Fraud & Claims Operations Director - Deposit Claims

About this role:

Claims & Recovery teams at Wells Fargo are dedicated to helping our customers and merchants with both fraud and non-fraud claim inquiries. We assess liability and recover transactions for disputes, ensuring every case is handled with care and precision. Our support extends to working with fraud victims, processing disputes, managing settlements, and handling charge-offs. We diligently analyze unusual activity and high-frequency claims while providing assistance to identity-theft victims.

Wells Fargo is seeking a Fraud & Claims Operations Director reporting to the Head of Claims and Recovery. This leader will have the opportunity to shape the future of Deposit Claims within a broader function responsible for end-to-end claims processing across all dispute types. With accountability for approximately 1,000 employees across the U.S., India, and the Philippines, the role combines significant operational scale with responsibility for strengthening claims operations, risk and control outcomes, and the customer experience.

As a key leader within Fraud Operations, this individual will influence enterprise priorities and partner across the organization to strengthen the performance and long-term direction of Deposit Claims.

Make a lasting impact by protecting customers, developing high-performing leaders, and advancing a resilient Deposit Claims organization that delivers strong risk, service, and operational  this role, you will:

Lead a large, specialized organization of managers and individual contributors responsible for executing risk-based fraud and claims programs

Establish and strengthen risk policies, procedures, and controls that support Deposit Claims and broader enterprise priorities

Monitor fraud and claims activity, emerging risks, and performance trends to anticipate issues and guide timely action

Set strategic priorities and make decisions that strengthen claims performance, risk management, operational efficiency, and customer outcomes

Partner with Fraud Operations leaders and enterprise stakeholders to align priorities, influence decisions, and deliver coordinated outcomes

Direct the allocation of people and financial resources to meet operational commitments and advance business priorities

Build leadership capability and a strong talent pipeline that supports team member growth, engagement, and organizational performance

Required Qualifications:

10+ years of Fraud Claim Investigation or Policy Violations, Risk Management, or Compliance experience, including Management or leadership experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education4+ years of management or leadership experience

Extensive experience leading fraud and claims operations within large, complex organizations, with deep expertise in Deposit Claims operations and inherent risk Demonstrated success leading diverse, geographically dispersed operations teams, managing people and financial resources, and fostering a culture of service, accountability, engagement, and efficiency

Desired

Qualifications:

Experience leveraging digital contact center technologies, automation, and process modernization to improve customer and operational outcomes

Deep understanding of the regulatory and control environment governing consumer deposit claims, including dispute resolution and customer remediation

Strong analytical judgment with the ability to translate operational and risk data into actionable insights

Experience developing operational strategies, governance, and performance measures that balance customer, risk, efficiency, and business outcomes

Proven ability to navigate complexity, lead change, and drive sustained execution…