Manager, Claims & Fraud Operations

Manager, Claims & Fraud Operations

United States of America

We invite driven professionals to join us in a technology‑driven organization that values bold thinking, innovative solutions, and a customer‑centric transformation. This role offers a chance to grow, learn, and make a real difference.

The Manager, Claims & Fraud Operations leads investigative teams that identify, mitigate, and prevent fraud‑related losses while ensuring full compliance with regulatory, risk, and service level standards. This role provides strategic direction, operational oversight, and subject‑matter leadership across fraud investigations, SAR referral governance, regulatory adherence, and loss recovery efforts.

• Lead, coach, and develop a team of fraud investigators and senior specialists.
• Establish performance standards aligned to SLA, QA, regulatory, and loss mitigation objectives.
• Monitor investigative quality and enforce consistent application of fraud policies and procedures.
• Drive a high‑performance culture focused on accountability, risk awareness, and continuous improvement.
• Provide escalation guidance and decision support on high‑risk or complex fraud matters.
• Oversee after‑hours fraud event rotation and escalation protocols.
• Lead and support law enforcement collaborations and litigation or prosecution cases.
• Influence cross‑functional stakeholders and drive change initiatives.

• Bachelor's Degree or equivalent work experience (Required).
• 5+ years of banking experience, preferably in operations and/or fraud prevention (Required).
• Prior leadership or supervisory experience (Preferred).
• Strong working knowledge of BSA requirements, SAR referral standards, and regulatory expectations.
• Demonstrated experience managing high‑volume investigative teams.
• Knowledge of fraud detection systems, payment processing systems, and operational back‑end platforms.
• Experience working with law enforcement and supporting litigation or prosecution cases.
• Strong analytical, reporting, and risk assessment skills.
• Excellent written and verbal communication skills.

• Primary liaison with Law Enforcement, regulatory agencies, and peer banks when appropriate.
• Partner with Lines of Business, Operations, Technology, Legal, and Compliance to implement fraud prevention enhancements.
• Act as subject‑matter expert in claims insights, fraud risk trends, and operational readiness for new initiatives.
• Support evaluation of new systems and applications impacting fraud detection and claims management.

• Oversee refinement and testing of fraud system controls to detect and prevent evolving threats.
• Ensure proper documentation and governance of fraud detection systems and operational procedures.
• Identify control gaps and lead remediation efforts.
• Drive statistical trend analysis and process optimization initiatives.

• Regulatory Judgment & Escalation Discipline
• Strategic Fraud Risk Management
• Operational Leadership & Coaching
• Data‑Driven Decision Making
• Crisis & Escalation Management
• Cross‑Functional Influence
• Quality Assurance & Audit Readiness
• Loss Mitigation & Recovery Strategy

• Fraud loss avoidance and recovery rates
• SAR referral timeliness and quality
• SLA adherence and productivity targets
• QA scores and documentation quality
• Regulatory audit results
• Trend mitigation effectiveness
• Employee engagement and development outcomes

Base Pay Range: $82,500 – $142,500 USD per year.

You will receive a competitive rewards package that reflects the impact you create and the value you deliver. Benefits are designed to support you, your family, and your well‑being now and into the future.

We embrace a strong risk culture and expect all professionals at all levels to take a proactive and responsible approach toward risk management.

At Santander, we value and respect differences in our workforce. Santander is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Frequent minimal physical effort such as sitting, standing, and walking is required. Depending on location, occasional moving and lifting of light equipment or furniture may be required.

This job description does not list all duties. Supervisors may assign additional duties. Performance evaluation may involve tasks listed herein. The employer reserves the right to revise this description at any time. This description is not a contract; either party may terminate employment at any time for any reason.