Bank Fraud Operations Lead

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Develop and enhance Bank/CF Fraud Operations to transform it into a reliable, high-precision function.

• Convert fraud policies into operational workflows, ensuring rigorous execution and real-time oversight.

• Safeguard against losses while reducing friction for legitimate customers as Addi grows its banking infrastructure.

• Standardize and map high-risk end-to-end customer journeys, encompassing IDV, transaction reviews, account restrictions/closures, mule accounts, ATO, and unrecognized transactions.

• Create standard operating procedures (SOPs), define decision rights, and facilitate cross-functional handoffs among Strategy, CX, Legal, and Product teams.

• Establish operational roles, capacity models, quality assurance routines, and coaching frameworks for Supervisors and Analysts.

• Implement a real-time KPI architecture that tracks demand, capacity, backlog health, and decision-making consistency.

• Lead weekly and monthly business reviews and address root-cause issues.

• Develop feedback loops to the Fraud Strategy team for rule enhancement.

• Reconstruct high-friction investigation workflows in collaboration with Product, Engineering, and CX Platform teams.

• Oversee operational rollouts and provide hypercare for new fraud policies, tools, and vendor integrations.

• Ensure readiness for deployment and mitigate critical post-launch operational disruptions or unmanaged risk trade-offs.

⛳️ Requirements

• Have personally led the creation of operational processes or identified and redesigned ineffective workflows.

• Capable of developing SOPs, controls, roles and responsibilities, escalation paths, and management routines from ambiguous situations.

• Experience in leading operational teams directly or through frontline leaders.

• Proficient in setting expectations, coaching performance, enhancing capabilities, and managing difficult personnel decisions constructively.

• Comprehensive understanding of staffing, capacity, incentives, quality, and team health as an integrated system.

• Competent in leading cross-functional initiatives across Operations, Product, Engineering, Data, Risk, Compliance, Legal, and CX without formal authority.

• Experienced in managing external vendors, banks, processors, or other operational partners as applicable.

• Familiar with using SLAs, quality, productivity, backlog, cycle time, demand, and customer-impact metrics.

• Comfortable utilizing data to manage and enhance operations.

• Experienced in implementing new processes, policies, or tools, including communication, training, quality assurance, readiness checks, and post-launch monitoring.

• Able to function effectively in ambiguous situations, prioritize pragmatically, and escalate issues early.

• Proficient at making reversible decisions with incomplete information while safeguarding customers and the business.

• Quick to learn about fraud typologies, controls, banking regulations, and investigation workflows.

• Conversational English proficiency is required in the application process.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunity to contribute to a leading financial platform that is transforming the financial ecosystem in Latin America.

• Quick, transparent, and engaging hiring process.

• Feedback will be provided regardless of the hiring outcome.