Senior Fraud Operations Manager

6 days ago

India Hybrid Tala Full time
About Tala
At Tala, we're applying advanced technology and human creativity to solve what legacy institutions can't or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today's financial infrastructure doesn't work for most of the world's population.

Our pioneering work and proven impact have earned us consistent recognition, including being named to:
CNBC's Disruptor 50 for five years. CNBC's World's Top Fintech Companies for two consecutive years. Forbes' Fintech 50 list for nine consecutive years.
Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.
Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we'd love to hear from you
We are seeking a proactive and skilled Senior Fraud Operations Manager to join our dynamic team. As a leader and thought partner, you will manage fraud operations teams across all markets, driving the strategy for building and scaling fraud operations processes and investigations. You will directly manage the fraud operations team in India, providing leadership and strategic direction. A core part of the role will be ensuring global consistency in our approach, which includes writing and continuously updating runbooks and processes and ensuring quality. You will be responsible for regular reporting to leadership on team performance, key metrics, and escalating concerning fraud patterns immediately. 
This role requires an experienced leader with a proven track record in building and scaling fraud operations. Furthermore, you must be a self-starter capable of operating with a high degree of autonomy. Success in this position requires a strong, collaborative spirit, as you will work daily with cross-functional teams, including Product, Analysts, Engineers, Customer Support, and Compliance, to protect our customers and company from financial fraud. What You'll Do
  • Fraud Investigation & Mitigation
  • Oversee daily monitoring of fraud and operational metrics to identify and react to emerging fraud trends.
  • Lead the customer fraud reporting and investigation lifecycle, managing the intake and prioritization of all customer-reported fraud claims (e.g., account takeovers, scams, unauthorized withdrawals). This includes coordinating the swift, high-quality investigation response and developing protocols for extracting critical intelligence from customer-reported data to fuel proactive detection strategies.
  • Lead and conduct complex fraud investigations, from initial detection through to resolution.
  • Develop and implement new fraud controls, rules, and procedures to mitigate risk and reduce fraud losses.
  • Drive operational excellence by refining investigation workflows and standardizing processes. Global & Cross-Functional Collaboration
  • Work closely with product, engineering, and data analytics teams to translate operational insights into scalable fraud prevention solutions.
  • Collaborate with customer support and compliance teams to ensure a seamless and customer-centric approach to fraud escalations.
  • Serve as the primary point of contact for fraud-related concerns, communicating findings and recommendations to key stakeholders.
  • Coordinate with global counterparts to share intelligence, align on best practices, and ensure consistent fraud controls across all markets.
  • Must be able and willing to work at least two hours during East Coast US business hours three days a week to ensure effective communication and collaboration with global teams. People Management & Team Building
  • Recruit, train, and mentor a team of India-based fraud operations specialists and investigators.
  • Manage global fraud operations teams and set high standards of operational excellence, consistency across markets, and escalation paths.
  • Conduct regular one-on-ones, performance reviews, and career development discussions.
  • Build a strong, collaborative team culture focused on continuous improvement and shared objectives.
  • Ensure adequate fraud support and coverage by providing management oversight for markets outside of their primary responsibility when needed.
What You'll Bring
  • 5+ years experience as a Senior Manager in a fraud or risk operations role in financial services or a related field within the fintech or digital lending industry. 
  • Experience identifying issues, analyzing root causes, and implementing effective solutions to improve global team efficiency and reduce fraud losses. 
  • Expertise in developing, documenting, and enforcing fraud prevention runbooks and processes. This includes a strong understanding of how to optimize workflows for efficiency and accuracy, run effective quality programs, and a deep understanding of manual review techniques during the full customer lifecycle to identify suspicious patterns.
  • Proven track record of recognizing fraud trends and properly escalating material fraud trends to leaders and peers in a timely manner. Ability to analyze data using existing tools to confirm fraud, identify trends, and measure the effectiveness of fraud controls
  • Direct experience communicating with fraud-impacted customers by email and ability to manage a team responding to customer fraud complaints, ensure quality, and service level agreements
  • Expertise in local languages of the markets being served by the role
  • Deep understanding of financial fraud typologies specific to fintech and small loan lending, such as identity theft, account takeover, synthetic identity fraud, and first-party default.
  • Experience in case management and conducting thorough fraud investigations.
  • Familiarity with the fraud lifecycle, from prevention and detection to investigation and recovery. 
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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