AVP, Fraud Operations & Loss Prevention, Digital Banking

Team: Digital Banking : Operations

Location: Remote

Commitment: Full Time

Workplace Type: remote

Salary:

DUTIES AND RESPONSIBILITIES:

• Lead the daily performance of Fraud Operations and Loss Prevention, including service levels, quality, productivity, case aging, backlogs, fraud losses, recoveries, and customer outcomes 

• Translate strategic priorities into annual and quarterly operating plans, staffing requirements, performance objectives, and measurable outcomes 

• Lead supervisors responsible for frontline workflow, employee development, service delivery, quality, and operational controls 

• Establish operating routines that provide visibility into performance, staffing, emerging risks, control exceptions, and material issues 

• Analyze fraud trends, attack patterns, case outcomes, and frontline operational insights to identify emerging risks and recommend enhancements to fraud strategies, detection rules, authentication controls, monitoring thresholds, and customer-protection measures 

• Direct operational responses to significant events, control failures, complex cases, and customer-impacting incidents 

• Lead root-cause analysis and corrective-action planning for material losses, recurring issues, operational breakdowns, and control gaps 

• Review and approve complex case decisions and customer remediation within delegated authority, escalating matters that exceed approved thresholds 

• Maintain an effective first-line control environment, including documented procedures, control monitoring, issue management, and timely remediation 

• Support risk assessments, compliance reviews, audits, and regulatory examinations in partnership with control functions 

• Develop and present reporting on performance, losses, recoveries, staffing, customer complaints, controls, and issue remediation 

• Oversee workforce planning, recruiting, onboarding, training, succession planning, and leadership development across the function 

• Lead operational readiness for new products, payment capabilities, fraud strategies, vendors, systems, and material process changes 

• Define operational, workflow, control, reporting, staffing, and training requirements and coordinate testing and post-launch stabilization 

• Monitor vendor performance and recommend improvements to automation, fraud monitoring, case management, analytics, and employee tools 

• Represent Fraud Operations and Loss Prevention in designated operational, product, risk, control, and governance forums 

• Maintain business continuity, leadership coverage, and surge-capacity plans 

• Exercise decision-making authority within approved policies, delegated limits, and applicable governance processes; escalate material risks and decisions exceeding that authority 

• Perform other duties as assigned 

SUPERVISORY RESPONSIBILITIES:

• Directly supervise supervisors assigned to Fraud Operations and Loss Prevention 

• Translate approved functional objectives into supervisor goals and operating expectations 

• Oversee workforce planning, recruiting, employee onboarding, training, succession planning, and leadership development within assigned scope and approved staffing plans 

• Ensure consistent application of procedures, controls, and quality standards 

• Hold supervisors accountable for routine workflow and employee management while retaining responsibility for operational results 

QUALIFICATIONS:

• Minimum of 9 years of progressive experience in fraud operations, deposit loss prevention, payment operations, financial crime operations, investigations, or a comparably complex and regulated operational function required 

• Minimum of 7 years of progressive people-leadership experience, including responsibility for complex operations, multiple workstreams, or frontline leaders required 

• High school diploma or equivalent required; bachelors degree or an equivalent combination of relevant experience, education, and professional training preferred 

• Experience directly leading supervisors, team leads, or multiple specialized operational teams required 

• Experience overseeing fraud or operational risk outcomes, investigations, operational controls, escalations, or issue remediation required 

• Relevant professional certification, such as AAP, APRP, CFE, CAMS, or comparable fraud, payments, risk, or financial crime credential strongly preferred 

• Experience leading process improvement, operational change, or implementation of products, services, fraud capabilities, or technology required 

• Ability to interpret operational and risk information, identify trends, and communicate findings and recommendations to different audiences 

• Extensive knowledge of fraud operations and loss prevention, with experience in one or more related areas such as consumer deposits, payments, customer authentication, investigations, case management, or loss recovery 

• Demonstrated ability to make risk-informed decisions, resolve complex issues, manage cross-functional initiatives, and communicate clearly 

• Ability to prioritize competing needs and provide effective leadership in an evolving operational environment. 

• Proficiency with common business-productivity, reporting, presentation, and data-analysis tools 

• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)  

• Excellent verbal, written, and interpersonal communication skills  

• Strong organizational skills and attention to detail  

• Outstanding problem-solving and time management skills  

• Self-motivated, self-directed, and results-oriented  

• Adaptable and able to multitask in a fast-paced environment  

• Can work independently and within a team; solution-oriented with a collaborative approach