Fraud Client Services Manager

- Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.

- Reviews team operations to ensure efficiency. Develops team processes and procedures to improve operational effectiveness. Fosters a team environment driven by open communication, decisiveness, clear direction, teamwork, and accountability.

- Oversees operating procedures, monitors operational metrics, and ensures the team delivery of accurate and timely processing based on daily goals.

- Collaborates across teams to ensure service quality, operational efficiency, and overall department performance continuously improves. Facilitates dialogue across teams and through senior managers.

- Communicates broader departmental changes across the team to ensure awareness of impacts on processes. Applies knowledge of various policies and procedures and their implications on the team's day-to-day activities.

- Participates in special projects and performs other duties as assigned

- Lead day-to-day Fraud Client Services (FCS) operations, including real-time fraud alerts, client verification, and case decisioning

- Deliver against service level expectations and capacity plans

- Monitor performance (quality, cycle time, fraud outcomes) and address gaps in real time

- Drive process improvements across fraud workflows, tools, and operating model

- Partner with Fraud Strategy, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities

- Minimum five years of related experience required. Two years' experience in operations processing preferred.

- Leadership experience with ability to coach and develop teams

- Undergraduate degree or equivalent combination of training and experience required.