Fraud Ops Associate Lead

As a Fraud Operations Associate Lead, you'd be able to work on and solve many interesting challenges which we are facing, learn new ways of working, and help build delightful high-quality products for our customers.  

Job Description 

As the Fraud Operations Associate Lead, you will support day-to-day fraud operations across the fraud surveillance and investigation. The role is responsible for overseeing fraud detection operations, managing investigations, coordinating operational responses across stakeholders, and ensuring key BAU fraud controls are executed effectively. This role will also support team leadership across operational teams, drive continuous process improvements, and provide operational insights to strengthen fraud risk management. This role reports to the Financial Crime Strategy, Intelligence and Transformation Lead.

The Role Responsibility: 

Fraud Surveillance and Detection Operations:

• Lead day-to-day fraud surveillance operations across the Bank’s fraud detection platforms to support timely identification, review and escalation of fraud and scam risks.
• Oversee fraud alert handling, rule monitoring and operational execution to ensure effective and consistent surveillance coverage across key fraud typologies.
• Identify operational gaps, emerging trends and control improvement opportunities from surveillance outcomes, and partner with relevant stakeholders to strengthen detection effectiveness and workflow efficiency.

Fraud Investigation and Case Management:

• Lead and oversee fraud investigations across card fraud, scams and other relevant typologies, ensuring timely resolution, sound judgement and appropriate escalation of higher-risk or complex cases.
• Drive deep-dive investigations into fraud incidents, emerging patterns and thematic issues to identify root causes, recommend control enhancements and support stronger fraud risk mitigation outcomes.

Leadership and Team Management:

• Provide day-to-day leadership and oversight across Fraud Operations team to ensure service levels, operational quality and investigation outcomes are delivered effectively.
• Manage team capacity, work allocation, coaching/training and performance oversight across surveillance and investigation functions, while fostering a culture of accountability, responsiveness and continuous improvement.

Daily Management:

• Own and oversee key fraud operations activities, including monitoring fraud dispute calls, merchant blacklisting, case queue management and other operational controls required to support effective fraud risk management.
• Ensure operational processes, procedures and controls are executed consistently, escalated appropriately and continuously improved to support service stability, customer outcomes and control effectiveness.

Stakeholder Management and Operational Coordination:

• Act as a key operational point of contact for fraud-related queries and coordination across internal stakeholders, including Customer Service, Product, Risk, Operations, AML/CDD and other relevant teams.
• Partner with internal stakeholders and, where required, external parties including law enforcement agencies on case-related follow-ups, operational issues and fraud response matters.

Reporting, Analytics and Governance Support:

• Prepare and support fraud reporting, case insights and management information on fraud trends, investigation outcomes, surveillance effectiveness and key operational issues for management and governance purposes.
• Support fraud reporting per Visa scheme requirements
• Support governance, audit, review and regulatory-related requests by maintaining appropriate operational records, tracking remediation actions and ensuring operational activities remain aligned with internal policies and control expectations.

Process Improvement and Operational Enhancement:

• Identify and drive improvements across surveillance and investigation workflows to enhance turnaround times, consistency of handling and overall operational efficiency.
• Provides key trends and insights to the Financial Crime Strategy, Intelligence and Transformation Lead by translating operational pain points and frontline insights into process enhancements, system optimisation opportunities and stronger fraud operating outcomes.

Role Specific Technical Competencies:

Skill

Target proficiency level

Fraud surveillance tools and alert management (e.g. TMX, Falcon or similar platforms)

Advanced

Fraud investigations, case management and data analysis

Advanced

Operational leadership, stakeholder coordination and judgement in fraud decisioning

Advanced

Our Ideal Candidate: 

• At least 8+ years of experience in fraud operations, investigations, surveillance or operations within banking or financial services.
• Strong working knowledge of fraud detection and case management processes, with practical experience in fraud surveillance and investigation operations.
• Hands-on experience with fraud detection tools and workflows.
• Good understanding of fraud typologies relevant to a digital bank, particularly card and payment fraud, scams, account takeover and related investigation handling.
• Experience leading operational teams, with the ability to manage team capacity, work allocation, quality of handling and performance outcomes.
• Strong analytical and investigative skills, with the ability to conduct deep-dive reviews, identify root causes and translate findings into practical operational improvements.
• Strong stakeholder management and communication skills, with the ability to coordinate effectively across Customer Service, Product, Risk, Operations, AML/CDD and relevant teams.
• Comfortable working in a fast-paced environment with strong execution discipline, sound judgement and the ability to manage competing priorities under pressure.
• Demonstrated mindset for continuous improvement, with the ability to streamline workflows, improve operational controls and enhance team effectiveness.