Fraud Manager, Client Services

Summary

Lead a team responsible for preventing and investigating fraudulent activity across digital client operations, ensuring compliance with controls and policies. Oversee complex client risk investigations, manage chargebacks and payment disputes, and develop fraud risk rules and operational standards. Act as the primary liaison with internal control, payment, and cross-functional teams to strengthen fraud prevention and detection capabilities.

Responsibilities

• Develop fraud standards and fraud risk rules in collaboration with global standards.
• Proactively manage chargebacks and payment disputes, gather supporting evidence, and process correspondence to recover funds.
• Analyze operations to identify links between fraudulent transactions and recommend actionable prevention measures.
• Coordinate with Zone and Global Payment & Fraud teams and other internal stakeholders to report on risk profiles and control effectiveness.
• Assess and improve prevention, detection, and response capabilities, including processes, tools, skills, and staffing.
• Directly supervise Team Leads and Analysts, monitor productivity and quality, and conduct performance reviews and coaching.

Requirements

• 5-7 years experience in risk management, fraud prevention, loss prevention, or related operations.
• 3-5 years of people leadership experience managing teams.
• Proven analytical skills with proficiency in data analysis, PowerBI, and advanced Excel.
• Strong interpersonal, verbal, and written communication skills with attention to detail.
• Ability to work independently and collaboratively, with strong problem-solving and strategic thinking skills.