Fraud Operations Team Lead

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

📋 Description

• Oversee, guide, mentor, and enhance the skills of a team of fraud analysts.

• Handle daily team operations including scheduling, approving PTO, and implementing corrective actions.

• Ensure work is distributed fairly, equitably, and within the capacity of each agent.

• Monitor system and agent performance metrics to drive initiatives for quality improvement.

• Conduct quality assurance on analyst work to ensure compliance with local, state, and federal laws, as well as internal Aven policies and procedures.

• Serve as the first point of escalation for complex cases and ambiguous scenarios.

• Own and update procedures to enhance fraud detection while maintaining an acceptable level of friction.

• Document and recommend systemic changes to improve the quality, latency, and efficiency of the fraud operations team.

• Pilot new concepts, methodologies, and work queues, providing data-driven, critical feedback to operations leaders and engineering partners.

• Monitor key performance metrics and dashboards, escalating issues and taking corrective action when necessary.

• Keep detailed performance review notes and coaching logs for analysts.

• Develop new dashboards and enhance existing ones using various data and business intelligence tools.

• Support the internal compliance team to ensure commitments to Sponsor Bank(s) are met accurately and on time.

• Perform other duties as assigned.

⛳️ Requirements

• A minimum of 4 years of experience in a lead or supervisory role, preferably in a top 25 depository US Financial Institution.

• Strong working knowledge of MS Excel and Google Sheets, including formulas and functions.

• Basic SQL knowledge is highly preferred.

• Familiarity with automation concepts, including workflow management and Artificial Intelligence technologies.

• Comfortable working in a fast-paced environment with the autonomy to execute tasks without explicit direction, within the scope of authority.

• Proven ability to simplify complex problems, scenarios, and solutions into easily understandable language supported by data.

• Strong communication, collaboration, and problem-solving skills, including root cause analysis.

• Basic understanding of Agentic AI concepts, limitations, risks, and risk mitigation practices.

• Ability to accurately prioritize initiatives and justify decisions to leadership.

• A strong desire for knowledge and personal growth that benefits both the individual and the team.

• Excellent organizational and time management skills with the discipline to follow through on commitments.

• A professional demeanor that challenges the status quo and drives change through innovation.

• In-depth knowledge of US Banking regulations related to fraud.

• Experience with customer communication tools (such as Zendesk), task management tools, Google Drive, and email.

• A Bachelor's Degree or equivalent work experience in financial services.

• Flexibility to work during US Pacific time, from 9 AM to 5 PM (with a 1-hour break in between).

🏝️ Benefits

• HMO

• Internet allowance

• Device and equipment provision

• Permanent work-from-home arrangement