Senior Fraud Operations Director
2 days ago
About the Opportunity
We are seeking an experienced and driven fraud operations expert to lead the fraud operations function for a major US-based telecom client within our BPO division at bluCognition.
This is a unique opportunity for a strategic leader to oversee the end-to-end transition of fraud processes from the client to our managed services vertical, build a world-class fraud operations team from the ground up, and ensure the highest levels of service delivery and fraud prevention.
Responsibilities:
- Migrate fraud operations from the client, ensuring minimal disruption and a smooth integration of all fraud-related processes.
- Recruit, onboard, and manage a high-performing fraud operations team of 30+ professionals across various sub-processes.
- Take full ownership of the fraud operations function and ensure that all systems and protocols align with both client and industry standards.
- Serve as the primary point of contact with the client, building and nurturing strong relationships to ensure alignment with the client's business goals, risk management strategies, and operational expectations.
- Define key performance indicators (KPIs) and service level agreements (SLAs). Monitor performance, ensuring that the team consistently meets or exceeds targets and delivers high-quality outcomes.
- Identify opportunities for process improvements and automation to enhance fraud detection and prevention efforts. Leverage data analytics, technology, and industry best practices to drive operational excellence.
Requirements:
- Minimum 12 years of experience in operations, with at least 5 years of experience in fraud operations for a US-based company (preferably in telecom or financial services).
- A proven track record of building and leading large teams from scratch, with the ability to recruit, mentor, and develop a team of 30+ professionals.
- Significant experience in managing process migration and transitions in a BPO setting, with a deep understanding of fraud operations and client management for offshore services.
- Extensive knowledge of fraud detection, prevention, and mitigation strategies within telecom or financial services, with a focus on delivering results in a high-volume environment.
- Strong client relationship management skills, with a history of working closely with US-based clients and delivering solutions that align with their needs.
- Demonstrated ability to design and implement operational frameworks, processes, and controls that deliver measurable performance improvements and operational efficiency.
Salary: $120,000 - $180,000 per year
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