Job Summary

We are seeking a proactive and operational Senior Manager / Assistant Manager - Fraud Operations to support and strengthen the fraud risk management execution. Working closely with the Head of Fraud Operations, this role is responsible for supporting real-time and post-transaction fraud detection, coordinating complex investigations, assisting in rule optimization, and managing daily operational workflows to mitigate fraud risks.

1. Monitoring and investigation:

Oversee transaction and account activity monitoring using specialized fraud detection platforms across operational queues.

Review high-risk fraud alerts, investigate complex suspicious activities, and perform secondary reviews and approvals for escalated cases, account actions, and dispute filings.

Ensure timely and accurate classification, triage, and escalation of high/medium/low-risk fraud cases while maintaining quality standards.

2. Technical proficiency and data analysis:

Assist in fraud monitoring rule configuration and User Acceptance Testing (UAT), including performance reviews, customization, and post-go-live tuning.

Work with external vendors and internal stakeholders to ensure alignment on fraud detection logic, system integration, and operational performance.

Continuously analyze the performance of fraud detection tools and recommend data-driven enhancements to improve their efficiency and effectiveness.

Leverage data analysis techniques to identify patterns, anomalies, and trends in fraud cases to enhance detection and prevention efforts.

Use data visualization tools to create operational dashboards and reports that provide actionable insights for fraud decision-making.

Support automation initiatives focused on reducing manual intervention in fraud case investigations.

3. Team & Process Management:

Support the definition of fraud operation SOPs, train and guide vendor operational teams, and ensure system capability knowledge transfer across outsourced workflows.

Assist in managing vendor operational coverage, service quality, and process training updates for newly deployed fraud controls.

4. Collaboration and communication:

Communicate findings effectively and escalate potential high-risk fraud cases to appropriate stakeholders, including Compliance, Risk Management, and Law Enforcement, as necessary.

Collaborate closely with internal teams, such as Customer Service and IT, to address and resolve fraud-related issues promptly.

Liaise with internal teams, card schemes, and acquirers to manage fraud issues and dispute claims swiftly and thoroughly.

5. Others:

Maintain accurate and detailed records of fraud cases, investigations, actions taken, and outcomes in compliance with regulatory standards.

Provide support during audits, regulatory examinations, and fraud-related inquiries by preparing documentation and responding to inquiries as required.

Qualifications:

Bachelor's degree in Finance, Business Administration, Criminal Justice, or a related field.

At least 4–6 years of experience in fraud prevention, detection, and investigation within the banking or financial services industry, with a strong understanding of banking operations.

Hands-on knowledge of fraud typologies, detection techniques, and industry best practices. Familiarity with real-time fraud monitoring engines and scheme dispute platforms.

Strong analytical and problem-solving skills, with the ability to interpret complex data and trends to make informed operational decisions.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external vendors.

Competencies:

High level of integrity and ethical standards.

Strong organizational and time management skills.

Ability to handle multiple tasks and meet tight deadlines in an operational environment.

Inquisitive and curious, with a passion for technology and data.

Keen interest in investigative processes and case building.

Proactive and self-motivated with a continuous improvement mindset.