Manager, Claims & Fraud Operations

The Difference You Make

The Manager, Claims & Fraud Operations is responsible for leading and overseeing investigative teams responsible for identifying, mitigating, and preventing 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. The Manager ensures investigative quality, regulatory timeliness, and effective collaboration with law enforcement, internal stakeholders, and peer institutions while continuously strengthening fraud detection and prevention controls.

What You Bring

• 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 ensure 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.

Key Competencies

• 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

Performance Metrics

• 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