Fraud Operations Manager II (M2)

About the Role

The Fraud Operations Manager II leads a team of analysts for fraud detection, investigations, risk mitigation, and AI-assisted decisioning. This role is accountable for operational performance, fraud loss prevention, decision quality, talent development, and process optimization within an AI-enabled fraud ecosystem. The Manager ensures effective integration of artificial intelligence, automation, analytics, and human decision-making across multiple operational functions. The role serves as a link between Fraud Operations, Fraud Strategy, Risk, Compliance, Analytics, and Technology organizations to improve fraud detection effectiveness, organizational performance, and future-state AI capabilities.

Responsibilities

• Leadership & Talent Development
  • Lead team leads, analysts, and fraud specialists across a fraud function.
  • Build leadership capability in direct reports while developing strong analytical, investigative, and decision-making skills.
  • Establish performance standards focused on decision quality, AI utilization, fraud prevention, operational excellence, customer outcomes, and risk management.
  • Drive workforce planning, performance management, succession planning, and talent development initiatives.
  • Foster a culture of accountability, innovation, continuous improvement, and data-driven decision-making.
• AI Leadership & Governance
  • Oversee adoption, optimization, and governance of AI-enabled fraud detection, investigation, and decision-support technologies.
  • Ensure teams appropriately validate, challenge, and refine AI-generated recommendations through effective human oversight practices.
  • Monitor AI-assisted decision quality, model effectiveness, false positive/negative rates, decision consistency, and operational impacts.
  • Identify model weaknesses, automation gaps, workflow inefficiencies, and opportunities to improve AI performance.
  • Partner with Fraud Strategy, Analytics, and Technology teams to improve model outcomes, fraud rules, prompts, and decision logic.
  • Lead AI validation efforts, calibration exercises, quality assurance reviews, testing initiatives, and operational readiness activities.
  • Promote responsible AI principles including explainability, accountability, fairness, transparency, compliance, and risk management.
• Critical Thinking & Decision Quality
  • Serve as the primary escalation point for complex, high-risk, and ambiguous fraud scenarios.
  • Ensure fraud decisions are supported by evidence, analytics, investigative findings, and sound business judgment.
  • Challenge assumptions, operational practices, fraud strategies, and AI-generated recommendations when appropriate.
  • Drive consistency, accuracy, and quality across multiple fraud functions and operational teams.
  • Lead root-cause analysis efforts involving fraud losses, customer complaints, operational breakdowns, and decision-quality concerns.
• Fraud Operations & Risk Management
  • Manage multiple fraud functions while balancing fraud prevention, customer experience, productivity, operational efficiency, and compliance obligations.
  • Monitor fraud trends, attack patterns, customer behavior, operational risks, and control effectiveness.
  • Identify systemic vulnerabilities, emerging fraud threats, and operational risks requiring strategic intervention.
  • Ensure adherence to fraud controls, policies, procedures, governance standards, and regulatory requirements.
  • Drive risk mitigation efforts and operational improvements across assigned areas.
• Analytics & Operational Excellence
  • Leverage operational reporting, dashboards, fraud intelligence, and performance analytics to drive business decisions.
  • Analyze fraud performance, AI effectiveness, customer outcomes, and operational metrics to identify improvement opportunities.
  • Drive large-scale initiatives that improve fraud detection, decision accuracy, operational efficiency, and workforce effectiveness.
  • Translate operational insights into strategic recommendations for senior leadership.
• Technology & Digital Fluency
  • Demonstrate advanced proficiency utilizing fraud platforms, AI-enabled investigation tools, machine learning-assisted workflows, reporting systems, and case management technologies.
  • Drive adoption of emerging fraud technologies, automation strategies, advanced analytics, and AI capabilities.
  • Identify opportunities to improve operational effectiveness through technology transformation.
  • Partner with technology organizations to influence future-state fraud platforms and operational workflows.
• Communication & Organizational Influence
  • Influence decision-making across Fraud Operations, Fraud Strategy, Analytics, Risk, Compliance, Technology, Customer Experience, and Operations teams.
  • Communicate operational risks, fraud intelligence, AI performance trends, and strategic recommendations to leadership.
  • Build strong business partnerships that drive enterprise fraud prevention and operational effectiveness.
• Innovation & Continuous Improvement
  • Lead initiatives focused on fraud prevention, AI optimization, process improvement, and operational transformation.
  • Identify opportunities to improve fraud controls, investigative quality, and customer outcomes.
  • Champion innovation and organizational readiness for evolving fraud threats and emerging technologies.
• Risk & Control Ownership
  • Ensure strong execution of fraud controls, governance standards, and risk management practices.
  • Identify and escalate significant operational, fraud, compliance, and AI-related risks.
  • Support audits, regulatory reviews, governance activities, and remediation initiatives.
  • Drive continuous improvement of the control environment.

Requirements

• Bachelor's degree in Business, Finance, Criminal Justice, Risk Management, Analytics, Data Science, Information Systems, or a related field; equivalent experience may be considered.
• 5+ years of experience in fraud operations, financial crimes, fraud strategy, investigations, risk management, analytics, financial services, or a related discipline.
• 3+ years of leadership experience managing supervisors, managers, team leads, or multiple operational functions.
• Demonstrated success leading multiple fraud teams while balancing fraud risk, customer experience, operational performance, and business objectives.
• Strong analytical, investigative, and critical-thinking capabilities with experience identifying fraud trends, systemic risks, and operational vulnerabilities.
• Advanced proficiency utilizing AI-enabled investigation platforms, fraud detection systems, machine learning-driven insights, and automated decision-support technologies.
• Experience evaluating AI performance, validating model outcomes, identifying automation gaps, and driving AI improvement initiatives.
• Strong understanding of fraud controls, regulatory requirements, operational risk management, and responsible AI practices.
• Effective communication, stakeholder management, organizational leadership, and change management skills.

Success Profile

• Leads high-performing teams that consistently deliver accurate, risk-based fraud decisions.
• Drives measurable improvements in fraud detection effectiveness, AI performance, operational efficiency, and customer outcomes.
• Successfully integrates AI, analytics, and human judgment to improve decision quality and investigative effectiveness.
• Identifies systemic fraud risks, operational vulnerabilities, and AI performance issues before they materially affect the business.
• Develops leaders and strengthens organizational capability across multiple operational functions.
• Serves as a trusted business partner influencing fraud strategy, technology adoption, and future-state operating models.

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas, offering a spectrum of credit card products for people in all stages of financial life.