Fraud Analytics Manager
Description
The Fraud Analytics Manager at Credit One Bank is responsible for leading vendor strategy, driving operational performance, and advancing an AI-enabled fraud operations model. This role requires a balance of people leadership, analytical rigor, and transformation execution within a dynamic, regulated environment.
Essential Job Functions
Lead & Develop Talent - Build and coach high-performing fraud and disputes teams, aligning capability development with an AI-augmented workforce model. Focus talent on high-value activities requiring judgment, investigative strategy, and complex decision-making, while leveraging automation for routine tasks.
Drive AI & Process Transformation - Identify and implement opportunities to deploy GenAI, AI, and machine learning to improve fraud detection, fraud and dispute case handling, and customer interactions. Partner with analytics and technology teams to operationalize AI use cases into scalable workflows.
Fraud & Disputes Management - Lead day-to-day fraud and dispute intake, investigation, and resolution across all channels. Ensure adherence to SLAs, productivity targets, and quality standards. Manage capacity, forecasting, and staffing to meet fluctuating volumes. Oversee escalations and complex/high-risk fraud and dispute cases.
Regulatory & Compliance Oversight - Ensure compliance with Reg E, Reg Z, network rules (Visa / MasterCard / American Express), and internal policies. Maintain audit readiness (internal, external, regulatory reviews). Partner with Compliance, Legal, and Risk on control design and remediation.
Vendor & Global Operations Leadership - Manage and optimize on and offshore vendor partnerships, ensuring alignment to performance, quality, and customer experience standards. Leverage data and technology to drive consistent performance across globally distributed teams.
Performance & Operational Excellence - Own and deliver against key performance indicators (KPIs), ensuring consistent achievement of productivity, quality, and customer experience targets. Utilize advanced reporting (e.g., Tableau, Snowflake) to monitor performance, identify trends, and drive continuous improvement.
Risk, Compliance & Quality - Ensure all operations meet regulatory, audit, and quality assurance standards. Establish and maintain robust, audit-ready documentation aligned with industry best practices.
Cross-Functional Collaboration - Partner across Fraud Risk, Product, Technology, and Customer Experience teams to enhance processes and drive end-to-end outcomes. Lead and influence change management initiatives supporting fraud and AI transformation programs.
Operational Governance - Oversee multiple lines of business and ensure standardized, scalable processes. Develop and maintain agent- and site-level performance reporting frameworks to support decision-making.
Position Requirements
Experience: 5+ years of experience in fraud and disputes and/or customer operations (end-to-end). College degree preferred. Hands-on experience deploying or working with AI/GenAI tools, automation, or data-driven workflows in an operational setting. Proven track record managing global/vendor-based contact center operations. Strong knowledge of Reg E, Reg Z and card network dispute rules (Visa, M/C, & American Express). Proven ability to manage high-volume, deadline-driven operations. Experience with audit/compliance environments.
AI & Data Capabilities: Demonstrated ability to identify, prioritize, and implement AI-driven opportunities within operational environments. Strong proficiency in data analysis, performance reporting, and insights generation (Tableau, Snowflake, or similar platforms).
Leadership & Execution: 3+ years proven success leading and developing teams within large, complex organizations. Strong project and change management capabilities, with experience delivering transformation initiatives. Ability to operate effectively in a fast-paced, evolving, and technology-driven environment.
Core Competencies: Execute Excellence, Risk & Control Mindset, Strategic Thinking, People Leadership, Continuous Improvement, Exceptional communication and stakeholder management skills, Strong business judgment and decision-making under uncertainty, Deep commitment to customer experience and continuous improvement, High level of adaptability, agility, and ownership.
Preferred Fraud & Disputes Management
Experience implementing GenAI-assisted investigation tools, case summarization, or agent copilots.
Exposure to AI governance, model risk, or regulated AI deployment frameworks.
Demonstrated ability to bridge business and technical teams to deliver operational AI solutions.