Program Director, Fraud Operations, Investigations, Intelligence

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Lead the operational management of the entire fraud lifecycle, integrating Level 1 alert operations, Level 2 investigations, and fraud intelligence.

• Oversee the management rhythms related to alert volumes, queue health, work distribution, productivity, SLA performance, escalations, and responses to operational risks.

• Supervise the Manager of Fraud Alert Operations and the Manager of Fraud Investigations, ensuring clear accountability and effective transitions.

• Establish and uphold standards for Level 2 investigations, expectations for complex case reviews, documentation practices, evidence management, escalation packages, and management approvals.

• Manage fraud intelligence efforts, which include developing typologies, monitoring emerging threats, conducting root-cause analyses, identifying patterns, and providing feedback to enhance detection strategies.

• Guarantee the prompt and precise referral of SAR- and CTR-eligible activities to BSA/AML Operations.

• Escalate urgent matters, including indicators of terrorist financing, human trafficking, and imminent losses, on the same business day in accordance with procedures.

• Create, monitor, and report on operational KPIs and KRIs to the Senior Vice President and governance forums.

• Collaborate with Governance, Risk & QA on quality initiatives, procedures, corrective measures, audit documentation, and support for examinations.

• Work alongside Strategy, Analytics & Product Controls on refining detection rules, thresholds, and control improvements.

• Suggest changes to policies and procedures and drive ongoing enhancements in workflows, automation, documentation, and escalation processes.

• Manage, mentor, and develop both management and analyst talent, including recruitment, task allocation, goal setting, performance reviews, scheduling, adherence to standards, and resolving employee issues.

• Represent fraud operations, investigations, and intelligence in governance committees, audit processes, and support for OCC examinations.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• A Bachelor's degree in a relevant field, or an equivalent combination of education and experience.

• Professional certification, such as Certified Fraud Examiner (CFE) and/or Certified Anti-Money Laundering Specialist (CAMS), is highly preferred.

• Generally, 10 or more years of relevant experience in fraud, investigations, or financial crimes.

• Several years of experience in leadership roles, managing through subordinate managers or supervisors.

• Proven track record in managing fraud operations, Level 2 investigations, and/or fraud intelligence within a bank, processor, or similarly regulated environment.

• Familiarity with regulatory examinations, including OCC examinations, and audit engagements.

• Demonstrated strategic and operational leadership throughout the complete fraud lifecycle.

• In-depth knowledge of fraud typologies, investigative standards, card and ACH ecosystems, alerting and case management platforms such as Actimize, as well as SAR/CTR referral requirements.

• Strong leadership capabilities, particularly in developing managers and establishing performance and quality benchmarks.

• Capacity to prioritize competing tasks, manage escalations, and balance risk-based strategies with regulatory obligations.

• Exceptional written and verbal communication skills, including the ability to prepare reports and documentation suitable for executives, audits, and regulators.

🏝️ Benefits

• Annual performance-based incentive opportunity.

• Health insurance coverage.

• 401(k) retirement plan benefits.

• Life insurance options.

• Disability benefits.

• Paid time off.

• Comprehensive benefits package.

• Reasonable accommodations for applicants with disabilities as per applicable law.