Fraud Operations Manager II (M2

Description

Position Summary

The Fraud Operations Manager II leads a team of analysts for fraud detection, investigations, risk mitigation, and AI-assisted decisioning. This role is accountable for operational performance, fraud loss prevention, decision quality, talent development, and process optimization.

Operating within an AI-enabled fraud ecosystem, Manager II is responsible for ensuring effective integration of artificial intelligence, automation, analytics, and human decision-making across multiple operational functions. The Manager drives operational excellence through advanced analytics, fraud intelligence, AI governance, and continuous improvement initiatives while ensuring fraud decisions remain accurate, explainable, compliant, and customer-focused.

The Manager II serves as a link between Fraud Operations, Fraud Strategy, Risk, Compliance, Analytics, and Technology organizations to improve fraud detection effectiveness, organizational performance, and future-state AI capabilities.

• Lead team leads, analysts, and fraud specialists across a fraud function.
• Build leadership capability in direct reports while developing strong analytical, investigative, and decision-making skills across the organization.
• Establish performance standards focused on decision quality, AI utilization, fraud prevention, operational excellence, customer outcomes, and risk management.
• Drive workforce planning, performance management, succession planning, and talent development initiatives.
• Foster a culture of accountability, innovation, continuous improvement, and data-driven decision-making.

• Oversee adoption, optimization, and governance of AI-enabled fraud detection, investigation, and decision-support technologies.
• Ensure teams appropriately validate, challenge, and refine AI-generated recommendations through effective human oversight practices.
• Monitor AI-assisted decision quality, model effectiveness, false positive rates, false negative rates, decision consistency, and operational impacts.
• Identify model weaknesses, automation gaps, workflow inefficiencies, and opportunities to improve AI performance.
• Partner with Fraud Strategy, Analytics and Technology teams to improve model outcomes, fraud rules, prompts, and decision logic.
• Lead AI validation efforts, calibration exercises, quality assurance reviews, testing initiatives, and operational readiness activities.
• Promote responsible AI principles including explainability, accountability, fairness, transparency, compliance, and risk management.

• Serve as the primary escalation point for complex, high-risk, and ambiguous fraud scenarios.
• Ensure fraud decisions are supported by evidence, analytics, investigative findings, and sound business judgment.
• Challenge assumptions, operational practices, fraud strategies, and AI-generated recommendations when appropriate.
• Drive consistency, accuracy, and quality across multiple fraud functions and operational teams.
• Lead root-cause analysis efforts involving fraud losses, customer complaints, operational breakdowns, and decision-quality concerns.

• Manage multiple fraud functions while balancing fraud prevention, customer experience, productivity, operational efficiency, and compliance obligations.
• Monitor fraud trends, attack patterns, customer behavior, operational risks, and control effectiveness.
• Identify systemic vulnerabilities, emerging fraud threats, and operational risks requiring strategic intervention.
• Ensure adherence to fraud controls, policies, procedures, governance standards, and regulatory requirements.
• Drive risk mitigation efforts and operational improvements across assigned areas.

• Leverage operational reporting, dashboards, fraud intelligence, and performance analytics to drive business decisions.
• Analyze fraud performance, AI effectiveness, customer outcomes, and operational metrics to identify improvement opportunities.
• Drive large-scale initiatives that improve fraud detection, decision accuracy, operational efficiency, and workforce effectiveness.
• Translate operational insights into strategic recommendations for senior leadership.

• Demonstrate advanced proficiency utilizing fraud platforms, AI-enabled investigation tools, machine learning-assisted workflows, reporting systems, and case management technologies.
• Drive adoption of emerging fraud technologies, automation strategies, advanced analytics, and AI capabilities.
• Identify opportunities to improve operational effectiveness through technology transformation.
• Partner with technology organizations to influence future-state fraud platforms and operational workflows.

• Influence decision-making across Fraud Operations, Fraud Strategy, Analytics, Risk, Compliance, Technology, Customer Experience, and Operations teams.
• Communicate operational risks,…