Manager Group Card Operations and Fraud

Fraud Operations Leader

City National Bank (CNB) is seeking a dynamic and experienced Fraud Operations Leader to oversee and drive the success of our fraud operations team. This role is critical in ensuring the safety and security of our clients and the firm against the risk of fraud by managing an effective fraud operational strategy across people, processes, and technology.

As the Fraud Operations Leader, you will play a pivotal role in managing fraud alert management and people strategy, ensuring timely and accurate completion of fraud alert reviews, and maintaining operational excellence. You will lead and develop a high‑performing team, develop and implement robust procedures and controls, and ensure adherence to regulatory requirements and internal policies.

• Leadership & Team Management: Lead, mentor, and develop a team of fraud operations professionals, foster a high‑performance culture. Oversee workforce management to ensure optimal staffing levels and efficient resource allocation. Conduct performance reviews, provide coaching, and create development plans to support career growth.
• Fraud Operations Oversight: Manage the end‑to‑end fraud operations process, including fraud alert reviews, client fraud escalation intake, and client contact across all fraud types. Ensure timely and accurate completion of fraud alert reviews. Oversee development and implementation of fraud detection and prevention strategies to mitigate risk and protect clients.
• Risk Management & Compliance: Ensure all fraud operations activities comply with regulatory requirements, industry standards, and CNB policies and procedures. Develop and maintain robust procedures and controls to mitigate fraud risks and ensure operational integrity. Collaborate with the Head of Fraud and other stakeholders to align fraud operations with the bank’s overall risk management strategy.
• Performance Management & Reporting: Establish and monitor key performance indicators (KPIs) to measure effectiveness and efficiency of fraud operations. Analyze trends and data to identify areas for improvement and implement solutions. Provide regular reporting and updates to senior leadership on fraud trends, operational performance, and key initiatives.
• Collaboration & Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, including clients and regulators. Partner with cross‑functional teams (technology, compliance, customer service) to drive fraud prevention initiatives and improve client experience.
• Strategic Initiatives: Drive development and execution of fraud operations strategy and roadmap, ensuring alignment with CNB’s goals to grow, simplify, and transform. Lead and participate in bank‑wide fraud‑related projects and initiatives. Proactively identify opportunities to enhance fraud alert management, streamline operations, and improve efficiency.

• Bachelor's Degree or equivalent
• Minimum 15 years of management experience
• Minimum 15 years of Operations/Call Center experience in a banking or financial services environment

• Proven experience leading fraud operations, risk operations, or payment operations in a financial services organization
• Strong knowledge of fraud detection and prevention strategies, tools, and technologies
• In‑depth understanding of regulatory requirements and compliance standards related to fraud operations
• Exceptional leadership and team management skills, with a track record of building and developing high‑performing teams
• Excellent analytical and problem‑solving skills, with the ability to make data‑driven decisions
• Strong interpersonal, verbal, and written communication skills, with the ability to interact effectively with all levels of the organization and external stakeholders
• Ability to manage multiple priorities in a fast‑paced environment while maintaining attention to detail
• Demonstrated ability to drive innovation and implement process improvements
• Ability to perform functional duties and related positions with minimal supervision

Starting base salary: $127,626 - $237,014 per year. Exact compensation may vary…