Fraud Operations Manager

About Tala
Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC's Disruptor 50 five years in a row, CNBC's World's Top Fintech Company, Forbes' Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission
By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices 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 Fraud Operations Manager to join our dynamic team. In this critical role, you will be responsible for leading fraud investigation and mitigation efforts within your designated markets. You will play a key part in driving global operational and investigation standards, while also acting as the primary point of escalation for all fraud-related concerns. 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 company and customers 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 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 fraud operations specialists and investigators. 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 4-5 years experience as a 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, analysing 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 QA programs, and a deep understanding of manual review techniques during the full customer lifecycle to identify suspicious patterns. Proven track record of recognising fraud trends and properly escalating material fraud trends to leaders and peers in a timely manner. Ability to analyse 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.

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