New Program Director, Fraud Operations, Investigations & Intelligence

Operational Leadership:

• Owns the fraud lifecycle from Level 1 alert operations through Level 2 investigations and fraud intelligence.
• Establishes and runs the management rhythm for alert volumes, queue health, and escalation routines.
• Ensures work is executed to a standard sufficient for regulatory, audit, and quality-assurance review.

Team Management:

• Directs managers of fraud alert operations and fraud investigations as peer managers.
• Sets and enforces investigative standards, case review expectations, and documentation discipline.
• Manages, mentors, and develops management and analyst talent.

Strategic Partnership:

• Partners with Governance, Risk & QA on quality themes and with Strategy, Analytics & Product Controls on detection improvements.
• Represents fraud operations, investigations, and intelligence in governance committees and audit engagements.
• Recommends changes to policies and procedures affecting fraud alerting, investigation, and escalation.