Fraud Client Services Manager

Core Responsibilities

• Hires, evaluates, and supervises crew.
• Provides guidance and training as necessary to develop crew.
• Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Reviews team operations to ensure efficiency.
• Develops team processes and procedures to improve operational effectiveness.
• Fosters a team environment driven by open communication, decisiveness, clear direction, teamwork, and accountability.
• Oversees operating procedures, monitors operational metrics, and ensures the team delivery of accurate and timely processing based on daily goals.
• Collaborates across teams to ensure service quality, operational efficiency, and overall department performance continuously improves.
• Facilitates dialogue across teams and through senior managers.
• Communicates broader departmental changes across the team to ensure awareness of impacts on processes.
• Applies knowledge of various policies and procedures and their implications on the team's day-to-day activities.
• Participates in special projects and performs other duties as assigned.

Additional FCS-Specific Responsibilities

• Lead day-to-day Fraud Client Services (FCS) operations, including real-time fraud alerts, client verification, and case decisioning.
• Deliver against service level expectations and capacity plans.
• Monitor performance (quality, cycle time, fraud outcomes) and address gaps in real time.
• Drive process improvements across fraud workflows, tools, and operating model.
• Partner with Fraud Strategy, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities.

Qualifications

• Minimum five years of related experience required.
• Two years' experience in operations processing preferred.
• Leadership experience with ability to coach and develop teams.
• Strong analytical and decision-making skills.
• Able to balance risk mitigation with client experience.
• Effective communication and stakeholder management skills.

Preferences

• Undergraduate degree or equivalent combination of training and experience required.