Fraud Operations Enablement Program Manager

Overview

The Fraud Operations Enablement Program Manager is responsible for designing, enabling, and scaling the systems, processes, tooling, and governance that allow Fraud Operations teams to operate effectively. This role does not perform day‑to‑day transactional investigations. Instead, it focuses on making operations work better, faster, safer, and at scale by enabling frontline teams through strong frameworks, automation, analytics, and continuous improvement.

• This role does not own daily fraud investigations, case handling, or transaction processing
• This role enables frontline Fraud Operations teams by improving how work is performed
• Success is measured by operational efficiency, quality, scalability, and risk reduction rather than individual case outcomes

• Own and deliver enablement initiatives that measurably optimise/improve the quality, efficiency, resilience of Fraud Operations service delivery, ensuring consistent execution aligned to business priorities and risk posture.
• Enable outsourced Fraud Operations Teams through performance insights, clear standards, and continuous improvement frameworks.

• Design and maintain end‑to‑end Fraud Operations frameworks covering monitoring, investigation, response, and remediation
• Translate fraud risk strategy and policy into clear, executable operating models
• Define standard operating procedures (SOPs), playbooks, and decision frameworks
• Ensure enablement artifacts are consistent, scalable, and audit‑defensible

• Identify operational friction points and drive continuous improvement initiatives
• Partner with Engineering and Data teams to automate repeatable workflows and decision logic
• Reduce manual effort, rework, and variance across fraud operations
• Ensure automation solutions are measurable, reliable, and aligned to risk posture

• Influence investigation tooling, case management systems, and workflow platforms
• Define data requirements, schemas, and dashboards that support operational decision‑making
• Establish standard KPIs and metrics for fraud effectiveness, quality, and efficiency
• Enable self‑service insights for operations leaders and frontline teams

• Define and maintain fraud incident governance models, escalation paths, and response playbooks
• Enable consistent execution of incident lifecycle stages without directly running incidents
• Ensure post‑incident review (PIR) frameworks capture systemic gaps and drive remediation
• Improve operational readiness for surge events and high‑severity fraud scenarios

• Develop and maintain training materials, onboarding frameworks, and reference documentation
• Enable faster ramp‑up for new hires, vendors, and partner teams
• Lead change management for new processes, tools, and automation
• Ensure changes are communicated, adopted, and measured

• Drive cross‑functional enablement programs spanning Fraud Ops, Engineering, Legal, Compliance, and Security
• Manage dependencies, roadmaps, and delivery timelines for enablement initiatives
• Act as a trusted advisor to Fraud Operations leadership on operational maturity and investment needs

• Fraud Risk Management and fraud‑first operational principles
• Incident management and response governance frameworks
• SOC and Security Operations best practices (eg NIST, ISO‑aligned operations)
• Operational excellence and continuous improvement methodologies
• Risk‑based decisioning and audit‑ready operational design

• Improved operational efficiency and reduced manual effort
• Faster time‑to‑detect and time‑to‑respond enabled through process and tooling improvements
• Increased automation adoption and consistency across operations
• Improved investigation quality and decision consistency
• Positive audit outcomes and stakeholder confidence

• Bachelor’s Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process…