Head of Antifraud & Disputes Operations
The Head of Antifraud & Disputes Operations is responsible for leading and scaling the fraud prevention, fraud investigation, and disputes operation. This role owns day-to-day team performance, case quality, service levels, and continuous improvement across the full fraud and disputes lifecycle.
The position works closely with Risk, Compliance, Legal, Product and external partners to strengthen controls, reduce fraud losses, improve dispute outcomes, and protect customers.
Challenges that await you:
- Lead the daily performance of the Antifraud & Disputes operation, ensuring timely and accurate case handling.
- Manage and develop coordinators and analysts, providing coaching, feedback, and performance follow-up.
- Oversee fraud investigations and disputes resolution, ensuring proper documentation, sound decisions, and compliance with internal procedures.
- Monitor operational KPIs such as fraud losses, turnaround times, backlog, productivity, quality, and SLA adherence.
- Analyze fraud and dispute trends to identify root causes, recurring issues, and opportunities for prevention.
- Improve workflows, escalation paths, controls, and case management processes to increase consistency and efficiency.
- Prepare reports and recommendations for senior management on operational performance, findings, and key risks.
- Partner with internal stakeholders and external providers to support investigations and strengthen customer protection.
- Support hiring, staffing, shift planning, timekeeping, and service continuity within a 24/7 operation.
What makes you a great fit:
- 6+ years of experience in fraud operations, fraud investigations, disputes, or risk operations, preferably in fintech, banking, payments, or financial services.
- 3+ years of leadership experience managing teams and operational performance.
- Strong knowledge of fraud investigation, disputes handling, fraud prevention controls, and operational risk.
- Proven experience managing KPIs such as SLA, productivity, quality, backlog, and fraud losses.
- Strong analytical and problem-solving skills, with the ability to identify trends and drive improvements.
- Strong communication skills and ability to work effectively with cross-functional teams.
- High level of ownership, organization, and attention to detail.
- Availability according to a 24/7 service window.
