Group Manager, Fraud Operations

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

📋 Description

• Oversee assigned issues through phases of discovery, issue identification, development, remediation planning, governance approval, and transition to implementation.

• Facilitate conversations with business units, Risk, Compliance, 2LOD, and other stakeholders.

• Evaluate risks and control deficiencies while promoting timely issue resolutions.

• Create documentation based on evidence, including issue reports, risk assessments, root cause analyses, and remediation strategies.

• Define remediation tasks, assign ownership, set milestones, timelines, and evidence requirements.

• Organize stakeholder reviews, challenges, and governance approvals.

• Prepare issues and plans for decision-making by senior leadership.

• Maintain issue data in ServiceNow, SharePoint, and Issue Management records.

• Monitor SLAs, dependencies, and potential roadblocks.

• Identify and escalate risks or obstacles impacting issue development, planning, or approval.

• Enhance the quality, consistency, efficiency, and reduction of rework in Issue Management.

• Recruit, develop, mentor, and manage a large, diverse Fraud Operations team.

• Establish team goals, objectives, performance expectations, and compensation strategies.

• Oversee employee performance, disciplinary measures, workforce planning, and resource distribution.

• Serve as the primary escalation point for the team and provide guidance on complex issues.

• Manage Fraud professionals delivering operational support to partners.

• Lead special operational initiatives, including onboarding and quality assurance.

• Act as a liaison and subject matter expert for partners and external organizations.

• Monitor service and control standards in alignment with business and departmental objectives.

• Resolve complex or escalated operational challenges.

• Contribute to business plans, budgets, strategies, and cross-functional enterprise initiatives.

• Ensure adherence to internal, external, and regulatory requirements.

• Report and escalate issues based on risk profile.

• Stay updated on emerging issues, trends, and regulatory obligations.

⛳️ Requirements

• A bachelor's degree is required.

• A minimum of 7 years of relevant experience.

• In-depth knowledge of business objectives and associated policies, programs, processes, and systems.

• Awareness of current and emerging competitor and market trends.

• Capacity to contribute to strategic direction and provide counsel to senior leadership.

• Experience in budget preparation and resource allocation management.

• Advanced capability to lead, plan, implement, and assess program/project activities.

• Strong negotiation, problem-solving, and communication skills.

• Familiarity with risk management environments, standards, and regulations.

• Skills in mentoring, coaching, and managing performance.

• Sound judgment in decision-making processes.

• Proficient in both oral and written communication.

• Ability to collaborate effectively and develop relationships across teams and functions.

• Proficiency in using software tools, methods, techniques, and MS Office.

• Capacity to analyze, organize, and prioritize tasks while meeting multiple deadlines.

• Ability to work autonomously as well as collaboratively within a team.

• Capability to manage confidential information discreetly.

• Experience in overseeing issues throughout the complete Issue Management Lifecycle.

• Strong understanding of Risk and Control Frameworks.

• Experience in conducting and leading Root Cause Analyses.

• Cross-functional collaboration and stakeholder influence across business, compliance, risk, operations, audit, legal, and technology teams.

• Exceptional analytical and critical-thinking skills.

• Experience in leading and coordinating projects and strategic initiatives.

• Knowledge of regulatory expectations, audit procedures, and financial-services risk management practices.

• Ability to convert complex issues into executive-ready documentation.

• Strong skills in data interpretation, reporting, and presentation.

• Excellent written and verbal communication abilities.

• Demonstrated executive presence.

• Robust organizational and workload management skills.

• Ability to cultivate relationships and promote accountability across diverse stakeholder groups.

• Self-driven, detail-oriented, with sound judgment and the ability to operate with minimal supervision.

🏝️ Benefits

• Variable compensation/incentive awards, including eligibility for cash and/or equity incentives.

• Health and wellness benefits.

• Savings and retirement programs.

• Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO.

• Banking benefits and discounts.

• Opportunities for career development.

• Recognition and rewards programs.

• Regular discussions on career development and performance.

• Access to an online learning platform.

• Mentoring opportunities.

• Training and onboarding sessions.

• Flexible work arrangements as indicated by remote work designations.

• Opportunities for domestic travel.