Key Bank policies and procedures, including without limitation, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key and its clients.

• Bachelor's Degree or equivalent experience (preferred)

• 3+ years of fraud operations experience (required)
• 3+ years experience in operations leadership or equivalent, preferably within a financial institution or supporting operation (preferred)

• Experience with Fraud Detection systems used by frontline teammates
• Strong knowledge of core fraud concepts, particularly those related to wires, ACH, Zelle, and all other activity conducted via online banking
• Dedicated to meeting the expectations and requirements of internal and external clients; acts with customer‑centric mindset; gains trust and respect from clients. Demonstrates client sensitivity.
• Influencing others; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; creates a feeling of belonging in the team.
• Team player, gains trust and support of peers, partners and stakeholders. Can organize people and activities and set common goals for the team.
• Prioritize critical tasks into efficient workflow; find opportunities for synergy and integration; simplify complex processes. Eliminates roadblocks; creates focus.
• Excellent analytical and problem‑solving skills.
• Sets and exceeds goals…