AVP, Fraud Operations & Loss Prevention, Digital Banking

Lead the daily performance of Fraud Operations and Loss Prevention, including service levels, quality, productivity, case aging, backlogs, fraud losses, recoveries, and customer outcomes

Translate strategic priorities into annual and quarterly operating plans, staffing requirements, performance objectives, and measurable outcomes

Lead supervisors responsible for frontline workflow, employee development, service delivery, quality, and operational controls

Establish operating routines that provide visibility into performance, staffing, emerging risks, control exceptions, and material issues

Analyze fraud trends, attack patterns, case outcomes, and frontline operational insights to identify emerging risks and recommend enhancements to fraud strategies, detection rules, authentication controls, monitoring thresholds, and customer-protection measures

Direct operational responses to significant events, control failures, complex cases, and customer-impacting incidents

Lead root-cause analysis and corrective-action planning for material losses, recurring issues, operational breakdowns, and control gaps

Review and approve complex case decisions and customer remediation within delegated authority, escalating matters that exceed approved thresholds

Maintain an effective first-line control environment, including documented procedures, control monitoring, issue management, and timely remediation

Support risk assessments, compliance reviews, audits, and regulatory examinations in partnership with control functions

Develop and present reporting on performance, losses, recoveries, staffing, customer complaints, controls, and issue remediation

Oversee workforce planning, recruiting, onboarding, training, succession planning, and leadership development across the function

Lead operational readiness for new products, payment capabilities, fraud strategies, vendors, systems, and material process changes

Define operational, workflow, control, reporting, staffing, and training requirements and coordinate testing and post-launch stabilization

Monitor vendor performance and recommend improvements to automation, fraud monitoring, case management, analytics, and employee tools

Represent Fraud Operations and Loss Prevention in designated operational, product, risk, control, and governance forums

Maintain business continuity, leadership coverage, and surge-capacity plans

Exercise decision-making authority within approved policies, delegated limits, and applicable governance processes; escalate material risks and decisions exceeding that authority

Perform other duties as assigned

Directly supervise supervisors assigned to Fraud Operations and Loss Prevention

Translate approved functional objectives into supervisor goals and operating expectations

Oversee workforce planning, recruiting, employee onboarding, training, succession planning, and leadership developm