Head of Fraud Operations

Join Vonage and help us innovate cloud communications for businesses worldwide

Our function, within Fraud, is to protect our business, our customers and carrier partners from fraudulent behavior; ensuring we stay compliant with country, state and local laws and regulations.

Why this role matters:

Our function, within Fraud, is to protect our business, our customers and carrier partners from fraudulent behavior; ensuring we stay compliant with country, state and local laws and regulations.

The Senior Fraud Manager or Head of Fraud is key in defining and upholding anti-fraud policy, ensuring the profitability of the company. The duties of the role include analysis and implementation of initiatives to detect and prevent fraudulent transactions and behaviours, communicating these effectively with other areas of the business, minimising losses, and pro-actively contributing to the identification of improvements and technologies that should be used in preventing these problems up front.

The successful candidate will be the main escalation point for all Fraud issues and will work with the senior management team in Operations to develop a 'Best in Class' Fraud Team. A team ready to face the changing and challenging landscape of Fraud and protect our revenue and services.

Your key responsibilities:

• The role will entail managing three main Fraud areas:
  • 24x7 Operation - This incorporates the existing 24x7 Fraud Team and building this out to encompass all Carrier Operations functions that require 24x7 service management.
  • Fraud Operations - Tier 2 Fraud.
  • Fraud Investigation Team - Tier 3 Fraud investigation and proactive Fraud work.
• Be the 'face' of Fraud, fronting key meetings and communicating with senior management and stakeholders.
• Address Fraud escalations and provide actionable feedback.
• Create and maintain a library of runbooks, fraud documentation, and guides.
• Build metrics to measure Fraud performance against OKRs and update leadership via SOV.
• Collaborate with Legal and Compliance to address new rules and regulations.
• Own and manage Compliance and Fraud Regulations for CPaaS Reseller partners.
• Liaise with Quality & Innovation to improve alerting and dashboard metrics for fraud detection.
• Produce fraud risk reviews, mitigation plans, and steer their implementation.
• Support the Operations Manager in developing fraud prevention initiatives.
• Assist the local Carrier team in upholding standards and requirements.
• Provide guidance and information to the Finance team.
• Build a vision to advance the Fraud team, working closely with Fraud Product, tooling teams, and stakeholders.

What you'll bring:

• Experience working within the Telecommunications Industry and knowledge of both Voice and SMS Fraud.
• Proven track record of managing teams of similar size (3 teams, 25 people total).
• Expertise in anti-fraud techniques and practices (AML, KYC).
• Proficiency in Excel, data analytics, SQL, and business intelligence tools.
• Familiarity with fraud screening software and management tools.
• Background in high-volume transaction industries (finance, business services, etc.).

Required:

• Demonstrated experience in fraud management and prevention.
• Strong understanding of fraud detection tools and technologies.
• Proven ability to lead and develop high-performing teams.
• Excellent problem-solving and analytical skills.
• Familiarity with compliance and regulatory requirements in fraud prevention.

Experience we consider a plus:

• Experience with Adaptive Mobile, SIFT, or similar tools.

How you'll benefit:

• Group health insurance - Covers Employee, Spouse, Children & Parents
• Life insurance
• Group Accident & Disability Insurance
• Flexible benefits plan for tax exemptions
• Ericsson Care Line
  

#LI-SK1

There's no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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