Fraud & Claims Operations Manager - Online Fraud Detection

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Manager to lead a large-scale Online Fraud Detection operation in Manila, supporting both back-office and inbound contact centre programmes. The role will provide leadership across an organisation of approximately 150 employees, with 8 direct reports, while driving effective staffing, capacity planning, and operational execution.

In this role, you will:

• Manage and develop a team of supervisors, analysts, specialists, or consultants, and engage management, vendors or related functional areas associated with fraud and claims investigations
• Identify and recommend opportunities for implementation of procedures, controls, and trend data to ensure proactive identification, prevention execution, detection, investigation, recovery, and government or internal reporting of fraud and claims activity
• Make decisions and resolve issues regarding fraud and claims to meet business objectives
• Interpret and develop data and reports on emerging risk in the fraud environment to implement functional area policies or procedures which will maximize efficiency and enhance customer service
• Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues
• Interact directly with fraud and claims management to develop and implement functional area policies or procedures to support Wells Fargo's business goals
• Manage allocation of people and financial resources for Fraud and Claims Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 5+ years of Fraud Claim Investigations or Policy Violations, Risk Management or Compliance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years Leadership experience

Desired Qualifications:

• Strong leadership experience within Credit Card Customer Service, fraud, payments, or similar financial services operations, preferably supporting organisations of 200+ employees.
• Proven experience managing large-scale operations, including staffing, capacity planning, performance management, and operational delivery.
• Strong stakeholder management skills with experience partnering across multiple business functions and senior leadership.
• Good understanding of fraud detection, credit card servicing, wire transfers, online money movements, or related banking products and processes.

Job Expectations:

• Must be amenable to working Monday to Friday, 8:00 PM to 5:00 AM Manila time.
• Must be amenable to working at the McKinley office in Taguig.
• Must be amenable to full onsite and hybrid work arrangements, depending on business requirements.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.