Fraud Operations Manager

📋 Description

• • Own the end-to-end fraud defense for Tala’s Mexico City market, protecting millions of customers and hundreds of millions in loan originations from ever-evolving fraud schemes.
• • Lead a high-performing team of fraud analysts and investigators, setting daily priorities, coaching on advanced techniques, and building a culture of curiosity, speed, and customer empathy.
• • Monitor real-time dashboards and anomaly alerts to spot suspicious patterns within minutes, not hours; translate signals into rapid containment actions that minimize losses and customer friction.
• • Conduct deep-dive investigations into complex cases—identity theft rings, synthetic ID farms, account takeover campaigns—using SQL, Python notebooks, and third-party data sources to trace every dollar and every device.
• • Design and deploy new fraud rules, thresholds, and machine-learning features in partnership with Data Science and Engineering; run A/B tests to prove ROI before global roll-out.
• • Serve as the single point of escalation for all fraud incidents across Customer Support, Compliance, Legal, and Executive Leadership, distilling technical findings into clear, actionable briefs.
• • Partner with Product Managers to embed fraud controls into every new feature launch, from user onboarding to wallet withdrawals, ensuring “secure by design” becomes a non-negotiable standard.
• • Translate lessons learned from Mexico into global playbooks that scale to Kenya, the Philippines, and India, reducing fraud losses by double-digit percentages year over year.
• • Recruit, interview, and onboard new fraud specialists; create individualized development plans that turn junior analysts into subject-matter experts within 12 months.
• • Build tight feedback loops with Customer Support to balance fraud prevention with customer experience—cutting false-positive rates while maintaining sub-minute response times for genuine victims.
• • Present monthly fraud trend reports to the Risk Committee, spotlighting emerging threats, control gaps, and investment needs in a narrative that resonates with both engineers and board members.
• • Champion a culture of ethical data use and privacy, ensuring every investigation respects local regulations and Tala’s mission of financial inclusion for the Global Majority.